Director of Operations Support

Job Description

Job Description

Position Summary

The Director of Operations Support provides operational analysis, coordination, and practical assistance to the Chief Operating Officer, District Operations Directors, and maintenance leaders across the Company’s solid waste collection and fleet maintenance operations. The role helps District Operations Directors translate Company priorities and performance targets into practical district-level actions while supporting consistency and visibility across locations.

This position supports the Company’s operating cadence by organizing performance information, facilitating reviews, and providing hands-on assistance when requested by the Chief Operating Officer or a District Operations Director.

District Operations Directors retain direct accountability for their respective district operations, employees, service delivery, and financial results. The Director of Operations Support provides enterprise visibility, specialized support, coordination, and escalation but does not replace district-level ownership.

Essential Duties and Responsibilities

Operating Performance Management

• Coordinate and support the Company’s daily, weekly, monthly, and quarterly operating reviews.
• Maintain operational scorecards and dashboards using established enterprise definitions, targets, and reporting standards.
• Monitor route efficiency, labor utilization, overtime, cost per unit, service completion, missed pickups, customer complaints, safety performance, fleet availability, preventive maintenance compliance, maintenance cost, and other key measures.
• Use operating data and field observations to help District Operations Directors identify performance gaps, consider immediate causes, and develop corrective-action plans.
• Track agreed actions, provide requested support, and elevate unresolved barriers to the Chief Operating Officer. The District Operations Director retains responsibility for district decisions, execution, and sustained resolution.
• Prepare concise performance summaries for the Chief Operating Officer, District Operations Directors, and senior leadership, highlighting emerging risks, open actions, and matters requiring attention.

District and Field Operations Support

• Serve as a hands-on operating partner to District Operations Directors, helping translate Company performance expectations into clear district plans, measures, and follow-through.
• Participate in site visits and operating reviews with District Operations Directors and local leaders to gather information, identify support needs, and offer observations regarding safety, service, staffing, route execution, maintenance coordination, and Company standards.
• At the request of the Chief Operating Officer, provide focused performance-recovery assistance to a District Operations Director and the local leadership team. The District Operations Director determines and directs local actions and retains accountability for execution and results.
• Advise and support District Operations Directors on labor planning, route execution, equipment allocation, disposal-cycle management, and other operating decisions that affect service and cost.
• Serve as a resource to District Operations Directors and maintenance leaders by providing operating tools, information, and practical assistance. District and functional leaders retain responsibility for managing their employees and results.

Fleet and Maintenance Performance

• Compile and organize Company-wide information on fleet availability, utilization, preventive maintenance compliance, road calls, downtime, shop throughput, maintenance spend, and asset condition for review by the Chief Operating Officer, District Operations Directors, and Fleet Maintenance leadership.
• Support maintenance and district operations leaders by identifying recurring reliability trends, facilitating communication between shops and route teams, and assisting with agreed actions intended to reduce equipment-related service disruption.
• Support fleet right-sizing, equipment deployment, replacement scheduling, and capital-planning recommendations in partnership with Maintenance, Finance, and Procurement.
• Highlight fleet-performance variances against Company targets and available industry benchmarks and assist District Operations Directors and Fleet Maintenance leaders with follow-up on agreed actions.

Standard Work and Operational Readiness

• Support the Company-wide rollout of approved operating procedures, playbooks, management routines, and performance standards by providing District Operations Directors with implementation materials, coordination, and practical assistance.
• Document observed gaps in field execution and share them with the District Operations Director, appropriate process owner, and Director of Data Quality, Integrity & Process Excellence. Assist District Operations Directors with implementing and reinforcing approved changes when requested.
• Support district readiness for seasonal demands, service changes, major customer transitions, equipment constraints, and other significant operating events.
• Identify effective field practices and partner with the Director of Data Quality, Integrity & Process Excellence to evaluate and document them. Support Company-wide implementation planning for practices approved for broader adoption, with District Operations Directors accountable for implementation within their respective districts.

