VP of Operations & Customer Success

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