Senior Manager of Environmental Services

UBLIC SERVICES CUSTOMER RESOURCE CENTER WEST, LLC•Norwood, MA

12d•$138,500 - $190,400•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, regulated workflows. The role is accountable for operational performance, people leadership, cross-functional partnership, and execution of enterprise initiatives affecting profiling, onboarding, approvals, billing, and customer experience. It is a hands-on leadership position that balances day-to-day execution with continuous improvement and serves as a key escalation point and strategic partner to Sales, Operations, Compliance, IT, and Enterprise Programs. The position provides regional leadership for customer support operations and partners with the Area President and their senior leadership team. It is responsible for operational performance, customer experience, waste profiling, onboarding, and execution of enterprise initiatives, while driving continuous improvement, standardization, regulatory compliance, and service excellence. The position is based in Norwood, Massachusetts, and is hybrid, 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 multi-layered teams.
Strong working knowledge of hazardous and/or regulated waste operations, waste profiling, onboarding, and regulatory considerations.
Experience leading regional or multi-location teams.
Demonstrated ability to lead through ambiguity, system change, and cross-functional complexity.
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.
Standardize processes and handoffs to reduce variation, rework, and customer friction; identify systemic issues, performance gaps, and recurring failure points and translate insights into actionable improvements.
Coach and develop team members, monitor performance, lead 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 operational metrics, risks, and trends to leadership.
Ensure Customer Support operations comply with applicable regulatory, audit, and compliance requirements, including RCRA, DOT, and TSCA, and actively manage risks by identifying control gaps, unclear ownership, and process breakdowns.
Perform other job-related duties as assigned or apparent.