Vice President, Resident Contact Center Operations

Essential Duties and Responsibilities include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel.

Strategic Execution & Business Alignment

• Develop and execute a long-term vision and comprehensive business plans for the Resident Experience Center (REX) that align with company-wide strategies and growth initiatives, ensuring measurable impact on resident satisfaction, operational performance, and employee engagement.

• Lead the transformation of REX operations to support omnichannel resident experience and digital innovation.

• Translate Tricon's Guiding Principles into actionable strategies and scalable processes that create consistent, high-quality resident and employee experiences across all touchpoints.

• Collaborate with leaders across the organization to ensure aligned execution, efficient workflows, and seamless cross-departmental integration.

Leadership & Talent Development

• Build, lead, and inspire a high-performing, resident-centric leadership team across the call center, inside sales, applications, collections, renewals, and compliance functions.

• Coach and develop leaders through targeted feedback, performance management, and personalized development plans tied to strengths, growth areas, and career aspirations.

• Create and execute robust succession plans and talent strategies to ensure future leadership readiness and team continuity at every level.

Resident Experience & Operational Excellence

• Champion initiatives to deliver a seamless experience that drives resident loyalty and engagement and build the Tricon "out-caring" brand.

• Serve as a passionate brand advocate and steward of the Tricon resident experience, ensuring that every team and process reflects our commitment to service, integrity, and care.

• Champion a culture of continuous improvement, accountability, and service excellence - empowering teams to proactively solve problems, anticipate resident needs, and exceed expectations.

• Leverage resident feedback, performance metrics, and frontline insights to drive process enhancements, technology adoption, and innovative service delivery models.

Communication & Cross-Functional Collaboration

• Act as the key communicator of departmental strategy, KPI goals, and operational initiatives to senior leadership, peers, and frontline teams.

• Maintain a consistent, inspiring leadership presence and open-door approach with employees, ensuring transparent communication, recognition, and feedback loops across all levels.

Technology, Data & Compliance

• Identify, implement, and scale technology systems, including adoption of AI and automation, that optimize operational workflows, improve resident-facing services, and enhance team efficiency.

• Use data-driven insights from KPIs, resident satisfaction scores, financial performance, and employee engagement to inform strategic decisions and quickly adapt to evolving market conditions.

• Liaison with business partners across the organization while proactively identifying risk and building scalable solutions to mitigate it.

Culture & Employee Engagement

• Foster a culture of fairness, respect, and inclusion across all teams, ensuring every employee feels heard, valued, and empowered.

• Build rapport with teams through frequent engagement, active listening, and genuine presence at the frontline of operations.

• Recognize exceptional performance and uphold accountability for service failures, setting the standard for excellence in both resident care and team leadership.