Vice President Operations

Waste Solution Services; Town of Lawrence (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

Waste Solution Services is seeking a Vice President of Operations to lead Service Operations, including Customer Service, Account Management, Proposals, and Vendor Relations. This hands-on role will build scalable processes, remove bottlenecks, and drive cross-functional execution for high-quality outcomes.

The VP will set KPIs, oversee multiple departments, and ensure accountability while delivering measurable cost savings and improved customer satisfaction.

Qualifications

• 10+ years of progressive leadership experience in customer and vendor operations, preferably in 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.
• Experience leading multiple departments or functions, not just a single team.
• Demonstrated experience directing a Customer Service function, including serving as the final point of escalation for critical customer retention efforts.
• Proven track record of improving processes, increasing efficiency, and creating measurable operational improvements.
• Experience with oversight of legal risks, litigation matters, and high-stakes contractual disputes.
• Experience reading and interpreting reports and presenting to leadership.
• Exceptional communication and cross-functional collaboration skills.

Responsibilities

• Lead, manage, mentor, and hold 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, 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.

Skills

Leadership

Operations management

KPIs & metrics

Cross-functional collaboration

Vendor relations

Customer service leadership

Process improvement

Strategic planning

Escalation management

Job description

Waste Solution Services (WSS) helps multifamily and commercial property management companies reduce and stabilize their waste expenses. We act as an advocate between our clients and waste haulers, helping manage service issues, resolve billing problems, optimize contracts, and ensure properties receive the services they are paying for.

We pride ourselves on providing exceptional, white-glove customer service while delivering meaningful cost savings to our clients.

The Role (What You’ll Do)

The VP of Operations reports to the Chief Operating Officer (COO) and 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 VP will challenge existing operations, create clarity between departments, and implement scalable processes that improve execution and accountability.

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

Core Responsibilities

• Lead, manage, mentor, and hold 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, 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.

Requirements

• 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.
• Experience leading multiple departments or functions, not just a single team.
• Demonstrated experience directing a Customer Service function, including serving as the final point of escalation for critical customer retention efforts.
• Proven track record of improving processes, increasing efficiency, and creating measurable operational improvements.
• Experience with oversight of legal risks, litigation matters, and high-stakes contractual disputes.
• Experience reading and interpreting reports and presenting to leadership.
• Exceptional communication and cross-functional collaboration skills.

Preferred Experience

• Experience in B2B service-oriented businesses.