Director of Operations Support

Position Summary

The Director of Operations Support provides operational analysis, coordination, and practical assistance to the Chief Operating Officer, District Operations Directors, and maintenance leaders across the Company’s solid waste collection and fleet maintenance operations. The role helps District Operations Directors translate Company priorities and performance targets into practical district-level actions while supporting consistency and visibility across locations. This position supports the Company’s operating cadence by organizing performance information, facilitating reviews, and providing hands-on assistance when requested by the Chief Operating Officer or a District Operations Director. District Operations Directors retain direct accountability for their respective district operations, employees, service delivery, and financial results. The Director of Operations Support provides enterprise visibility, specialized support, coordination, and escalation but does not replace district-level ownership.

Essential Duties and Responsibilities

• Coordinate and support the Company’s daily, weekly, monthly, and quarterly operating reviews.
• Maintain operational scorecards and dashboards using established enterprise definitions, targets, and reporting standards.
• Monitor route efficiency, labor utilization, overtime, cost per unit, service completion, missed pickups, customer complaints, safety performance, fleet availability, preventive maintenance compliance, maintenance cost, and other key measures.
• Use operating data and field observations to help District Operations Directors identify performance gaps, consider immediate causes, and develop corrective-action plans.
• Track agreed actions, provide requested support, and elevate unresolved barriers to the Chief Operating Officer.
• Prepare concise performance summaries for the Chief Operating Officer, District Operations Directors, and senior leadership, highlighting emerging risks, open actions, and matters requiring attention.
• Serve as a hands-on operating partner to District Operations Directors, helping translate Company performance expectations into clear district plans, measures, and follow-through.
• Participate in site visits and operating reviews with District Operations Directors and local leaders to gather information, identify support needs, and offer observations regarding safety, service, staffing, route execution, maintenance coordination, and Company standards.
• At the request of the Chief Operating Officer, provide focused performance-recovery assistance to a District Operations Director and the local leadership team.
• Advise and support District Operations Directors on labor planning, route execution, equipment allocation, disposal-cycle management, and other operating decisions that affect service and cost.
• Serve as a resource to District Operations Directors and maintenance leaders by providing operating tools, information, and practical assistance.
• Compile and organize Company-wide information on fleet availability, utilization, preventive maintenance compliance, road calls, downtime, shop throughput, maintenance spend, and asset condition for review by the Chief Operating Officer, District Operations Directors, and Fleet Maintenance leadership.
• Support maintenance and district operations leaders by identifying recurring reliability trends, facilitating communication between shops and route teams, and assisting with agreed actions intended to reduce equipment-related service disruption.
• Support fleet right-sizing, equipment deployment, replacement scheduling, and capital-planning recommendations in partnership with Maintenance, Finance, and Procurement.
• Highlight fleet-performance variances against Company targets and available industry benchmarks and assist District Operations Directors and Fleet Maintenance leaders with follow-up on agreed actions.
• Support the Company-wide rollout of approved operating procedures, playbooks, management routines, and performance standards by providing District Operations Directors with implementation materials, coordination, and practical assistance.
• Document observed gaps in field execution and share them with the District Operations Director, appropriate process owner, and Director of Data Quality, Integrity & Process Excellence.
• Assist District Operations Directors with implementing and reinforcing approved changes when requested.
• Support district readiness for seasonal demands, service changes, major customer transitions, equipment constraints, and other significant operating events.
• Identify effective field practices and partner with the Director