Senior Manager, Service Delivery - Remote

Overview

As the Senior Manager of Service Delivery, you will lead the charge in service excellence and own complex escalations while driving customer satisfaction and vendor performance.

In Short

• Lead a high-performing team in service delivery.
• Define and execute a best-in-class service delivery model.
• Own service performance reporting and partner with leadership.
• Manage high-priority customer or vendor escalations.
• Conduct root cause analysis and implement solutions.
• Collaborate with cross-functional teams.
• Drive metrics and strategy using data fluency.
• Ensure accountability and ownership within the team.
• Manage multiple projects and prioritize effectively.
• Engage in quarterly travel to headquarters.

Requirements

• 7+ years of experience in service delivery or operations.
• At least 3 years in a leadership role.
• Experience with customer and vendor service channels preferred.
• Familiarity with CRMs like HubSpot, ZenDesk, or Salesforce.
• Strong analytical and problem-solving skills.
• Background in the waste/recycling industry required.
• Bachelor’s Degree required.
• Certifications in Lean or Six Sigma preferred.
• Ability to influence and collaborate across functions.
• Strong verbal and written communication skills.

Benefits

• Competitive salary with bonus potential.
• Opportunity to lead and innovate in a growing company.
• Supportive team culture focused on sustainability.
• Flexible working environment.
• Professional development opportunities.