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—a level-headed operator who runs the organization on data, metrics, and KPIs. Accountable for both operational performance and the overall experience of owners and residents, this role requires designing long-term solutions and coming to table with 2–3 solutions for every problem identified.

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

Key Responsibilities & Ownership

• Customer Experience, Retention & Metrics 
  • Own Churn & Retention: Drive client retention with primary accountability for maintaining churn under 18% (-1% per $1k refund).
  • NPS & CSAT: Own, track, and elevate customer experience metrics across all touchpoints.
  • Customer Feedback: Conduct structured service improvement interviews and convert customer feedback into actionable operational adjustments alongside AGMs and Customer Success teams.
  • Escalations & Legal Conflicts: Act as the ultimate escalation point to negotiate and resolve complex client issues, legal conflicts, and sensitive situations.
• Operations, Process & Capacity
  • Operational SOPs: Design, update, and consistently enforce SOPs across all markets.
  • SLA Attainment: Guarantee speed and terms are met 100% of the time across maintenance turnaround, work-order aging, leasing conversion, and collections.
  • Capacity Management: Manage organizational design, Average Handle Time (AHT), and operational workflows to ensure lean, scalable growth.
  • Revenue Capture & Conversion: Oversee leasing conversion and revenue capture to maximize Revenue per Unit (RPU).
• Team Leadership & Execution
  • Lead Operations & L10 Meetings: Lead the operational organization and drive accountability through regular leadership and L10 meetings.
  • Performance Management: Establish clear accountability frameworks, run performance management via strict KPIs, and own talent decisions (hiring, development, succession, terminations) in partnership with HR.
  • Team Coaching: Direct and coach operational leaders—including AGMs, Maintenance Manager, and Leasing Manager—to ensure cross-departmental alignment and standard execution.
• Growth & Cross-Functional Alignment
  • Partner with Sales & Marketing to grow unit count through organic referrals and increased units under management.
  • Support institutional and VIP relationships through designated AGMs and relationship managers.
  • Coordinate with Marketing, HR, and Systems teams on review workflows, reputation management, and organizational design.

Requirements

• 10+ years of operations leadership experience managing multi-layer and remote/distributed teams.
• Proven track record as a data-driven operator who uses metrics, KPIs, and capacity modeling (AHT) to run an organization.
• Solution-oriented mindset: demonstrated ability to design long-term solutions and bring 2–3 viable solutions to every issue.
• Proven expertise in Churn Management, NPS/CSAT optimization, and customer lifecycle management.
• Strong track record of designing, updating, and enforcing SOPs across distributed markets.
• Expertise in conflict resolution, contract/terms negotiation, and legal escalation handling.
• Sufficient financial literacy to oversee trust accounting, revenue capture, and owner reporting.

Preferred Qualifications

• 15+ years of operations leadership experience.
• Experience in property management, real estate, or high-touch service industries.
• Experience with EOS (Entrepreneurial Operating System) or running L10 meetings.
• Lean, Six Sigma, or PMP certification.

Primary Success Metrics

• Client Churn Rate: < 18% (-1% per $1k refund)
• Net Promoter Score (NPS) & CSAT
• SLA Attainment: 100% speed and terms met
• Operational KPIs: Leasing conversion, vacancy days, collections/delinquency, work-order aging, and AHT
• Revenue per Unit (RPU)

Salary & Benefits

• Competitive Base Salary
• Competitive commission structure for each new unit added
• Comprehensive health insurance coverage & parental leave benefits
• Annual paid leave entitlement
• Attractive incentive structure and clear paths for executive growth