Director of Operations

Waste Solution Services LLC; Town of Lawrence (NY); Vor Ort; USD 150.000 - 210.000; Vollzeit

Zusammenfassung

Waste Solution Services LLC in Lawrence, NY is seeking a Director of Operations to lead the Service Operations group, including Customer Service, Account Management, Proposals, and Vendor Relations. This hands-on executive role focuses on building scalable processes, eliminating bottlenecks, and driving efficiency across the organization.

The Director will hold departments accountable for high-quality outcomes, manage staff and managers, and drive cross-functional initiatives from planning

Qualifikationen

• 10+ years leading customer and vendor operations in a service-based environment.
• Experience building customer-facing operations teams.
• Experience training and mentoring managers and team leads.
• Proven ability to lead, manage, and hold staff accountable.
• Executive oversight to complex business functions including vendor negotiation and proposals.

Aufgaben

• Lead, manage, mentor, and hold the Operations team leads accountable for goals and performance.
• Set KPIs, goals, and milestones for operations teams.
• Identify and remove bottlenecks while improving efficiency across departments.
• Oversee Proposals, Vendor Relations, Account Management, and Customer Service to streamline operations and escalations.
• Identify inefficiencies and implement solutions for lasting improvements.
• Improve interdepartmental communication and handoffs across functions.
• Create interdepartmental processes and workflows with clear ownership.
• Challenge workflows and implement better ways of working where opportunities exist.
• Drive cross-functional initiatives from planning through execution to deliver measurable impact.
• Act as final escalation point for customer retention when needed.

Kenntnisse

Leadership

Customer service

Vendor relations

Proposals

Account management

Cross-functional collaboration

Process improvement

Strategic planning

People management

Ausbildung

Six Sigma Green Belt

Jobbeschreibung

Job Title: Director of Operations

Location: Lawrence, NY (In-Person)

Overview

The Director of Operations at Waste Solution Services (WSS) reports to the Chief Operating Officer (COO). This role is responsible for the strategic and operational management of the Service Operations group, including Customer Service, Account Management, Proposals, and Vendor Relations.

This is a hands-on, execution-focused leadership role responsible for building operational processes, eliminating bottlenecks, improving cross-functional collaboration, and driving efficiency across the organization. The Director will challenge existing operations, create clarity between departments, and implement scalable processes that improve execution and accountability.

The Director serves as a key leader who holds the Operations team accountable for delivering high-quality outcomes and maintaining performance standards across all Operations departments.

Key Responsibilities

• Lead, manage, mentor, and hold the Operations team leads and staff accountable for meeting departmental goals and performance standards.
• Set KPIs, goals, and milestones for the operations teams.
• Identify and eliminate operational bottlenecks while improving efficiency across departments.
• Oversee the managers across Proposals, Vendor Relations, Account Management, and Customer Service to remove operational bottlenecks and improve interdepartmental communication, providing strategic oversight on complex escalations.
• Identify inefficiencies, root causes, and recurring operational issues, then develop and execute solutions that drive lasting improvements.
• Improve communication and problem-solving between departments.
• Create interdepartmental processes and workflows.
• Establish clear ownership, accountability, and handoff processes between departments to eliminate confusion and improve execution.
• Challenge existing workflows and operating procedures, recommending and implementing better ways of working when opportunities exist.
• Drive cross-functional initiatives from planning through execution, ensuring projects are completed on time and deliver measurable business impact.
• Act as the final point of escalation for customer retention efforts when all other strategies have failed.
• Maintain a hands-on approach, rolling up sleeves to solve problems rather than managing solely from a high level.

Qualifications

• 10+ years of progressive leadership experience in customer and vendor operations, preferably within a service-based or waste industry.
• Experience architecting and building customer-facing operations teams.
• Experience training and mentoring managers and team leads.
• Proven ability to lead, manage, and hold staff and managers Accountable.
• Expertise in providing executive oversight to complex business functions, including vendor negotiation and proposal management.
• Demonstrated success improving operational processes, removing inefficiencies, and leading cross-functional execution.
• Demonstrated experience in directing a Customer Service function, including serving as the final point of escalation for critical customer retention efforts.
• Experience with oversight of legal risks, litigation matters, and high-stakes contractual disputes.
• Exceptional communication and cross-functional collaboration skills.
• Experience leading multiple departments or functions, not just a single team.
• Proven track record of improving processes, increasing efficiency, and creating measurable operational improvements.
• Experience reading and interpreting reports and presenting to leadership.

Preferred Qualifications

• Six Sigma Green Belt certification.
• Experience in B2B service-oriented businesses.