Hazardous Waste Customer Service Leader

BIC Recruiting; Norwood (MA); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Standard package

Job summary

BIC Recruiting is seeking a Head of Hazardous Waste Customer Service for the Northeast region, leading regional Customer Support operations in environmental solutions. This role demands strong regulatory knowledge, data-driven leadership, and shared accountability for performance and customer experience.

The Senior Manager will coordinate with Sales, Operations, Compliance, Legal, Billing and Enterprise Programs to ensure compliant, scalable service delivery across complex workflows, while

Qualifications

• Leadership and people-management experience in regulated settings.
• Strong ability to analyze operational data and translate insights into action.
• Experience with waste profiling, onboarding, approvals, and customer issue resolution.

Responsibilities

• Lead customer support operations across assigned regions, ensuring consistent execution of waste profiling, onboarding, approvals, and customer issue resolution.
• Own service performance, turnaround times, accuracy, and customer experience outcomes across high-volume, highly regulated workflows.
• Act as the senior escalation point for complex customer, regulatory, and operational issues, ensuring timely resolution and clear ownership.
• Drive standardization of processes and handoffs to reduce variation, rework, and customer friction by identifying systemic issues, performance gaps, and recurring failure points; translate insights into actionable improvements.
• Coaches and develops a team of professionals to assist in their development and attainment of necessary skills to lift performance. Monitors staff performance and drives performance improvement initiatives and ensures that service levels meet or exceed agreed upon standards.
• Serve as a primary Customer Support liaison to Sales, Operations, Compliance, Legal, Billing, and Enterprise Programs.
• Proactively align with field leadership and area stakeholders to improve visibility, trust, and operational outcomes.
• Lead change adoption for new tools, processes, and operating models, ensuring teams are trained, supported, and accountable. Track, report, and communicate key operational metrics, risks, and trends to leadership.
• Ensure Customer Support operations adhere to all applicable regulatory, audit, and compliance requirements (e.g., RCRA, DOT, TSCA) through active risk management by identifying control gaps, ownership ambiguity, or process breakdowns that could impact customers or the business.
• Performs other job-related duties as assigned or apparent.

Skills

Leadership

Stakeholder management

Data analysis

Regulatory knowledge

Customer support

Change management

Job description

BIC Recruiting is seeking a Head of Hazardous Waste Customer Service for the Northeast region, leading regional Customer Support operations in environmental solutions. This role demands strong regulatory knowledge, data-driven leadership, and shared accountability for performance and customer experience.

The Senior Manager will coordinate with Sales, Operations, Compliance, Legal, Billing and Enterprise Programs to ensure compliant, scalable service delivery across complex workflows, while