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