Sr. Director - National Customer Programs

Company Description

Clean Earth is a leading provider of environmental services in the United States providing remediation, disposal, recycling, and beneficial reuse solutions for hazardous and non-hazardous waste, contaminated soil, and dredged material. Our vast portfolio of technologies and services touches nearly every industry that generates waste including energy, infrastructure, commercial, industrial, retail, and healthcare markets.

Every day our teams across the country take a hands-on, dedicated approach to recycling and beneficially reusing waste that would otherwise go into landfills. We value our employees as our most important asset, and this is reflected in many areas across our company including recently being named a 2024 Most Loved Workplace ®. We are committed to creating a positive work culture that fosters growth and development while ensuring the health and safety of our employees

Job Description

The Senior Director – National Customer Programs is a national strategic leader responsible for driving change, process improvement, and operational efficiency to support rapid market share growth. This role focuses on transforming the company’s market approach through customer-centric strategies while fostering cross-functional collaboration across Commercial, Sales, and Operational teams. This position reports to the Vice President of Commercial Experience.

• Strategic Leadership & Market Growth
  • Design and implement architecture for roles, responsibilities, and processes that enhance customer experience.
  • Drive change management initiatives to streamline processes for rapid response to commercial opportunities.
  • Identify gaps within the current structure and partner with senior leadership to align expertise with business needs.
• Customer-Centric Transformation
  • Develop and oversee the LAUNCH customer onboarding process to optimize client experience and satisfaction.
  • Create and lead the Net Promoter Score (NPS) program for all Clean Earth lines of business to track and improve customer satisfaction.
  • Manage the National Account Program, ensuring seamless collaboration between teams and stakeholders.
• Operational & Program Execution
  • Build and manage structure for the team that will be responsible for national 3rd party service programs related to customer direct shipments and other elements of the process, including a team that will be responsible for managing the administrative and documentation processes for Emergency Response Programs, ensuring timely billing and compliance.
  • Continuously analyze trends and data to pivot functional teams in alignment with corporate objectives.
  • Ensures national program managers maintain proper alignment with customer needs and sales partners, i.e... contract maintenance/addendums/lifecycle dates; pricing alignment; price increase execution following the guidance from the VP of National Accounts and SVP of Sales.

Qualifications

Basic Required Qualifications:

• Experience: 15+ year of strategic leadership experience in commercial programs or operations.
• Education: Bachelor’s degree required in environmental industry or related field
• Master’s degree preferred.
• Strong expertise in market transformation, process improvement, and customer success management.
• Proven ability to lead cross-functional teams, influence senior leadership and design complimentary structure to support enterprise growth.
• Exceptional problem-solving skills with a data-driven approach to decision-making.
• Ability to thrive in a fast-paced, dynamic environment focused on continuous growth.
• Ability to travel up to 50-75%, as needed to support growth and strategic alignment.
• Promotes a healthy culture and work environment
• Demonstrates the ability to present ideas and information in a clear, concise, organized, and diplomatic manner; listens to others to respond effectively to ideas and questions 

• Ability to learn and understand business operating systems (ie, Salesforce, CORE, multiple order systems, MS365)
• A commitment to driving a high performing team with best-in-class service
• Understands the need for a sense of urgency, customer care, accurate and timely customer onboarding and data governance
• Possesses the understanding for the need of a strong change management process and culture
• Ability to drive remote teams while working to place employees at service centers to be closer to customers through at