Director of Customer Operations

Waste Harmonics Keter•Stamford, CT

5d•$135,000 - $150,000•Onsite

About The Position

The Director of Customer Operations is a senior leadership role overseeing 30 – 50 employees with 4 – 6 direct leadership reports. This position reports directly to the Head of Customer Operations. The Director of Customer Operations is responsible for setting the vision, strategy, and operating model for customer-facing functions within Waste Harmonics Keter. This is a transformational leadership role. The Director owns the design and build-out of the customer operations model, not only its day-to-day management, and is accountable for the measured performance of the teams, programs, and metrics they put in place. This leader has broad accountability for service excellence, customer retention, billing accuracy, collections support, issue resolution, process transformation, and ownership of strategic initiatives that strengthen the customer experience and enterprise performance. Serving as a key cross-functional partner to operations, sales, finance, and field leadership, the Director drives scalable execution across all service lines while establishing governance, performance expectations, and long-range improvement priorities. The ideal candidate brings a strong executive presence a data-first approach to operational decisions, and a track record of developing leaders who then develop their own teams. THIS ROLE SITS ONSITE IN STAMFORD CT. 5 DAYS A WEEK

Requirements

Bachelor's degree in business, operations management, supply chain, communications, or a related field preferred; equivalent leadership experience may be considered.
Own the Learning and Development agenda for the team. Identify skill and knowledge gaps, set the training priorities, and design the curriculum framework, while coaching and directing a dedicated trainer who executes and builds on that structure
8+ years of progressive experience in customer operations, customer service, business operations, logistics, or service delivery
3+ years in a senior leadership role, including leading through other leaders (managers or team leads) rather than only managing individual contributors
Demonstrated ownership of a transformation or function build-out where you made the structural decisions rather than executing someone else's plan, with before-and-after metrics to show the result
Hands-on operational data analytics. You build the reporting, not just read it, and can point to an analysis that changed an operational decision
Experience building or substantially rebuilding a QA and/or training program, including the standards, scorecards, and the coaching model behind them

Nice To Haves

Experience in waste management, recycling or environmental services
Background working with billing systems, CRM platforms, dispatch software, ERP tools, and performance dashboards, working knowledge of BI tools such as Power BI or Tableau a strong plus
Experience supporting residential, commercial, roll-off, industrial, or municipal customer segments
Experience directing training and Learning and Development work, including identifying skill gaps, designing the curriculum and learning path, and developing early-career training staff by providing the structure and direction they build from
Experience leading multi-site teams or shared service/customer care functions is strongly preferred

Responsibilities

Lead customer operations strategy and execution across customer operations, account support, billing coordination, training, quality assurance, and service resolution functions
Own end-to-end transformation of the customer operations function: assess the current state, design the future operating model, make structural and system decisions, and lead the build-out through to measured results
Build the operational analytics and KPI framework for customer operations. Define the metrics, build the dashboards and reporting cadence, set targets, and use the data to direct where the team spends its time. Metrics include call response times, case resolution time, billing accuracy, customer retention, complaint trends, service recovery, and productivity
Build and own the Quality Assurance program: scorecards, call and case monitoring, calibration sessions, root-cause analysis, and the feedback loop that turns QA findings into targeted training and coaching
Develop Team Leads into stronger leaders. Define what good looks like at the team lead level, coach them on how to coach, run a consistent leadership development and one-on-one cadence, and hold them accountable for their teams' metrics. Own staffing plans and performance expectations
Establish and maintain service standards, workflows, and escalation processes to improve responsiveness, first-contact resolution, and overall customer satisfaction
Partner with partner relations, field operations, and fleet teams to ensure service issues, missed pickups, container deliveries, schedule changes, and special pickups are resolved accurately and on time
Collaborate with finance and billing teams to improve invoice accuracy, payment processing support, dispute resolution, credit/collections workflows
Prepare regular operational reviews for senior leadership, including trend analysis, customer insights, risk areas, staffing needs, and recommended corrective actions

Benefits

Competitive Compensation
Annual Bonus Plan at Every Level
Continuous Learning and Development Opportunities
401(k) Retirement Savings with Company Match; Immediate Vesting
Medical & Dental Insurance
Vision Insurance (Company Paid)
Life Insurance (Company Paid)
Short-term & Long-term Disability (Company paid)
Employee Assistance Program
Flexible Spending Accounts/Health Savings Accounts
Paid Time Off (PTO), Including birthday off, community volunteer hours and a Friday off in the summer
7 Paid Holidays