Senior Director of Customer Operations & Transformation

Keter Environmental Services Llc; Stamford (CT); On-site; USD 135,000 - 150,000; Full time

Benefits offered by this job

Annual Bonus Plan

Medical & Dental Insurance

Vision Insurance

401(k) Retirement Savings with Company

Job summary

Waste Harmonics Keter in Stamford, CT seeks a Director of Customer Operations to lead 30-50 staff, shape the operating model, and partner with sales, finance and field leadership to drive service excellence and enterprise performance.

This role requires strong executive presence, a data-first approach, and experience building QA/training programs, with on-site work five days a week in Stamford.

Qualifications

• Bachelor's degree in business, operations management, supply chain, communications, or a related field preferred; equivalent leadership experience may be considered.
• Own the Learning and Development agenda for the team. Identify skill and knowledge gaps, set the training priorities, and design the curriculum framework, while coaching and directing a dedicated trainer who executes and builds on that structure
• 8+ years of progressive experience in customer operations, customer service, business operations, logistics, or service delivery
• 3+ years in a senior leadership role, including leading through other leaders (managers or team leads) rather than only managing individual contributors
• Demonstrated ownership of a transformation or function build-out where you made the structural decisions rather than executing someone else's plan, with before-and-after metrics to show the result
• Hands-on operational data analytics. You build the reporting, not just read it, and can point to an analysis that changed an operational decision
• Experience building or substantially rebuilding a QA and/or training program, including the standards, scorecards, and the coaching model behind them

Responsibilities

• Lead customer operations strategy and execution across customer operations, account support, billing coordination, training, quality assurance, and service resolution functions
• Own end-to-end transformation of the customer operations function: assess the current state, design the future operating model, make structural and system decisions, and lead the build-out through to measured results
• Build the operational analytics and KPI framework for customer operations. Define the metrics, build the dashboards and reporting cadence, set targets, and use the data to direct where the team spends its time. Metrics include call response times, case resolution time, billing accuracy, customer retention, complaint trends, service recovery, and productivity
• Build and own the Quality Assurance program: scorecards, call and case monitoring, calibration sessions, root-cause analysis, and the feedback loop that turns QA findings into targeted training and coaching
• Develop Team Leads into stronger leaders. Define what good looks like at the team lead level, coach them on how to coach, run a consistent leadership development and one-on-one cadence, and hold them accountable for their teams' metrics. Own staffing plans and performance expectations
• Establish and maintain service standards, workflows, and escalation processes to improve responsiveness, first-contact resolution, and overall customer satisfaction
• Partner with partner relations, field operations, and fleet teams to ensure service issues, missed pickups, container deliveries, schedule changes, and special pickups are resolved accurately and on time
• Collaborate with finance and billing teams to improve invoice accuracy, payment processing support, dispute resolution, credit/collections workflows
• Prepare regular operational reviews for senior leadership, including trend analysis, customer insights, risk areas, staffing needs, and recommended corrective actions

Skills

Leadership

Data analytics

Process improvement

Training and development

Cross-functional collaboration

People development

Education

Bachelor's degree in business/operations or related field

Tools

Power BI

Tableau

CRM systems

ERP tools

Billing systems

Job description

Waste Harmonics Keter in Stamford, CT seeks a Director of Customer Operations to lead 30-50 staff, shape the operating model, and partner with sales, finance and field leadership to drive service excellence and enterprise performance.

This role requires strong executive presence, a data-first approach, and experience building QA/training programs, with on-site work five days a week in Stamford.