This is a hybrid role based in Malvern, PA (3 days in office)
The Operations Customer Experience Manager is responsible for aligning and implementing operational strategies, programs, and initiatives that enhance customer satisfaction, loyalty, and profitability. Acting as the voice of the customer throughout the organization, this role drives change by championing customer insights, advocating for customer-centric decisions, and leading cross-functional collaboration. The position requires a blend of strategic thinking, industry expertise, initiative, and hands-on execution to optimize the customer journey and support sustainable business growth.
Who we are:CubeSmart is a publicly traded real estate investment trust (REIT) focused on the development, acquisition, disposition, and management of self-storage facilities. CubeSmart is headquartered in Malvern, PA, a suburb of Philadelphia, and is one of the largest self-storage owners and operators in the United States, with more than 1500 locations nationwide.
Over the past five years, CubeSmart has grown significantly, acquiring approximately $1.5 billion in assets. Our growth is possible because of our 3,000 teammates across the country who work together to grow the company, serve our Customers, and deliver results through a culture of open communication and collaboration. We are excited to have you join our team and grow with us!
Responsibilities
Project Management
Lead or play a critical role in customer-facing operational initiatives.Assess, recommend, and implement changes to operational procedures that elevate customer experience.Apply structured project management approaches to ensure initiatives are delivered on time, within scope, and with measurable impact.Strategy Development
Partner across departments to design and execute a customer experience strategy aligned with business objectives and customer needs.Conduct customer journey mapping to identify opportunities for improvement across all touchpoints.Anticipate and mitigate operational risks or dependencies; adapt quickly as challenges arise.Leverage knowledge of industry trends and CX innovations in self-storage and related industries to inform strategy.Stakeholder Collaboration
Collaborate cross-functionally to align and deliver consistent customer experience initiatives.Partner with senior leadership to prioritize customer experience investments and embed customer-first decision making.Act as a visible advocate for customer-centered strategies to foster team understanding, alignment, and engagement.Customer Insights & Analysis
Analyze customer feedback, surveys, and operational data to identify trends, root causes, and improvement opportunities.Experience the customer journey firsthand through store visits, interactions, and direct feedback gathering.Develop and implement metrics, KPIs, and dashboards to monitor customer satisfaction and operational performance.Frame problems in clear, actionable ways that drive value for both the customer and the company.Continuous Improvement & Industry Expertise
Lead and support cross-functional teams to identify, prioritize, and implement CX enhancements.Stay informed of emerging technologies, vendor solutions, and best practices to ensure competitive advantage.Display curiosity and a commitment to ongoing improvement, continuously seeking ways to innovate.Demonstrate resilience and tenacity, overcoming obstacles to keep initiatives moving forward.Takes ownership and works autonomously to assess priorities, set clear goals, seek clarity where needed, and confidently advancing initiatives.
Qualifications
5+ years of relevant experience in customer experience and/or project management (self-storage or related service industries preferred).Bachelor’s degree or equivalent experience preferred.Strong oral, written, and presentation skills, with the ability to influence and engage at all levels.Excellent time management; able to balance multiple projects simultaneously.Proven self-starter who is proactive and thrives in dynamic environments and takes initiative to drive change.Detail-oriented with strong troubleshooting and reporting capabilities.Skilled at simplifying complex customer journeys into clear, transparent narratives for colleagues.Strong analytical, strategic thinking, and problem-solving skills.Displays curiosity and a customer-centric mindset.Demonstrated success in building and maintaining productive cross-functional and external relationships.Professional presence in representing the company externally.
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