Head of Hazardous Waste Customer Service (Norwood, MA)
$125,900–$173,150 year
HybridNorwood, Massachusetts, United States
Job Summary
Lead regional customer support operations for Environmental Solutions, ensuring high-quality, compliant service delivery across complex, regulated workflows. Manage waste profiling, onboarding, approvals, and billing while acting as the primary escalation point for customer, regulatory, and operational issues. Drive process standardization to reduce variation and friction, coach a multi-layered team to meet performance standards, and serve as a strategic liaison to Sales, Operations, Compliance, and Enterprise Programs. Track key operational metrics, manage risk against regulatory requirements like RCRA and DOT, and lead change adoption for new tools and operating models. This hybrid role in Norwood, MA requires four days on-site and offers relocation support.
Required Qualifications
- 7 - 10 years of progressive experience in customer support, operations, or service delivery within a regulated or complex environment
- 4+ years of people leadership experience managing leaders and/or multi-layered teams
- Demonstrated ability to lead through ambiguity, system change, and cross-functional complexity
- Strong working knowledge of Hazardous and/or regulated waste operations, waste profiling, onboarding, and regulatory considerations
- Experience leading regional or multi-location teams
- Exposure to enterprise system migrations or platform integrations
- Proven track record of improving service performance, quality, and scalability through process and people leadership
- Strong executive communication and stakeholder management skills
- Advanced proficiency in interpreting operational data and translating insights into action
- This hybrid position is based in Norwood, MA, with four days per week on-site
- relocation support is available
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