Customer Excellence Leader - Service Delivery & Growth

Veolia | North America; Baytown (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Tuition reimbursement

Volunteer time off

Job summary

Veolia North America seeks a senior leader to own the service delivery process, ensuring exceptional customer service and timely cash flow. You will lead a multidisciplinary team including Customer Technical Advisors and Regulatory Specialists, drive process improvements, and coordinate handoffs across Sales, Operations and Project Management.

You will be responsible for coaching staff, managing billing, and reducing unbilled work while reporting progress to senior leadership.

Qualifications

• Experience in customer, technical and operational roles in Veolia or similar.
• Proven track record delivering performance improvements.
• Ability to build and lead diverse teams.

Responsibilities

• Lead a team of Customer Technical Advisors, Regulatory Specialists and a Contract Control Manager.
• Own the service delivery process from planning to billing and reduce rework.
• Set expectations for advisors and manage Net Promoter Scores.
• Maintain a small expert regulatory team focused on high-value advice.
• Ensure smooth handover of customers from Sales to Account Managers.
• Coordinate with Project Managers to avoid disrupting customer delivery.
• Identify growth opportunities and report progress to leadership.

Skills

Team leadership

Service delivery improvement

Billing oversight

Regulatory knowledge

Account planning

Cross-functional collaboration

Project coordination

Education

High School Diploma/GED

Job description

Veolia North America seeks a senior leader to own the service delivery process, ensuring exceptional customer service and timely cash flow. You will lead a multidisciplinary team including Customer Technical Advisors and Regulatory Specialists, drive process improvements, and coordinate handoffs across Sales, Operations and Project Management.

You will be responsible for coaching staff, managing billing, and reducing unbilled work while reporting progress to senior leadership.