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Director of Customer Operations

D8367ef9 4a0c 4788 Bfd2 8cf669619adc 19000101 000001 · Stamford, CT, US, Stamford, CT · Active · $135,000–$150,000 / year · ADP Workforce Now Recruiting

Job facts

FieldValue
CompanyD8367ef9 4a0c 4788 Bfd2 8cf669619adc 19000101 000001
TitleDirector of Customer Operations
Normalized title-
Department / team-
LocationStamford, CT, United States
Work model-
Employment typeFull Time
Salary$135,000–$150,000 / year
Statusactive
ATS providerADP Workforce Now Recruiting
Posted / first seen2026-05-22 / 2026-05-31
Changed / last seen2026-06-06 / 2026-06-06

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Linked records

CompanyD8367ef9 4a0c 4788 Bfd2 8cf669619adc 19000101 000001
Source6b375965-e2d0-4c2d-a38d-5f38c0085a95
ATS providerADP Workforce Now Recruiting

Description

Who We Are We are Waste Harmonics Keter , your partner in handling complex waste operations. Growing steadily for nearly 25 years, we have become the choice provider for managed waste services by pairing high-touch, white-glove customer service with data-driven, tech-enabled programs. From developing proprietary monitoring technology to linking arms with other industry leaders to strengthen our operations, we have a storied history of doing what's needed to serve our customers well. Who we’re looking for: The Director of Customer Operations is a senior leadership role overseeing 30 – 50 employees with 4 – 6 direct leadership reports. This position reports directly to the Head of Customer Operations. The Director of Customer Operations is responsible for setting the vision, strategy, and operating model for customer-facing functions within Waste Harmonics Keter. This leader has broad accountability for service excellence, customer retention, billing accuracy, collections support, issue resolution, process transformation, and ownership of strategic initiatives that strengthen the customer experience and enterprise performance. Serving as a key cross-functional partner to operations, sales, finance, and field leadership, the Director drives scalable execution across all service lines while establishing governance, performance expectations, and long-range improvement priorities. The ideal candidate brings a strong executive presence, sound business judgment, and the ability to lead through influence while translating strategy into disciplined operational results. What You’ll Be Doing: Lead customer operations strategy and execution across customer operations, account support, billing coordination, training, quality assurance, and service resolution functions. Establish and maintain service standards, workflows, and escalation processes to improve responsiveness, first-contact resolution, and overall customer satisfaction. Partner with partner relations, field operations, and fleet teams to ensure service issues, missed pickups, container deliveries, schedule changes, and special pickups are resolved accurately and on time. Oversee customer account processes including new service setup, service changes, contract administration support, account maintenance, and retention efforts. Collaborate with finance and billing teams to improve invoice accuracy, payment processing support, dispute resolution, credit/collections workflows, and customer communication related to account balances. Develop and monitor key performance indicators such as call response times, case resolution time, billing accuracy, customer retention, complaint trends, service recovery, and productivity. Drive continuous improvement initiatives that streamline customer workflows, reduce service failures, improve data quality, and enhance the end-to-end customer experience. Lead, coach, and develop Team Leads and frontline team members; build staffing plans, training programs, quality standards, and performance expectations. Partner with sales and account management teams to support onboarding, renewals, service expansions, and strategic customer communications. Prepare regular operational reviews for senior leadership, including trend analysis, customer insights, risk areas, staffing needs, and recommended corrective actions. What You’ll Bring to the Table: Bachelor's degree in business, operations management, supply chain, communications, or a related field preferred; equivalent leadership experience may be considered. 8+ years of progressive experience in customer operations, customer service, business operations, logistics, or service delivery. 3+ years in a senior leadership role. Demonstrated success leading teams, improving KPIs, implementing process improvements, and managing operational change. Preferred Skills: Experience in waste management, recycling or environmental services. Background working with billing systems, CRM platforms, dispatch software, ERP tools, and performance dashboards. Experience supporting residential, commercial, roll-off, industrial, or municipal customer segments. Strong understanding of customer retention, service recovery, complaint management, and account lifecycle processes. Ability to translate operational data into action plans and communicate effectively with executive leadership, frontline teams, and customers. Experience leading multi-site teams or shared service/customer care functions is strongly preferred. What’s Good to Know: This position typically operates in a professional office environment with regular interaction across customer operations, sales, finance, and field leadership teams. Periodic travel to operating locations may be required to support site alignment, process reviews, training, and customer issue resolution. What We Bring to the Table: Competitive Compensation Annual Bonus Plan at Every Level Continuous Learning and Development Opportunities 401(k) Retirement Savings with Company Match; Immediate Vesting Medical & Dental Insurance Vision Insurance (Company Paid) Life Insurance (Company Paid) Short-term & Long-term Disability (Company paid) Employee Assistance Program Flexible Spending Accounts/Health Savings Accounts Paid Time Off (PTO), Including birthday off, community volunteer hours and a Friday off in the summer 7 Paid Holidays At Waste Harmonics Keter, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome candidates from all backgrounds to apply.

