Director of Customer Operations

What You’ll Be Doing

• Lead customer operations strategy and execution across customer operations, account support, billing coordination, training, quality assurance, and service resolution functions.
• Establish and maintain service standards, workflows, and escalation processes to improve responsiveness, first-contact resolution, and overall customer satisfaction.
• Partner with partner relations, field operations, and fleet teams to ensure service issues, missed pickups, container deliveries, schedule changes, and special pickups are resolved accurately and on time.
• Oversee customer account processes including new service setup, service changes, contract administration support, account maintenance, and retention efforts.
• Collaborate with finance and billing teams to improve invoice accuracy, payment processing support, dispute resolution, credit/collections workflows, and customer communication related to account balances.
• Develop and monitor key performance indicators such as call response times, case resolution time, billing accuracy, customer retention, complaint trends, service recovery, and productivity.
• Drive continuous improvement initiatives that streamline customer workflows, reduce service failures, improve data quality, and enhance the end-to-end customer experience.
• Lead, coach, and develop Team Leads and frontline team members; build staffing plans, training programs, quality standards, and performance expectations.
• Partner with sales and account management teams to support onboarding, renewals, service expansions, and strategic customer communications.
• Prepare regular operational reviews for senior leadership, including trend analysis, customer insights, risk areas, staffing needs, and recommended corrective actions.

What You’ll Bring To The Table

• Bachelor's degree in business, operations management, supply chain, communications, or a related field preferred; equivalent leadership experience may be considered.
• 8+ years of progressive experience in customer operations, customer service, business operations, logistics, or service delivery.
• 3+ years in a senior leadership role.
• Demonstrated success leading teams, improving KPIs, implementing process improvements, and managing operational change.
• Preferred Skills: Experience in waste management, recycling or environmental services; background working with billing systems, CRM platforms, dispatch software, ERP tools, and performance dashboards; experience supporting residential, commercial, roll-off, industrial, or municipal customer segments; strong understanding of customer retention, service recovery, complaint management, and account lifecycle processes; ability to translate operational data into action plans and communicate effectively with executive leadership, frontline teams, and customers; experience leading multi-site teams or shared service/customer care functions is strongly preferred.