Head of Customer Service Operations

Would you like an opportunity to join one of the many teams dedicated to maintaining high‑quality public services within a city that has been ranked as one of the best places to live year after year? If so, the City of Raleigh Solid Waste Services Department is seeking a highly motivated and experienced professional with strong leadership, organizational, analytical, and customer service skills for Supervisor - Solid Waste Services Operations position.

This position provides operational leadership and support for the Operations Division. The primary purpose of this role is to serve as an extension of the Operations Assistant Director during absences or alternative shift coverage while ensuring safe, efficient, and effective operations. Responsibilities include leading projects that improve operational performance and safety; developing and implementing policies and procedures; supporting compliance with departmental standards; and serving as the Operations Supervisor for Core Services or Special Services as assigned. This position collaborates with internal staff and departments to drive continuous improvement and operational excellence.

Solid Waste Services collects and processes residential garbage, recycling, yard waste materials, and several specialized collection services. Our department is committed to providing high‑quality waste management, disposal, and recycling services for all our valued customers. As an essential and critical service, we take great pride in preserving and protecting the community’s natural resources and sustainable growth.

Supervises and manages assigned staff, including hiring, training, scheduling, performance management, employee development, and disciplinary actions

Oversees daily solid waste collection operations, ensuring services are delivered safely, efficiently, and in compliance with applicable regulations, policies, and procedures

Resolves escalated customer concerns, monitors operational performance, and implements process improvements to enhance service delivery and operational effectiveness

Manages projects and programs by developing work plans, monitoring budgets and timelines, allocating resources, and providing status updates and performance metrics

Analyzes operational data, identifies service gaps and inefficiencies, and recommends solutions to improve productivity, customer service, and business processes

Serves as the primary liaison for fleet and safety‑related matters, coordinating with fleet, safety, and other City departments to support operational goals and regulatory compliance

Assists departmental leadership with strategic planning, policy implementation, operational decision‑making, and the development of short‑and‑long‑term goals aligned with City objectives

Develops, implements, and monitors safety programs, training initiatives, and compliance efforts related to environmental, occupational health, and workplace safety requirements

Collaborates with internal departments and external partners to coordinate services, resolve operational issues, and support organizational initiatives

Oversees fleet utilization, maintenance planning, and the implementation of operational technologies that improve service efficiency and effectiveness

May oversee Core Services operations, including residential garbage and recycling collection, or Special Services operations, including yard waste, bulky waste, e‑waste collection, special events, and downtown service programs

High School diploma or G.5 to 7 years' experience in solid waste or a related field.

OR Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted.

Valid North Carolina Class C Driver’s License with a satisfactory driving record, or the ability to obtain within 60 days of hire

Administrative processes, procedures, and best practices

Operational planning principles, methodologies, and tools, in the context of waste management services

Basic budgeting principles, financial reporting, and cost management

Modern office practices and procedures including the use of standard office equipment

Computer applications such as word processing, database, and spreadsheet applications

Conveying instructions, providing feedback, and liaising with various stakeholders such as staff, management, and external contacts

Managing multiple tasks, priorities, and deadlines

Coordinate projects and initiatives

Employees will frequently work in an office or similar indoor environment and in a vehicle.

Employees will occasionally be exposed to individuals who are hostile or irate, extreme cold (below 32 degrees), extreme heat (above 100 degrees), moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals or substances and loud noises.

Accommodations for individuals with disabilities are available upon request.

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