Service Center General Manager

Company Description

Veolia has acquired Clean Earth. As Clean Earth completes its integration into Veolia, recruiting and hiring for this role is being managed in partnership with the Clean Earth talent acquisition team. Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country's largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America

Job Description

We are seeking an experienced and results-driven Service Center General Manager to lead our operations in Hanceville, United States. In this pivotal leadership role, you will oversee all aspects of our service center, driving operational excellence, maximizing team performance, and ensuring exceptional customer satisfaction. The ideal candidate will demonstrate strong management capabilities, strategic thinking, and a commitment to continuous improvement.

• Lead, mentor, and develop a diverse team of service center professionals, fostering a culture of accountability, collaboration, and continuous learning
• Establish and monitor key performance indicators (KPIs) to ensure service quality, efficiency, and customer satisfaction targets are consistently met
• Manage operational budgets, control costs, and optimize resource allocation to maximize profitability while maintaining service standards
• Implement process improvements and operational best practices to enhance efficiency, reduce turnaround times, and streamline workflows
• Oversee scheduling, staffing levels, and workforce management to ensure adequate coverage and optimal team utilization
• Conduct regular performance reviews, provide constructive feedback, and develop career advancement opportunities for team members
• Ensure compliance with company policies, industry regulations, and quality assurance standards
• Analyze performance metrics and generate reports to identify trends, opportunities, and areas requiring corrective action
• Maintain strong communication with senior leadership, providing regular updates on operational status and strategic initiatives
• Foster a customer-centric environment by implementing service excellence standards and addressing escalated customer concerns
• Recruit, onboard, and retain top talent to build a high-performing service center team

Qualifications

• 5 years of progressive experience in service center management, operations management, or a related field
• 3 years of direct supervisory or management experience leading teams of varying sizes
• Proven expertise in budget management, financial analysis, and cost control
• Strong knowledge of performance metrics, KPI tracking, and data-driven decision-making
• Demonstrated ability to implement process improvements and operational efficiency initiatives
• Excellent leadership, motivational, and interpersonal skills with the ability to inspire and develop team members
• Strong organizational and time management skills with the ability to prioritize multiple initiatives
• Proficiency in service center management software and standard business applications
• Experience with quality assurance programs and customer service excellence standards
• Knowledge of workforce scheduling and labor management practices
• Problem-solving abilities and sound judgment in making strategic decisions
• Excellent written and verbal communication skills
• Preferred: Experience with Lean, Six Sigma, or other continuous improvement methodologies
• Preferred: Background in customer service or call center operations

Additional Information

Benefits: Comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, tuition reimbursement, paid volunteering and more. In addition, commencing no later than January 1, 2027, benefits package will include participation in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement. We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law