Program Manager II (Recycling and Refuse Collections Operations), Grade N25

Montgomery County • 2425 Reedie Dr Wheaton MD 20902 USA, MD

5d • Hybrid

About The Position

The Department of Environmental Protection (DEP) is seeking a dynamic and experienced Program Manager II (Field Operations) in the Recycling and Resource Management Division, Recycling and Refuse Services Section to provide daily oversight of the Field Operations team and recycling and refuse collection services provided to single-family homes and townhomes performed by County-contracted recycling and refuse collection service providers. The County provides weekly recycling collection services to more than 224,000 single-family homes, and weekly refuse collection services to approximately 94,000 single-family homes across thirteen service areas. This position works directly with the Program Manager II (Quality Control team) to coordinate the daily activities of 12 Field Inspectors (Program Specialist II) and 3 Contamination Specialists. This position oversees the resolution of customer complaints received by MC311, the County Executive’s Office, County Council members, DEP Director, DEP Deputy Director, Division Chief, and supervisor. This position also serves as the liaison with other sections, divisions, and departments to address recycling and refuse collection service issues or other issues impacting recycling and refuse programs for the single-family sector. The successful candidate will have considerable knowledge and skill in residential recycling and refuse collection services program management and subject matter program principles to maintain County-provided recycling and refuse collection services.

Requirements

• Thorough five (5) years of professional experience overseeing and/or providing weekly residential recycling or refuse collection services, and/or experience in solid waste service operations/programs.
• Graduation from an accredited college or university with a Bachelor’s Degree.
• Possess and maintain at all times a valid Class "C" (or equivalent) driver's license from the applicant's state of residence.
• Considerable knowledge of County-provided recycling and solid waste programs and services provided to the single-family sector.
• Considerable knowledge of the County’s solid waste code and recycling regulations.
• Considerable knowledge of overall recycling and refuse collection operations, including equipment and labor capabilities, and routing requirements.
• Knowledge of general principles of procurement.
• Knowledge of principles, policies, and practices of contract management, used to oversee, monitor, and document contractor performance with respect to services provided.
• Considerable knowledge of the County’s personnel regulations and collective bargaining agreements.
• Knowledge of basic statistical techniques, used to conceptualize, develop, oversee, and perform evaluation and analysis, and establish metrics to determine effectiveness of services provided.
• Ability to explain solid waste program requirements both orally and in writing to diverse audiences.
• Ability to deal tactfully, effectively, and equitably with residents, staff, and contractors.
• Ability to attend meetings or perform other assignments at locations outside of the office.
• Experience using Microsoft Office Suite and any other computer and automated office technology, including web-based programs.

Nice To Haves

• Experience in providing or overseeing single-family residential recycling and refuse collection programs.
• Experience in managing recycling and refuse collection fleets, including equipment, personnel, and routing.
• Experience in written and oral communication and customer service regarding complex and controversial issues to a wide variety of diverse audiences.
• Experience recognizing and analyzing problems and developing a course of action.
• Experience in personnel management, including team building, planning, managing, directing, and supervising work of subordinate employees (professional, administrative, and/or labor/trades personnel) in a union environment.
• Experience in fiscal/contract management.

Responsibilities

• Supervising field operations team, assigning work, providing instructions, reviewing completion of assignments, conducting performance plans and appraisals, and following up to ensure prompt fulfilment of resident Service Requests assigned to Field Operations Team.
• Coordinating with County-contracted recycling and refuse collection service providers, ensuring contractor performance and compliance with the provisions of the single-family residential recycling and refuse collection service agreements, and County laws and regulations.
• Overseeing annual truck inspection process and notifying contractor of vehicle maintenance issues and ensuring collection routes are updated as needed to maintain proper collection efficiencies.
• Managing food scraps recycling collection services, including responding to resident inquiries and coordinating with the food scraps recycling contractor, responding to requests for information, requests for inclusion in the program, following up on resident complaints of service issues, and oversight of the delivery of food scraps recycling containers and starter kits to participants.
• Serving as Recycling and Refuse Services liaison with residents, and County staff in other DEP sections, divisions, and other County departments to address concerns and resolve complaints.
• Investigating and evaluating new recycling and refuse collection initiatives for the single-family residential sector to increase recycling and reduce waste, including implementation of programs or services.
• Responding to resident service requests for recycling and refuse collection services, information and complaints.
• Responding both orally and in writing to diverse audiences, identifying and resolving collection issues and concerns, and contacting residents to resolve complaints.
• Analyzing field survey results and implementing new initiatives designed to reduce waste and increase recycling at the curb.
• Ensuring that all service requests submitted to the County’s MC311 system pertaining to the County’s recycling and refuse collection systems and programs and assigned to the Field Operations team are properly assigned and fulfilled within the required time frame.
• Developing and providing detailed reports to Division management and to the collection companies for review and follow-up.
• Monitoring and tracking established budget targets and advising management of status, achievement, and implications of budget decisions rendered.
• Assisting the Section Chief in developing metrics, evaluations, and assessments to measure the effectiveness of County-provided recycling and refuse collection services.

Benefits

• The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $85,937 - $137,383, based on the candidate’s qualifications and experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level