Director National Operations Execution

Republic Services•Phoenix, AZ

1d•Hybrid

About The Position

POSITION SUMMARY: The Director National Ops Execution provides enterprise leadership and strategic direction for Retail and TWS customer onboarding, implementation, and operational execution across the organization. This role establishes governance, standards, and scalable operating frameworks to ensure consistent, compliant, and high-quality service delivery for the company's largest and most complex regional and nationwide customers. The Director is accountable for driving operational excellence, financial performance, risk mitigation, and cross functional alignment across field operations, sales, corporate partners, and third-party service providers. This position leads the design and continuous improvement of implementation processes, ensures contractual compliance, and enables revenue growth and cost optimization through disciplined execution and enterprise-wide collaboration. PRINCIPAL RESPONSIBILITIES: Sets and leads the national strategy for customer onboarding, implementation, and operational execution for Retail and TWS, ensuring alignment with enterprise growth, revenue retention, and operational excellence objectives. Provides enterprise-wide leadership and governance over implementation standards, policies, and best practices across areas, business units, and third-party partners to ensure consistent service delivers and contractual compliance. Serves as the executive point of accountability for large-scale, high impact customer transitions, driving seamless onboarding, cost optimization, service performance, and risk mitigation. Partners with senior operations, sales, and national account leadership to proactively identify strategic opportunities, remove systemic barriers, and strategic customer experience and operational scalability. Establishes standardized processes, technology enablement strategies and continuous improvement frameworks to increase efficiency, quality assurance, capacity creation, and productivity across implementation activities. Owns financial stewardship for the function, including budget development, cost management, performance metrics, and delivering against financial and operational targets. Drives cross-functional enterprise collaboration, influencing internal departments, field leadership, and third party partners to resolve complex operational challenges and ensure consistent execution across divisions. Champions a culture of operational excellence, accountability, and customer-centric leadership, reinforcing quality standards, governance disciplines, and scalable best practices nationwide. Coaches and develops a team of professionals to assist in their development and attainment of necessary skills to lift performance. Monitors staff performance and drives performance improvement initiatives and ensures that service levels meet or exceed agreed upon standards. Performs other job-related duties as assigned.

Requirements

Demonstrated experience leading cross-functional, multi-regional initiatives involving operations, sales, finance, customer service, and third part partners.
A deep understanding of strategic planning principles and the ability to translate strategy into actionable operational plans.
Excellent written and verbal communication skills to effectively convey complex information to various stakeholders.
Proven track record of designing and implementing scalable operating frameworks, governance models, and standardized process across distributed organizations.
Working knowledge of customer lifecycle management including onboarding, implementation, contract compliance, billing (a/P, A/R), and service delivery operations.
Comprehensive understanding and best practices within the waste management industry (or similarly complex, asset-intensive service environments), environmental regulatory and compliance preferred.
Financial acumen with accountability for cost control, forecasting, and performance metrics.
5-7 years of direct leadership experience managing managers and professional teams, with accountability for performance outcomes, financial targets, and operational metrics.
10+ years of progressive leadership experience in operations, implementation, or national account management, including responsibility for enterprise-scale initiatives.

Responsibilities

Sets and leads the national strategy for customer onboarding, implementation, and operational execution for Retail and TWS, ensuring alignment with enterprise growth, revenue retention, and operational excellence objectives.
Provides enterprise-wide leadership and governance over implementation standards, policies, and best practices across areas, business units, and third-party partners to ensure consistent service delivers and contractual compliance.
Serves as the executive point of accountability for large-scale, high impact customer transitions, driving seamless onboarding, cost optimization, service performance, and risk mitigation.
Partners with senior operations, sales, and national account leadership to proactively identify strategic opportunities, remove systemic barriers, and strategic customer experience and operational scalability.
Establishes standardized processes, technology enablement strategies and continuous improvement frameworks to increase efficiency, quality assurance, capacity creation, and productivity across implementation activities.
Owns financial stewardship for the function, including budget development, cost management, performance metrics, and delivering against financial and operational targets.
Drives cross-functional enterprise collaboration, influencing internal departments, field leadership, and third party partners to resolve complex operational challenges and ensure consistent execution across divisions.
Champions a culture of operational excellence, accountability, and customer-centric leadership, reinforcing quality standards, governance disciplines, and scalable best practices nationwide.
Coaches and develops a team of professionals to assist in their development and attainment of necessary skills to lift performance.
Monitors staff performance and drives performance improvement initiatives and ensures that service levels meet or exceed agreed upon standards.
Performs other job-related duties as assigned.