Senior Leader, Environmental Solutions Customer Support

Republic Services, Inc.; Norwood (MA); On-site; USD 139,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, vision

HSA/Dependent care

Disability insurance

Life & AD&D

EAP

Employee discounts

401(k) with company match

ESPP

PTO

Job summary

Republic Services, Inc. in Norwood, MA is seeking a Senior Manager Customer Support – Environmental Solutions to provide regional leadership for Environmental Solutions Customer Support operations.

You will balance hands‑on leadership with continuous improvement, driving performance, onboarding, and billing, while serving as a strategic partner to Sales, Operations, Compliance, Legal, IT, and Enterprise Programs.

Qualifications

• 7–10 years of progressive experience in customer support, operations, or service delivery within a regulated or complex environment.
• 4+ years of people leadership experience managing leaders and/or multi-layered teams.

Responsibilities

• Lead customer support operations across assigned regions, ensuring consistent execution of profiling, onboarding, approvals, and issue resolution.
• Own service performance, turnaround times, accuracy, and customer experience outcomes in high‑volume, regulated workflows.
• Act as senior escalation point for complex customer, regulatory, and operational issues with timely resolution.
• Drive standardization of processes and handoffs to reduce variation and friction; translate insights into improvements.
• Coach and develop a team to lift performance; monitor staff performance and drive improvement initiatives.
• Serve as primary Customer Support liaison to Sales, Operations, Compliance, Legal, Billing, and Enterprise Programs.
• Align with field leadership to improve visibility, trust, and operational outcomes.
• Lead change adoption for new tools, processes, and operating models; track and report key metrics to leadership.
• Ensure compliance with regulatory requirements (e.g., RCRA, DOT, TSCA) through active risk management.
• Perform other duties as assigned.

Skills

Leadership under ambiguity

Regulated waste knowledge

Regional team leadership

System migrations experience

Performance improvement

Executive communication

Data-driven insights

Job description

Republic Services, Inc. in Norwood, MA is seeking a Senior Manager Customer Support – Environmental Solutions to provide regional leadership for Environmental Solutions Customer Support operations.

You will balance hands‑on leadership with continuous improvement, driving performance, onboarding, and billing, while serving as a strategic partner to Sales, Operations, Compliance, Legal, IT, and Enterprise Programs.