Head of Hazardous Waste Customer Service (Norwood, MA)

Republic Services•Norwood, MA

1d•Hybrid

About The Position

As the Head of Hazardous Waste Customer Service, this position provides regional leadership for Environmental Solutions Customer Support operations, ensuring high-quality, compliant, and scalable service delivery across complex, highly regulated workflows. As a key partner to the Area President and their Sr. Leadership team, the role is accountable for operational performance, customer experience, waste profiling, onboarding, and the successful execution of enterprise initiatives. Serving as a strategic partner to Sales, Operations, Compliance, Legal, IT, and Enterprise Programs, this leader drives continuous improvement, standardization, regulatory compliance, and service excellence while leading a high-performing customer support organization.

Requirements

Demonstrated ability to lead through ambiguity, system change, and cross‑functional complexity.
Strong working knowledge of Hazardous and/or regulated waste operations, waste profiling, onboarding, and regulatory considerations.
Experience leading regional or multi‑location teams.
Exposure to enterprise system migrations or platform integrations.
Proven track record of improving service performance, quality, and scalability through process and people leadership.
Strong executive communication and stakeholder management skills.
Advanced proficiency in interpreting operational data and translating insights into action.
7 - 10 years of progressive experience in customer support, operations, or service delivery within a regulated or complex environment.
4+ years of people leadership experience managing leaders and/or multi‑layered teams.

Responsibilities

Lead customer support operations across assigned regions, ensuring consistent execution of waste profiling, onboarding, approvals, and customer issue resolution.
Own service performance, turnaround times, accuracy, and customer experience outcomes across high‑volume, highly regulated workflows.
Act as the senior escalation point for complex customer, regulatory, and operational issues, ensuring timely resolution and clear ownership.
Drive standardization of processes and handoffs to reduce variation, rework, and customer friction by identifying systemic issues, performance gaps, and recurring failure points; translate insights into actionable improvements.
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.
Serve as a primary Customer Support liaison to Sales, Operations, Compliance, Legal, Billing, and Enterprise Programs.
Proactively align with field leadership and area stakeholders to improve visibility, trust, and operational outcomes.
Lead change adoption for new tools, processes, and operating models, ensuring teams are trained, supported, and accountable.
Track, report, and communicate key operational metrics, risks, and trends to leadership.
Ensure Customer Support operations adhere to all applicable regulatory, audit, and compliance requirements (e.g., RCRA, DOT, TSCA) through active risk management by identifying control gaps, ownership ambiguity, or process breakdowns that could impact customers or the business.
Performs other job-related duties as assigned or apparent.