VP of Operations - Service Excellence & Efficiency

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 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.