Director of Professional Services & Customer Operations

Routeware, Inc.; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

A leading company in waste management software is seeking a Director of Professional Services & Customer Operations to lead a global team. This role focuses on ensuring successful project delivery and enhancing customer satisfaction through effective collaboration and operational excellence.

Benefits

Comprehensive health benefits

Paid parental leave

401K match

Unlimited PTO

Volunteer days

Summer Fridays

Qualifications

• 10+ years in Professional Services or Customer Operations leadership.
• Experience leading remote teams focused on implementation.
• Strong project management skills and methodologies understanding.

Responsibilities

• Lead and manage a remote global implementation team.
• Develop strategies for timely, high-quality customer implementations.
• Monitor key metrics related to implementation and customer satisfaction.

Skills

Project Management

Customer Success

Communication

Interpersonal Skills

Operational Optimization

Job description

Director of Professional Services & Customer Operations

Join to apply for the Director of Professional Services & Customer Operations role at Routeware, Inc.

About Routeware, Inc.

Routeware is the industry leader in providing software and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations save time and money, increase efficiency, improve safety, and make our world greener.

Based in Portland, Oregon, with a distributed team across North America and the UK, our platform serves municipal and private waste haulers and fleet services. We seek solution-oriented team players who want to positively impact the environment. Our work environment is collaborative, dynamic, fast-paced, and innovative.

Our Mission

• Transform waste collection to drive a better future for generations to come.

Our Values

• Adaptability: The waste industry and technology are ever-changing, and our team stays at the forefront of innovation.
• Mission-driven: Our work aims to have a lasting positive impact on our customers, team members, and the environment.
• Human-first: Our caring people drive meaningful outcomes for our customers.

Position Overview

We are seeking a Senior Director of Professional Services / Customer Operations to lead our global implementation team of 20+ remote professionals across the US and UK. The role involves ensuring successful project delivery, driving customer success, and collaborating with Sales and Customer Success teams for a seamless customer experience from contract to go-live.

Responsibilities & Duties

• Lead and manage a remote global implementation team.
• Develop strategies for timely, high-quality customer implementations.
• Collaborate with Sales and Customer Success teams to align efforts with customer goals.
• Monitor key metrics related to implementation and customer satisfaction.
• Refine processes to improve efficiency and scalability.
• Build relationships with strategic customers during implementation.
• Mentor team members and foster a culture of accountability and customer focus.
• Act as a key escalation point for implementation issues.
• Contribute to initiatives improving the overall customer journey.

Qualifications

• 10+ years in Professional Services, Customer Operations, or related leadership roles in tech/software.
• Experience leading remote, global teams focused on implementation and customer success.
• Strong project management skills and understanding of methodologies.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Ability to optimize operational processes across teams.
• Experience in waste management or similar industry is preferred.
• Willingness to travel occasionally.

Benefits

• Comprehensive health benefits, paid parental leave, FSA options, 401K match, unlimited PTO, holidays, volunteer days, and summer Fridays.

Routeware is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.