Senior Director, Customer Care

Who we are

For more than 40 years, Reworld has been a leader in sustainable waste solutions, providing our customers with innovative solutions that help them achieve carbon-negative outcomes.

Our Vision

Reworld is leading the charge to a carbon-negative future through revolutionary sustainable materials management solutions that reduce, reuse, recycle and reimagine waste for the benefit of society and the environment.

Our Business

Reworld partners with businesses by offering cutting-edge engineering and innovative solutions, to help customers reduce, reuse, recycle and recover value from waste streams and meet or exceed their sustainability goals.

Our Value

Reworld's differentiator comes from our ecosystem of technology, facilities and partnerships, trusted by the world's largest organizations to reimagine waste management for a smarter, more sustainable world.

All that we're missing is you. Apply today!

About the role

This position will have direct responsibility to design, plan and implement changes required for Reworld to consistently deliver a high quality customer experience.

The Sr Director of Customer Care has responsibility for their teams' performance and results; will take a lead in material approvals management and handle escalations from both client and employee relations perspective. This role will also be a brand advocate who understands the distinction between customer satisfaction and customer engagement.

• Transform the business processes with contemporary tools, innovative, cost-effective ways, and technologies.
• Streamline customer contact experience.
• Build and lead the implementation of a modern customer platform and processes.
• Work cross-functionally with sales and operations.
• Implement and direct customer experience strategy in support of the commercial business.
• Strategic leadership and direction for the execution of pre- and post-sale services throughout the entire order process.
• Serve as a member of the commercial leadership team and build effective relations with key stakeholders in sales and marketing, logistics, IT, and Ops.
• Willingness to take initiative to define, map, and navigate customer organization to identify and strengthen our customer satisfaction.
• Partner closely with our sales team to retain and grow accounts.
• Manage key customers, develop customer health metrics and dashboards, and manage staffing and capacity planning.
• Manage the training, orientation, and continuing development of subordinate employees.
• Coach, counsel, and mentor assigned personnel on work-related problems or questions.
• Determine and assemble data, composes special reports, periodic correspondence, or work-related records to support sales of customer requests and/or requirements.
• Analyze workload trends and staff appropriately to meet customer's expectations.
• Manage a team of approximately 60 employees.
• Communicate with executive leadership team.
• Work to build a positive working relationship with all clients and sales teams. This effort may include presentations, meetings, tours of the facility, and multiple levels of communications/follow-up for clients and field partners.

Position Requirements

• Bachelor's degree in Environmental Science, Chemistry or Engineering
• A minimum of 10 yrs working experience in the non-hazardous or hazardous waste field
• A minimum of 5 yrs in a leadership position managing large, multi-site customer service teams
• Experience in organizational transformation (e.g., integrating teams, aligning SOPs, or implementing new technology).
• Strong ability to recruit, mentor, and retain top talent.
• Change management expertise - aligning disparate teams under one strategy.
• Proficiency in CRM, customer analytics, and contact center technologies.

Physical Demands

While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard

What We Offer You:

• Health Care Benefits - start 1st day of employment
• Wellness Program Incentives & Rewards
• 401k - match up to 7%
• Paid Time Off (Vacation & Holiday)
• Paid Parental Leave
• Short-Term & Long-Term Disability Benefits
• Tuition Reimbursement
• Employee Referral Bonus

All Reworld positions require a candidate's ability to perform the duties and responsibilities of the role while upholding Reworld's Values, including (but not limited to) contributing to a safe and inclusive workplace, delivering results through trust, and building breakthrough capabilities.

Please note that Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Our DEI Commitment

Reworld is an Equal Opportunity Employer, has developed an Affirmative Action Program (AAP), and will not discriminate against any qualified applicants because of race, color, religion, sex, national origin, sexual orientation, gender identity, disability (including perceived disability, physical, mental, and/or intellectual disabilities), veteran status, liability for service in the Armed Forces of the United States, or any other characteristic protected by law.

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If you are an individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site because of your disability. You can request reasonable accommodations by going to Reworldwaste.com and clicking on the 'Contact Us' button. Under Inquires, select 'Careers' in the Interest field, fill out all required fields including your message. In the message section, please note this is a 'Job Application Accommodation Request'.

Attention Staffing Agencies & Search Firms

Reworld may sometimesselectively collaborate with staffing agencies and search firms (Agencies). Reworld will only consider candidates from Agencies with whom a signed agreement and a duly authorized work order (for a specific role)has been duly executed. Any unsolicited candidate submissions or candidate submissions from Agencies that do not meet these criteria, will be deemed invalid and ineligible for any fees.