Director, Quality Assurance

Established in 2020, Mini Mall Storage Properties has been successfully acquiring storage facilities throughout North America with rapid expansion in the United States. We have a team of talented and diverse self-storage experts who span across 15 states and 7 provinces to support and manage our rapid growth across North America. With over 50,000 units and almost 8 million square feet of self-storage space, our goal is to make storage simple and accessible throughout life's transitions.

The Mini Mall vision is to provide storage seekers with convenience and state-of-the-art technology. As such, we offer affordable storage solutions equipped with industry-leading safety, security, and innovation. With expansive growth comes challenge and opportunity; our talented team is dynamic, diverse, and inclusive. We collaborate effectively across our business functions to achieve our collective goals to redefine the self-storage experience.

Our team is in search of a Director, Quality Assurance, who will lead the development and execution of a comprehensive QA strategy, ensuring operational excellence, compliance, and customer satisfaction across all locations while advising leadership, mentoring teams, and driving continuous improvement.

WHAT WILL YOU DO?

• Design and implement a comprehensive quality assurance strategy that aligns with the company's vision, and operational goals.
• Lead the development of scalable QA processes, standards, and best practices across all locations in Canada and the United States
• Act as a key advisor to executive leadership on quality assurance matters, including customer experience, compliance, and risk management, as well as actionable recommendations
• Oversee and guide the execution of regular audits of operational practices and facilities to ensure adherence to brand standards and regulatory requirements.
• Develop performance metrics to monitor compliance, operational efficiency, and the overall customer experience.
• Ensure the effective resolution of quality-related issues by establishing corrective and preventive action protocols.
• Build, manage, and mentor a high-performing quality assurance team.
• Drive the creation and delivery of training programs, materials, and resources to promote operational consistency and excellence across the organization.
• Analyze customer feedback and complaint trends to identify opportunities for improvement and innovation.
• Partner with cross-functional teams to implement initiatives that enhance the customer journey and satisfaction.
• Analyze operational data and trends to inform decision-making and identify areas for process optimization.
• Stay ahead of regulatory changes and industry trends to ensure ongoing compliance and competitive positioning.
• Serve as the organization's subject matter expert on quality assurance and compliance within the self-storage industry.

WHAT WILL YOU NEED?

• Bachelor's degree in Business Administration, Operations Management, or a related field is required. A Master's degree or equivalent advanced education is preferred.
• 8+ years of experience in quality assurance, operations, or related leadership roles, with a strong preference for experience in the self-storage or retail industry.
• Experience developing and leading company-wide QA initiatives.
• Exceptional strategic thinking and leadership abilities.
• Strong organizational and analytical skills, with an aptitude for solving complex problems.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Expertise in quality assurance tools, software, and methodologies, such as Six Sigma, Lean, or ISO standards.

WHAT DO WE OFFER?

• We live and breathe our core values. We make a difference and have a positive impact on people. We act responsibility and hold ourselves, and each other, accountable. We are a community with a shared ambition to unify our teams and customers. We act deliberately, and always with integrity and compassion.
• With the support from your teammates and senior leadership, you will be empowered to do things differently, grow personally and professionally, and bring your whole self to work. There's no limit to the impact you can make.
• We provide a competitive compensation package comprised of a group benefits plan and discretionary profit-sharing program.
• We are committed to a safety-first work environment.

What makes us different makes us stronger. We strive to ensure Mini Mall Storage Properties is a great place to work for everyone; where people feel safe, included, inspired, trusted, and supported so they can be - and bring - their best. We're committed to creating a respectful and inclusive workplace where unique perspectives, experiences, backgrounds, cultures, and attributes are valued and utilized to help achieve better results. As an organization with operations across different geographies, we celebrate the fact that our workforce is made up of people with diverse demographics. We are committed to ensuring our workplace is fair, equitable, and free of discrimination and harassment.