Full job record

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TitleDirector of Customer Operations
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First Seen At2026-05-31 18:34:37Z
Last Seen At2026-06-06 12:57:14Z
Last Checked At2026-06-06 12:57:14Z
Last Changed At2026-06-06 12:57:14Z
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Source Posted At2026-05-22 14:08:00Z
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    "requisitionDescription": "<p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;' data-pasted=\"true\"><strong>&nbsp;</strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><strong><span style='font-size:15px;line-height:115%;font-family:\"Work Sans Light\";'>Who We Are</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><span style='font-size:15px;line-height:115%;font-family:\"Work Sans Light\";'>We are <a href=\"https://www.wasteharmonics.com/\" target=\"_blank\">Waste Harmonics Keter</a>, your partner in handling complex waste operations.</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><span style='font-size:15px;line-height:115%;font-family:\"Work Sans Light\";'>Growing steadily for nearly 25 years, we have become the choice provider for managed waste services by pairing high-touch, white-glove customer service with data-driven, tech-enabled programs. From developing proprietary monitoring technology to linking arms with other industry leaders to strengthen our operations, we have a storied history of doing what&#39;s needed to serve our customers well.&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><span style='font-size:15px;line-height:115%;font-family:\"Work Sans Light\";'>&nbsp;<br> <strong>Who we&rsquo;re looking for:</strong></span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><span style='font-size:15px;line-height:115%;font-family:\"Work Sans Light\";'>The Director of Customer Operations is a senior leadership role overseeing 30 &ndash; 50 employees with 4 &ndash; 6 direct leadership reports. This position reports directly to the Head of Customer Operations. The Director of Customer Operations is responsible for setting the vision, strategy, and operating model for customer-facing functions within Waste Harmonics Keter. This leader has broad accountability for service excellence, customer retention, billing accuracy, collections support, issue resolution, process transformation, and ownership of strategic initiatives that strengthen the customer experience and enterprise performance. Serving as a key cross-functional partner to operations, sales, finance, and field leadership, the Director drives scalable execution across all service lines while establishing governance, performance expectations, and long-range improvement priorities. The ideal candidate brings a strong executive presence, sound business judgment, and the ability to lead through influence while translating strategy into disciplined operational results.</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><strong><span style='font-size:15px;line-height:115%;font-family:\"Work Sans Light\";'>What You&rsquo;ll Be Doing:</span></strong></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: -0.25in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Lead customer operations strategy and execution across customer operations, account support, billing coordination, training, quality assurance, and service resolution functions.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Establish and maintain service standards, workflows, and escalation processes to improve responsiveness, first-contact resolution, and overall customer satisfaction.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Partner with partner relations, field operations, and fleet teams to ensure service issues, missed pickups, container deliveries, schedule changes, and special pickups are resolved accurately and on time.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Oversee customer account processes including new service setup, service changes, contract administration support, account maintenance, and retention efforts.</span></li></ul></div><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: -0.25in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Collaborate with finance and billing teams to improve invoice accuracy, payment processing support, dispute resolution, credit/collections workflows, and customer communication related to account balances.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Develop and monitor key performance indicators such as call response times, case resolution time, billing accuracy, customer retention, complaint trends, service recovery, and productivity.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Drive continuous improvement initiatives that streamline customer workflows, reduce service failures, improve data quality, and enhance the end-to-end customer experience.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Lead, coach, and develop Team Leads and frontline team members; build staffing plans, training programs, quality standards, and performance expectations.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Partner with sales and account management teams to support onboarding, renewals, service expansions, and strategic customer communications.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Prepare regular operational reviews for senior leadership, including trend analysis, customer insights, risk areas, staffing needs, and recommended corrective actions.