Director of Customer Experience & Sustainability Programs

Reverse Logistics Group (RLG); Woodbridge Township (NJ); On-site; USD 130,000 - 140,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Professional development

Health and dental benefits

401(k) with employer matching

International, dynamic work环境

Job summary

The Reverse Logistics Group (RLG) Americas is seeking a senior leader to head Account Management and Customer Care, driving client service excellence in EPR reporting, billing, and related contracted services.

You will guide cross-functional teams across Sales, Operations, Compliance, and Commercial Development to ensure accurate data, timely billing, and scalable solutions that enhance client retention and growth.

Qualifications

• Bachelor's degree or related field required or equivalent experience.
• Minimum 15+ years of account management experience with progressive leadership responsibilities.
• Strong expertise in sustainability or environmental compliance and related regulatory requirements.
• Excellent communication and data management skills; ability to present to external clients.

Responsibilities

• Lead and support Account Management and Customer Care teams to deliver high-quality client services (EPR reporting, billing, contracting).
• Ensure timely, accurate, and responsive client support with focus on satisfaction and retention.
• Guide clients through regulatory and EPR compliance requirements.
• Collaborate with Sales, Operations, Compliance, and Development teams to align client needs with business goals.
• Ensure accurate data collection, reporting, billing, and payment processing.
• Identify opportunities to strengthen client relationships and expand services.
• Provide training and guidance to help clients meet compliance requirements.
• Establish high customer service standards and proactive issue escalation.
• Partner with internal teams to improve processes and service delivery.
• Travel 20% within U.S. and Canada.

Skills

Account management

Leadership

Sustainability/compliance

Data reporting

Client relationship management

Education

Bachelor's degree in Business or Sustainability

15+ years of experience in account management

10+ years in senior leadership roles

10+ years in sustainability/environmental compliance

Tools

SharePoint

PowerPoint

Microsoft Office

Job description

The Reverse Logistics Group (RLG) Americas is seeking a senior leader to head Account Management and Customer Care, driving client service excellence in EPR reporting, billing, and related contracted services.

You will guide cross-functional teams across Sales, Operations, Compliance, and Commercial Development to ensure accurate data, timely billing, and scalable solutions that enhance client retention and growth.