VP of Operations & Customer Success
About B2B Realty
B2B Realty is an Ohio-based property management firm built for serious real estate investors. With 10 years of managing properties in Ohio and a team of 50+, we pair professional, systemized operations with investor-first economics. We compete on being the most trusted choice for out-of-state owners who treat their portfolio as a long-term strategy.
The Role
The VP of Operations & Customer Success is our operational execution leader, accountable for the performance of operations and the experience of both owners and residents.
This is a build-and-improve mandate: the role will audit and standardize how we operate, close accountability gaps, and raise service quality while running the operation at a consistently high standard as we scale into new markets.
Reports to: CEO
Direct Reports:
- Area General Managers (AGMs)
- Maintenance Manager
- Leasing Manager
Responsibilities
Customer Experience & Retention
- Own the customer experience across owners and residents, and own the service outcomes that our reputation depends on.
- Drive client retention; hold primary accountability for reducing client churn and improving NPS.
- Conduct structured customer interviews and convert feedback into service improvements alongside the AGMs and Customer Success Team.
- Serve as the executive escalation point for complex client issues, legal escalations, and sensitive situations.
Operations & Process
- Audit existing processes, create SOPs where they are missing, optimize and expand them, and enforce them consistently across all markets.
- Ensure consistent achievement of SLAs, leasing conversion, collections, maintenance turnaround, and other operational targets.
Team Leadership
- Lead and develop the Operations Team—including AGMs, Customer Success Managers (CSMs), Customer Service Representatives (CSRs), Leasing Coordinators, and Maintenance—and hold accountability for the team's performance.
- Lead through your direct reports (AGMs, Maintenance Manager, and Leasing Manager), including regular leadership meetings to drive execution and accountability.
- Coach operational leaders and hold them accountable for operational and customer success KPIs.
- Own talent decisions for the Operations leadership team—including hiring, performance management, succession planning, and terminations—in partnership with HR.
- Enforce company policies, quality standards, and operational consistency across all markets.
Growth & Cross-Functional Collaboration
- Grow unit count through existing clients by increasing additional units under management and generating referrals through exceptional service, in coordination with—and without duplicating—the Sales & Marketing function.
- Support institutional and VIP relationships through the responsible AGM or relationship manager reporting to this role.
- Partner with HR, Marketing, Systems, and Business Process Improvement to enhance organizational effectiveness and provide feedback on organizational design and process scalability.
- Coordinate with Marketing on defined handoffs for reputation management and review workflows.
Requirements
- 10+ years of operations leadership experience managing multi-layer teams.
- Experience leading remote and distributed teams.
- Proven success improving operational performance, client retention, and customer satisfaction.
- Experience leading Customer Success or Customer Experience functions.
- Strong understanding of churn management, retention strategy, and customer lifecycle management.
- Demonstrated ability to build and improve SOPs and operational processes, not just maintain existing ones.
- Excellent leadership, coaching, and people management skills.
- Sound decision-making under pressure and strong escalation management skills.
- Excellent communication and cross-functional collaboration skills.
- High ownership, accountability, and results orientation, with sufficient financial literacy to oversee trust accounting and owner reporting workflows.
Preferred Qualifications
- 15+ years of operations leadership experience.
- Experience working with U.S.-based companies or clientele.
- Experience in service industries and managing institutional clients.
- Property management or real estate industry experience.
- Lean, Six Sigma, or PMP certification (process improvement and execution focus).
Primary Success Metrics
- Client churn rate
- Net Promoter Score (NPS)
- Operational KPIs:
- Leasing conversion
- Vacancy days
- Collections and delinquency
- Maintenance turnaround
- Work-order aging
- SLA attainment
- Revenue per Unit (RPU)
Salary & Benefits:
- Competitive Base Salary
- Competitive commission for each new unit added
- Parental leave benefits
- Annual paid leave entitlement
- Comprehensive health insurance coverage
- Attractive incentive structure
- Strong opportunities for growth and advancement
Compensation: $2000 - $3000