Cross-Functional and Growth Support

• Support communication and coordination among District Operations Directors, Maintenance, Safety, Finance, Human Resources, Procurement, Information Technology, and Customer Service when cross-functional assistance is needed to address operating barriers.
• Assist the Chief Operating Officer, District Operations Directors, and functional leaders with operational due diligence and post-close integration activities, including information gathering, implementation planning, performance reporting, and cross-district coordination. District Operations Directors remain accountable for implementation and results within their assigned districts.
• Provide operating data and field insight for executive reviews, Board materials, annual planning, and capital-allocation decisions.
• Support the Director of Data Quality, Integrity & Process Excellence and other functional leaders on cross-functional initiatives by organizing information, facilitating communication, and assisting with implementation planning. District Operations Directors remain accountable for field execution and sustainment within their respective districts.
• Perform other duties and lead special operating assignments as directed by the Chief Operating Officer.

  Key Performance Outcomes

Outcome Area

Illustrative Measures

Performance Visibility

Accurate and timely scorecards, performance summaries, and operating-review support.

District Support

Timely responses, useful analysis and tools, and completion of agreed support actions.

Action Follow-Through

Accurate tracking, timely status updates, and appropriate escalation.

Fleet Information

Reliable reporting, identification of trends, and coordination with district and maintenance leaders.

Implementation Support

Effective rollout materials, responsive implementation assistance, and communication of field feedback and support needs.

Education and Experience

• Bachelor’s degree in business, operations management, logistics, supply chain, or a related field; equivalent relevant experience may be considered.
• Seven or more years of progressively responsible experience in solid waste, transportation, logistics, fleet-intensive field operations, or a comparable service environment.
• Demonstrated experience supporting or leading operations across multiple locations, districts, or business units.
• Demonstrated experience using operating data to improve route performance, service reliability, labor productivity, fleet availability, and cost.
• Experience working closely with senior operations leadership and influencing leaders outside a direct reporting relationship.
• Experience supporting acquisitions, operational integrations, or major operating transitions preferred.

Knowledge, Skills and Abilities

• Deep practical knowledge of solid waste collection operations, route execution, fleet maintenance coordination, and multi-site field leadership.
• Strong analytical and financial acumen, including the ability to interpret operating dashboards, identify performance drivers, and translate findings into action.
• Ability to build productive relationships, provide practical guidance, and support accountability across district, operations, and maintenance teams without relying on formal authority.
• Strong judgment and problem-solving skills, with the ability to distinguish systemic issues from isolated execution gaps.
• Excellent written, verbal, facilitation, and executive-presentation skills.
• Strong project and priority-management skills in a fast-paced, decentralized operating environment.
• Proficiency with Excel, business-intelligence tools, route-management systems, fleet-maintenance systems, telematics, and related operating technology.

Role Scope and Working Relationships

This role operates primarily through collaboration and influence and does not replace the authority of District Operations Directors or functional leaders. The Director facilitates performance reviews, provides analysis and practical operating support, coordinates communication, and elevates unresolved barriers to the Chief Operating Officer. District Operations Directors retain direct accountability for their employees, district decisions, field execution, and operating results.

Work Environment and Physical Requirements

• Frequent travel to hauling locations, maintenance shops, transfer stations, recycling facilities, and other operating sites; travel may be up to 50% based on business needs.
• Ability to work in office, vehicle, shop, yard, transfer-station, and processing-facility environments and to comply with all required personal protective equipment and safety rules.
• Ability to walk operating sites, use stairs, and remain seated or standing for extended periods. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
• Occasional early-morning, evening, or weekend work may be required to observe operations or support critical operating needs.
• Valid driver’s license and acceptable driving record required.

Equal Employment Opportunity

The Company is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.

This job description summarizes the primary duties of the position. It is not intended to be an exhaustive list, and responsibilities may change based on business needs.