Director of Customer Operations
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 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, sound business judgment, and the ability to lead through influence while translating strategy into disciplined operational results.
Requirements
- Bachelor's degree in business, operations management, supply chain, communications, or a related field preferred; equivalent leadership experience may be considered.
- 8+ years of progressive experience in customer operations, customer service, business operations, logistics, or service delivery.
- 3+ years in a senior leadership role.
- Demonstrated success leading teams, improving KPIs, implementing process improvements, and managing operational change.
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.
- Experience supporting residential, commercial, roll-off, industrial, or municipal customer segments.
- Strong understanding of customer retention, service recovery, complaint management, and account lifecycle processes.
- Ability to translate operational data into action plans and communicate effectively with executive leadership, frontline teams, and customers.
- 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.
- 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.
- Oversee customer account processes including new service setup, service changes, contract administration support, account maintenance, and retention efforts.
- Collaborate with finance and billing teams to improve invoice accuracy, payment processing support, dispute resolution, credit/collections workflows, and customer communication related to account balances.
- Develop and monitor key performance indicators such as call response times, case resolution time, billing accuracy, customer retention, complaint trends, service recovery, and productivity.
- Drive continuous improvement initiatives that streamline customer workflows, reduce service failures, improve data quality, and enhance the end-to-end customer experience.
- Lead, coach, and develop Team Leads and frontline team members; build staffing plans, training programs, quality standards, and performance expectations.
- Partner with sales and account management teams to support onboarding, renewals, service expansions, and strategic customer communications.
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
