Director of Operations
About The Position
The Director of Operations at Waste Solution Services (WSS) reports to the Chief Operating Officer (COO) and is responsible for the strategic and operational management of the Service Operations group, including Customer Service, Account Management, Proposals, and Vendor Relations. This hands-on, execution-focused leadership role builds operational processes, eliminates bottlenecks, improves cross-functional collaboration, and drives efficiency across the organization. The Director challenges existing operations, creates clarity between departments, and implements scalable processes that improve execution and accountability. The Director holds the Operations team accountable for high-quality outcomes and performance standards across all Operations departments.
Requirements
- 10+ years of progressive leadership experience in customer and vendor operations, preferably within a service-based or waste industry.
- Experience architecting and building customer-facing operations teams.
- Experience training and mentoring managers and team leads.
- Proven ability to lead, manage, and hold staff and managers accountable.
- Expertise providing executive oversight to complex business functions, including vendor negotiation and proposal management.
- Demonstrated success improving operational processes, removing inefficiencies, and leading cross-functional execution.
- Experience directing a Customer Service function, including serving as the final point of escalation for critical customer retention efforts.
- Experience overseeing legal risks, litigation matters, and high-stakes contractual disputes.
- Exceptional communication and cross-functional collaboration skills.
- Experience leading multiple departments or functions, not just a single team.
- Proven track record of improving processes, increasing efficiency, and creating measurable operational improvements.
- Experience reading and interpreting reports and presenting to leadership.
Nice To Haves
- Six Sigma Green Belt certification.
- Experience in B2B service-oriented businesses.
Responsibilities
- Lead, manage, mentor, and hold Operations team leads and staff accountable for departmental goals and performance standards.
- Set KPIs, goals, and milestones for the operations teams.
- Identify and eliminate operational bottlenecks and improve efficiency across departments.
- Oversee managers across Proposals, Vendor Relations, Account Management, and Customer Service; improve interdepartmental communication and provide strategic oversight on complex escalations.
- Identify inefficiencies, root causes, and recurring operational issues, then develop and execute lasting solutions.
- Improve communication and problem-solving between departments.
- Create interdepartmental processes and workflows.
- Establish clear ownership, accountability, and handoff processes between departments.
- Challenge existing workflows and operating procedures and implement better approaches where appropriate.
- Drive cross-functional initiatives from planning through execution, ensuring projects are completed on time and deliver measurable business impact.
- Serve as the final point of escalation for customer retention efforts when other strategies have failed.
- Maintain a hands-on approach to solving operational problems.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
