Sr Director - National Customer Programs

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 companys market approach through customercentric strategies while fostering crossfunctional 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.
• CustomerCentric 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
  • 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 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: Bachelors degree required in environmental industry or related field
• Masters degree preferred.
• Strong expertise in market transformation process improvement and customer success management.
• Proven ability to lead crossfunctional teams influence senior leadership and design complimentary structure to support enterprise growth.
• Exceptional problemsolving skills with a datadriven approach to decisionmaking.
• Ability to thrive in a fastpaced dynamic environment focused on continuous growth.
• Ability to travel up to 5075 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 bestinclass 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.

Additional Information :

Clean Earth offers competitive benefits including health dental vision life and disability insurance plans starting on the first day of employment; paid time off wellness benefits employee discount program tuition assistance and a 401k with company matching.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex national origin age disability veteran status gender identity or genetics. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

If you have a difficulty applying for any job posted on Harsco Clean Earths website because a disability prevents you from using the online system Clean Earth offers the following alternate application procedure: Call toll freeand leave your name phone number city and state of residence.  Clean Earth will arrange for an alternate method of applying and will consider your application together with all other applications received for the job.  This line is dedicated to disability applications only.  No other inquiries will receive a response. 

Remote Work :

Yes

Employment Type :

Fulltime