Director of Customer Operations

Who We Are

We are Waste Harmonics Keter, your partner in handling complex waste operations.

Growing steadily for nearly 25 years, we have become the choice provider for managed waste services by pairing high-touch, white-glove customer service with data-driven, tech-enabled programs. From developing proprietary monitoring technology to linking arms with other industry leaders to strengthen our operations, we have a storied history of doing what's needed to serve our customers well.

Who we're looking for:

The Director of Customer Operations is a senior leadership role overseeing 30 – 50 employees with 4 – 6 direct leadership reports. This position reports directly to the Head of Customer Operations. The Director of Customer Operations is responsible for setting the vision, strategy, and operating model for customer-facing functions within Waste Harmonics Keter. This is a transformational leadership role. The Director owns the design and build-out of the customer operations model, not only its day-to-day management, and is accountable for the measured performance of the teams, programs, and metrics they put in place.This leader has broad accountability for service excellence, customer retention, billing accuracy, collections support, issue resolution, process transformation, and ownership of strategic initiatives that strengthen the customer experience and enterprise performance. Serving as a key cross-functional partner to operations, sales, finance, and field leadership, the Director drives scalable execution across all service lines while establishing governance, performance expectations, and long-range improvement priorities. The ideal candidate brings a strong executive presence a data-first approach to operational decisions, and a track record of developing leaders who then develop their own teams. THIS ROLE SITS ONSITE IN STAMFORD CT. 5 DAYS A WEEK

What You'll Be Doing:

• 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

What You'll Bring to the Table:

• 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

Preferred Skills:

• Experience in waste management, recycling or environmental services
• Background working with billing systems, CRM platforms, dispatch software, ERP tools, and performance dashboards, working knowledge of BI tools such as Power BI or Tableau a strong plus
• Experience supporting residential, commercial, roll-off, industrial, or municipal customer segments
• Experience directing training and Learning and Development work, including identifying skill gaps, designing the curriculum and learning path, and developing early-career training staff by providing the structure and direction they build from
• Experience leading multi-site teams or shared service/customer care functions is strongly preferred

What’s Good to Know:

This position typically operates in a professional office environment with regular interaction across customer operations, sales, finance, and field leadership teams. Periodic travel to operating locations may be required to support site alignment, process reviews, training, and customer issue resolution.

What We Bring to the Table:

• Competitive Compensation
• Annual Bonus Plan at Every Level
• Continuous Learning and Development Opportunities
• 401(k) Retirement Savings with Company Match; Immediate Vesting
• Medical & Dental Insurance
• Vision Insurance (Company Paid)
• Life Insurance (Company Paid)
• Short-term & Long-term Disability (Company paid)
• Employee Assistance Program
• Flexible Spending Accounts/Health Savings Accounts
• Paid Time Off (PTO), Including birthday off, community volunteer hours and a Friday off in the summer
• 7 Paid Holidays

At Waste Harmonics Keter, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome candidates from all backgrounds to apply.