Director of Operations

Who We AreWaste Solution Services (WSS) helps multifamily and commercial portfolios lower and stabilize waste spend. We act as dedicated advocates, bridging the gap between clients and haulers to audit invoices, optimize contracts, right-size service, and manage vendor issues.Title: Director of OperationsCompensation: $160,000–$200,000 (DOE)Location: Lawrence NY - in-personThe Role (What You’ll Do)The Director of Operations at Waste Solution Services (WSS) reports to the Chief Operating Officer (COO). This role is responsible for the strategic and operational management of the Service Operations group, including Customer Service, Account Management, Proposals, and Vendor Relations.This is a hands-on, execution-focused leadership role responsible for building operational processes, eliminating bottlenecks, improving cross-functional collaboration, and driving efficiency across the organization. The Director will challenge existing operations, create clarity between departments, and implement scalable processes that improve execution and accountability.The Director serves as a key leader who holds the Operations team accountable for delivering high-quality outcomes and maintaining performance standards across all Operations departments.Core ResponsibilitiesLead, manage, mentor, and hold the Operations team leads and staff accountable for meeting departmental goals and performance standardsSet KPIs, goals, and milestones for the operations teamsIdentify and eliminate operational bottlenecks while improving efficiency across departmentsOversee the managers across Proposals, Vendor Relations, Account Management, and Customer Service to remove operational bottlenecks and improve interdepartmental communication, providing strategic oversight on complex escalationsIdentify inefficiencies, root causes, and recurring operational issues, then develop and execute solutions that drive lasting improvementsImprove communication and problem-solving between departmentsCreate interdepartmental processes and workflowsEstablish clear ownership, accountability, and handoff processes between departments to eliminate confusion and improve executionChallenge existing workflows and operating procedures, recommending and implementing better ways of working when opportunities existDrive cross-functional initiatives from planning through execution, ensuring projects are completed on time and deliver measurable business impactAct as the final point of escalation for customer retention efforts when all other strategies have failedMaintain a hands-on approach, rolling up sleeves to solve problems rather than managing solely from a high levelRequirements10+ years of progressive leadership experience in customer and vendor operations, preferably within a service-based or waste industryExperience architecting and building customer-facing operations teamsExperience training and mentoring managers and team leadsProven ability to lead, manage, and hold staff and managers accountableExpertise in providing executive oversight to complex business functions, including vendor negotiation and proposal managementDemonstrated success improving operational processes, removing inefficiencies, and leading cross-functional executionDemonstrated experience in directing a Customer Service function, including serving as the final point of escalation for critical customer retention effortsExperience with oversight of legal risks, litigation matters, and high-stakes contractual disputesExceptional communication and cross-functional collaboration skillsExperience leading multiple departments or functions, not just a single teamProven track record of improving processes, increasing efficiency, and creating measurable operational improvementsExperience reading and interpreting reports and presenting to leadershipPreferred ExperienceSix Sigma Green Belt certificationExperience in B2B service-oriented businessesNotice: WSS does not accept unsolicited contact from recruiters, agencies, or third-party vendors. Applicants must complete the official application to be considered. Direct emails or phone calls to the Company will not be accepted and may result in disqualification from consideration.Powered by JazzHR7Ry02Sq0TQ