</span></li></ul></div><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><strong>&nbsp;</strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><strong><span style='font-size:15px;line-height:115%;font-family:\"Work Sans Light\";'>What You&rsquo;ll Bring to the Table:</span></strong></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: -0.25in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;color:black;'>Bachelor&#39;s degree in business, operations management, supply chain, communications, or a related field preferred; equivalent leadership experience may be considered.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;color:black;'>8+ years of progressive experience in customer operations, customer service, business operations, logistics, or service delivery.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;color:black;'>3+ years in a senior leadership role.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;color:black;'>Demonstrated success leading teams, improving KPIs, implementing process improvements, and managing operational change.</span></li></ul></div><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;background:white;vertical-align:baseline;'><strong>&nbsp;</strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;background:white;vertical-align:baseline;'><strong><span style='font-size:15px;font-family:\"Work Sans Light\";color:black;'>Preferred Skills:</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:.25in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><br></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: -0.25in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Experience in waste management, recycling or environmental services.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Background working with billing systems, CRM platforms, dispatch software, ERP tools, and performance dashboards.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Experience supporting residential, commercial, roll-off, industrial, or municipal customer segments.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Strong understanding of customer retention, service recovery, complaint management, and account lifecycle processes.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Ability to translate operational data into action plans and communicate effectively with executive leadership, frontline teams, and customers.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"Work Sans Light\";font-size:15px;color:black;'>Experience leading multi-site teams or shared service/customer care functions is strongly preferred.</span></li></ul></div><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><br></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><strong><span style='font-size:15px;line-height:115%;font-family:\"Work Sans Light\";'>What&rsquo;s Good to Know:&nbsp;</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><span style='font-size:15px;line-height:115%;font-family:\"Work Sans Light\";'>This position typically operates in a professional office environment with regular interaction across customer operations, sales, finance, and field leadership teams. Periodic travel to operating locations may be required to support site alignment, process reviews, training, and customer issue resolution.</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><br></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><strong><span style='font-size:15px;line-height:115%;font-family:\"Work Sans Light\";'>What We Bring to the Table:&nbsp;</span></strong></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: -0.25in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;'>Competitive Compensation&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;'>Annual Bonus Plan at Every Level&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;'>Continuous Learning and Development Opportunities&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;'>401(k) Retirement Savings with Company Match; Immediate Vesting&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;'>Medical &amp; Dental Insurance&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;'>Vision Insurance (Company Paid)&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;'>Life Insurance (Company Paid)&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;'>Short-term &amp; Long-term Disability (Company paid)&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;'>Employee Assistance Program&nbsp;</span></li></ul></div><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: -0.25in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;'>Flexible Spending Accounts/Health Savings Accounts&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;'>Paid Time Off (PTO), Including birthday off, community volunteer hours and a Friday off in the summer&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-family:\"Work Sans Light\";font-size:15px;'>7 Paid Holidays</span></li></ul></div><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><br></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:justify;'><span style='font-size:15px;line-height:115%;font-family:\"Work Sans Light\";'>At Waste Harmonics Keter, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome candidates from all backgrounds to apply.&nbsp;</span></p>\n",
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