Full-Time Senior Director - National Customer Programs

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.

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 responsible for national 3rd party service programs related to customer direct shipments and other elements of the process.
• Build and manage team 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.

Basic Required Qualifications

• Experience: 15+ years 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 (e.g., 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 attrition/step process.
• Rooted in a passion to win!
• Elevates issues as needed
• Perform other reasonably related tasks as assigned by SLT and/or EXCOM members.

Preferred Qualifications

• History of developing and rolling out new organizational architecture, including comprehensive change management road maps, communication plans, etc.
• Ideal candidate has experience in leading matrixed teams in a customer service, material management and commercial capacity.
• Strong ability to develop partnerships with stakeholders across multiple functions.
• Results driven based on solid business acumen/fundamentals.
• Has history finding efficiencies by streamlining smaller teams.

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