Head of Hazardous Waste Customer Service (Norwood, MA)

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. Lead change adoption for new tools, processes, and operating models, ensuring teams are trained, supported, and accountable. Track, report, and communicate key operational metrics, risks, and trends to leadership. Ensure Customer Support operations adhere to all applicable regulatory, audit, and compliance requirements (e.g., RCRA, DOT, TSCA) through active risk management by identifying control gaps, ownership ambiguity, or process breakdowns that could impact customers or the business. Performs other job-related duties as assigned or apparent. QUALIFICATIONS: 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. MINIMUM REQUIREMENTS: 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. As the Head of Hazardous Waste Customer Service , this position provides regional leadership for Environmental Solutions Customer Support operations, ensuring high-quality, compliant, and scalable service delivery across complex, highly regulated workflows. As a key partner to the Area President and their Sr. Leadership team, the role is accountable for operational performance, customer experience, waste profiling, onboarding, and the successful execution of enterprise initiatives. Serving as a strategic partner to Sales, Operations, Compliance, Legal, IT, and Enterprise Programs, this leader drives continuous improvement, standardization, regulatory compliance, and service excellence while leading a high-performing customer support organization. This hybrid position is based in Norwood, MA , with four days per week on-site , and relocation support is available . Salary Range: $125,900 - $173,500. Pay Range: The pay range for this position is $125,900.00 to $173,150.00* which reflects the minimum wage in multiple jurisdictions. The actual range will depend on the locality in which you are hired. Bonus Plan Details (if applicable): Bonus - Annual Incentive Plan Target, 30% Annual Rewarding Compensation and Benefits Eligible employees can elect to participate in: • Comprehensive medical benefits coverage, dental plans and vision coverage. • Health care and dependent care spending accounts. • Short- and long-term disability. • Life insurance and accidental death & dismemberment insurance. • Employee and Family Assistance Program (EAP). • Employee discount programs. • 401(k) plan with a generous company match. • Employee Stock Purchase Plan (ESPP). • Paid Time Off (PTO) • Benefits The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company. EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law. For any concerns relating to Republic Services’ commitment to equal opportunity employment, you may contact the AWARE Line at 1-866-3-AWARE-4. ABOUT THE COMPANY Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world. In 2025, Republic’s total company revenue was $16.6 billion, and adjusted EBITDA was $5.3 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills. Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer. Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 42,000 team members understand that it's not just what we do that matters, but how we do it. Our company values guide our daily actions: Safe : We protect the livelihoods of our colleagues and communities. Committed to Serve : We go above and beyond to exceed our customers’ expectations. Environmentally Responsible: We take action to improve our environment. Driven : We deliver results in the right way. Human-Centered: We respect the dignity and unique potential of every person. We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 5.1 million people in 2024 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods. STRATEGY Republic Services’ strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers’ multiple waste streams through a North American footprint of vertically integrated assets. We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation. With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers. Recycling and Waste We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers’ specific needs. Environmental Solutions Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need. Sustainability Innovation Republic’s recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth. The Republic Services Polymer Center is the nation’s first integrated plastics recycling facility. These innovative sites process rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America. Our customers are increasingly looking for decarbonization solutions, and we are leveraging our network of landfills to meet that need. Republic is committed to harnessing landfill gas, a natural byproduct of decomposing waste, and converting it to energy. Republic has partnered with renewable gas developers to construct Renewable Natural Gas (RNG) plants at our landfills, expanding beyond the 77 projects we currently have to make progress towards our goal to beneficially reuse 50% more biogas by 2030 (2017 baseline year). RECENT RECOGNITION Barron’s 100 Most Sustainable Companies CDP Discloser Dow Jones Best-In-Class Indices Ethisphere’s World’s Most Ethical Companies Fortune World’s Most Admired Companies Great Place to Work Sustainability Yearbook S&P Global