Republic Services
environmental services
SeniorManagerCustomerSupport-EnvironmentalSolutions
Neural analysis suggests this role is
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“Senior Manager Customer Support - Environmental Solutions at Republic Services. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, people leadership, customer support operations, regulatory compliance. Lead customer support operations across assigned regions, ensuring consistent execution of waste profiling, onboarding, approvals, and customer issue resolution.. Own service performance, turnaro”
What You'll Achieve.
ensuring high-quality, compliant, and scalable service delivery; operational performance; execution of enterprise initiatives impacting profiling, onboarding, approvals, billing, and customer experience; balancing day-to-day execution with continuous improvement; ensuring consistent execution of waste profiling, onboarding, approvals, and customer issue resolution; Own service performance, turnaround times, accuracy, and customer experience outcomes; ensuring timely resolution and clear ownership; reduce variation, rework, and customer friction; lift performance; ensures that service levels meet or exceed agreed upon standards; improve visibility, trust, and operational outcomes; ensuring teams are trained, supported, and accountable; adhere to all applicable regulatory, audit, and compliance requirements; improving service performance, quality, and scalability
Industry & Context.
translating insights into action; identifying systemic issues; performance gaps; recurring failure; risk management; identifying control gaps; ownership ambiguity; process breakdowns
This role will be hybrid (4 days per week in office).
What They're Looking For.
Must Have
Demonstrated ability to lead through ambiguity, system change, and cross‑functional complexity., 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., executive communication and stakeholder management skills., Advanced proficiency in interpreting operational data and translating insights into action., 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.
What You'll Do.
Lead customer support operations across assigned regions
ensuring consistent execution of waste profiling
and customer issue resolution.
Own service performance
and customer experience outcomes across high‑volume
highly regulated workflows.
Act as the senior escalation point for complex customer
and operational issues
ensuring timely resolution and clear ownership.
Drive standardization of processes and handoffs to reduce variation
and customer friction by identifying systemic issues
and recurring failure translate insights into actionable improvements.
Monitors staff performance and drives performance improvement initiatives and ensures that service levels meet or exceed agreed upon standards.
and communicate key operational metrics
and trends to leadership.
Ensure Customer Support operations adhere to all applicable regulatory
and compliance requirements (e. g.
TSCA) through active risk management by identifying control gaps
or process breakdowns that could impact customers or the business.
How You'll Work.
Team & Collaboration
Serve as a primary Customer Support liaison to Sales, Operations, Compliance, Legal, Billing, and Enterprise Programs.; Proactively align with field leadership and area stakeholders to improve visibility, trust, and operational outcomes.; Lead change adoption for new tools, processes, and operating models, ensuring teams are trained, supported, and accountable.
Communication Scope
executive communication; stakeholder management skills; communicate key operational metrics, risks, and trends to leadership
Process & Methodology
execution of enterprise initiatives, change adoption
Full Job Description
**POSITION SUMMARY:** The Senior Manager Customer Support – Environmental Solutions provides regional leadership for Environmental Solutions Customer Support operations, ensuring high-quality, compliant, and scalable service delivery across complex, regulated workflows. The incumbent is accountable for operational performance, people leadership, cross-functional partnership, and execution of enterprise initiatives impacting profiling, onboarding, approvals, billing, and customer experience. The Senior Manager Customer Support – Environmental Solutions operates as a hands-on leader, balancing day-to-day execution with continuous improvement, while serving as a key escalation point and strategic partner to Sales, Operations, Compliance, IT, and Enterprise Programs. **PRINCIPAL RESPONSIBILITIES:** * Lead customer support operations across assigned regions, ensuring consistent execution of waste profiling, onboarding, approvals, and customer issue resolution. * Own service performance, turnaround times, accuracy, and customer experience outcomes across high‑volume, highly regulated workflows. * Act as the senior escalation point for complex customer, regulatory, and operational issues, ensuring timely resolution and clear ownership. * Drive standardization of processes and handoffs to reduce variation, rework, and customer friction by identifying systemic issues, performance gaps, and recurring failure points; translate insights into actionable improvements. * Coaches and develops a team of professionals to assist in their development and attainment of necessary skills to lift performance. Monitors staff performance and drives performance improvement initiatives and ensures that service levels meet or exceed agreed upon standards. * Serve as a primary Customer Support liaison to Sales, Operations, Compliance, Legal, Billing, and Enterprise Programs. * Proactively align with field leadership and area stakeholders to improve visibility, trust, and operational outcomes. *
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