Operations Manager

Description:

About Capital Waste Services

At Capital Waste Services (CWS) , we are committed to delivering reliable, customer-focused waste collection services across our communities. Our team members are the foundation of our success, and we pride ourselves on fostering a supportive, high-integrity work environment where people can grow and thrive.

Position Summary

The Operations Manager is responsible for overseeing the day-to-day execution of operations across assigned locations or lines of business. This role ensures safe, efficient, and compliant service delivery while driving performance, cost control, and continuous improvement. The Operations Manager leads frontline teams, manages operational metrics, and partners with cross-functional departments to support growth and customer satisfaction.

Key Responsibilities

Operations Leadership & Execution

• Oversee daily operations, ensuring services are delivered safely, efficiently, and on schedule
• Manage operational planning, workforce allocation, and resource utilization
• Ensure adherence to company policies, service standards, and contractual commitments
• Monitor and address service disruptions, delays, or operational challenges

Team Leadership & Development

• Lead, coach, and develop supervisors, drivers, technicians, and/or field staff
• Build a high-performance culture focused on safety, accountability, and teamwork
• Conduct performance reviews, coaching sessions, and corrective action as needed
• Partner with HR on recruiting, onboarding, and retention initiatives

Safety & Compliance

• Promote a strong safety culture in compliance with DOT, OSHA, and company policies
• Ensure all employees maintain required certifications (e.g., CDL, medical cards)
• Investigate incidents, accidents, and near misses; implement corrective actions
• Maintain compliance documentation and support audits

Performance Management & Reporting

• Track and analyze key performance indicators (KPIs), including:
  • Productivity and labor utilization
  • Service quality and completion rates
  • Overtime and cost control
  • Customer complaints and resolution times
• Develop and implement action plans to improve operational efficiency and reduce costs

Customer Service & Issue Resolution

• Partner with customer service teams to resolve service issues and complaints
• Ensure timely, professional communication with customers and internal stakeholders
• Maintain high standards of service reliability and customer satisfaction

Process Improvement & Cost Control

• Identify operational inefficiencies and implement process improvements
• Support initiatives to reduce operating costs, including fuel, labor, and equipment utilization
• Standardize workflows and enforce operational best practices across teams

Cross-Functional Collaboration

• Collaborate with Maintenance to ensure fleet readiness and minimize downtime
• Partner with Sales and Customer Service on onboarding new customers and service changes
• Support integration efforts for new contracts, acquisitions, or operational expansions

Qualifications

Required

• Bachelors degree in Business, Operations, Logistics, or related field (or equivalent experience)
• 5+ years of experience in operations, logistics, field service, or related industry
• 23+ years of leadership or supervisory experience
• Strong knowledge of safety and regulatory requirements (DOT, OSHA preferred)
• Proven ability to manage teams and drive performance in a fast-paced environment

Preferred

• Experience in waste management, transportation, or environmental services
• Familiarity with route-based operations or fleet management systems
• Experience managing multiple service lines or locations
• Strong analytical and problem-solving skills

Core Competencies

• Leadership & team development
• Operational execution & accountability
• Data-driven decision-making
• Safety & compliance focus
• Continuous improvement mindset
• Communication & cross-functional collaboration

What Success Looks Like

• Safe operations with reduced incidents and strong compliance performance
• Consistent service delivery with minimal disruptions or customer complaints
• Improved operational efficiency and cost control
• High-performing, engaged team with low turnover
• Clear visibility into performance metrics and proactive decision-making

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