Senior Manager of Environmental Services

Republic Services•Norwood, MA

19d•Hybrid

About The Position

The Senior Manager Customer Support – Environmental Solutions provides regional leadership for Environmental Solutions Customer Support operations, ensuring high-quality, compliant, and scalable service delivery across complex, highly regulated workflows. The role is accountable for operational performance, people leadership, cross-functional partnership, and enterprise initiatives affecting profiling, onboarding, approvals, billing, and customer experience. It balances hands-on day-to-day execution with continuous improvement and serves as a key escalation point and strategic partner to Sales, Operations, Compliance, Legal, IT, and Enterprise Programs. The Senior Manager partners with the Area President and their Senior Leadership team to lead a high-performing customer support organization. The role drives standardization, service excellence, regulatory compliance, and improvement across regional operations. This hybrid position is based in Norwood, Massachusetts, with four days per week on-site. Relocation support is available.

Requirements

7–10 years of progressive experience in customer support, operations, or service delivery within a regulated or complex environment.
At least 4 years of people leadership experience managing leaders and/or multilayered teams.
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 multilocation teams.
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.

Nice To Haves

Exposure to enterprise system migrations or platform integrations.

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.
Serve as the senior escalation point for complex customer, regulatory, and operational issues, ensuring timely resolution and clear ownership.
Identify systemic issues, performance gaps, recurring failure points, and opportunities to standardize processes and handoffs; translate findings into actionable improvements that reduce variation, rework, and customer friction.
Coach and develop team members to build skills and improve performance.
Monitor staff performance, drive performance improvement initiatives, and ensure service levels meet or exceed agreed standards.
Serve as a primary Customer Support liaison to Sales, Operations, Compliance, Legal, Billing, and Enterprise Programs.
Align proactively with field leadership and area stakeholders to improve visibility, trust, and operational outcomes.
Lead adoption of 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 meet applicable regulatory, audit, and compliance requirements, including RCRA, DOT, and TSCA, through active risk management.
Identify control gaps, unclear ownership, and process breakdowns that could affect customers or the business.
Perform other job-related duties as assigned or apparent.