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Senior Manager, Service Delivery

Remote - USA

About RoadRunner

At RoadRunner, our daily motivation is to accelerate the road to Zero Waste™ while providing maximum value for our customers and our communities. We achieve this through efficient, cost-effective and sustainable waste operations. Our team cares deeply about each other and our planet, and we are dedicated to leveraging technology and innovation to modernize a vital industry with integrity, expertise and a passion for create a future where waste is a problem of the past™.

Technology, artificial intelligence and data-driven strategies are the backbone for our team of waste experts to reliably provide our customers with the most streamlined, cost effective and sustainable waste and recycling services. Since RoadRunner’s creation in 2014, we’ve helped more than 12,000 customer locations achieve an average between 10 - 20% savings on their monthly waste bills while also improving their recycling efficiencies. We’re proud that RoadRunner’s industry-leading model has been recognized by the SEAL Business Sustainability Awards 2023, Pittsburgh Business Times’ Best Place to Work 2022, and Pittsburgh Inno’s 2022 Fire Awards. 

Our Glassdoor reviews are fantastic (3.3/5 on 283 reviews), our CEO’s approval rating is 71%, and 67% of our reviewers would recommend working here. Our Indeed ratings have consistently improved as we’ve been expanding our teams (3.4/5 on 79 reviews) and we now have over 13K followers on LinkedIn.

 

***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa.

Pay: $80k -$100k w/ 15% bonus 

Hours for position: 8am - 5pm EST

 

Job Summary: 

Lead the charge in service excellence! As our Senior Manager of Service Delivery, you'll be at the forefront of our support organization, setting the vision and building a high-performing team. This is a hands-on, highly visible leadership role where you'll own complex escalations and redesign our service delivery processes to drive customer satisfaction and vendor performance. If you're a leader who can balance difficult conversations with strengthening key partnerships, this is the role for you.

 

Primary Duties Including % of time:

  • 20% - Define and execute the vision for a best-in-class service delivery model that integrates customer and vendor operations 
  • 20% - Define and execute the vision for a best-in-class service delivery model that integrates customer and vendor operations 
  • 10% - Own service performance reporting and partner with leadership on growth planning and resource needs.
  • 20% - Lead a cross-functional team, including functional managers and team leads, supporting frontline Service Delivery Representatives (SDRs).  
  • 20% - Serve as the senior point of contact for high-priority customer or vendor escalations and actively participate in delivering resolutions.
  • 10% - Collaborate with internal teams to conduct root cause analysis and implement sustainable and scalable solutions. 

 

% Travel required: 15% - Quarterly travel into headquarters 

 

Organizational Relationship:

  • Reports To: Senior Director, Mid-Market Customer Success
  • Direct Reports:  Manager, Customer Service and Manager, Vendor Service
  • Interacts with:  Customer Success, Procurement, Operations, Finance, Product and Technology

 

Skills and Experience:

  • 7+ years of experience in service delivery, operations, or customer/vendor support; at least 3 years in a people leadership role.
  • Proven success leading service teams in high-volume, fast-paced environments.
  • Experience overseeing both customer and vendor service channels is highly preferred.
  • Familiarity with CRMs and Service Platforms (HubSpot preferred, ZenDesk, Salesforce)
  • Strong data fluency; confident using KPIs and trend analysis to drive strategy and process changes.
  • Background in waste/recycling industry Required
  • Certifications or training in Lean, Six Sigma, or operational excellence preferred.
  • Comfort with ambiguity, ability to act without having the whole picture using sound judgment and strong decision-making skills.  
  • Passionate about business results and quality, with a strong sense of accountability, metrics and ownership.
  • Strategic thinker with the ability to grasp the tactical details.
  • Strong verbal and written communication skills is dynamic, and can capture a group’s interest and maintain it as well as the ability to facilitate meetings with diverse and sometimes conflicting points of view.
  • Ability to manage multiple projects, multi-task and effectively prioritize conflicting assignments with minimal supervision.
  • Ability to influence and collaborate at all levels and across all functions of the organization.
  • Proven ability to organize/manage multiple priorities coupled with the flexibility to quickly adapt to ever changing business needs.
  • Strong analytical and problem solving.  Solid decision making in a timely manner

Education:

  • Bachelor’s Degree REQUIRED


Core Values:

  • Trust - Have confidence in our team. Have integrity in your actions.
  • Care personally about each other - Show compassion, empathy and open-mindedness.
  • Be Passionate - Love what you do. Love what we do.
  • Embrace challenge - See obstacles as opportunities to learn and grow.
  • Be Humble - Stay grounded. Seek feedback. Be curious.
  • Be Accountable - Take ownership. Be reliable. Be proactive.

 

We are excited to consider talented individuals from across the country. However, please note that we currently do not support candidates residing in the following states: Alaska (AK) / Delaware (DE) / Hawaii (HI) / Kansas (KA) / Louisiana (LA) / Maine (ME) / Montana (MT) / Nebraska (NE) / Nevada (NV) / New Mexico (NM) / North Dakota (ND) / South Dakota (SD) / Vermont (VT) / Wyoming (WY) 

We thank all candidates for their interest in RoadRunner, but we cannot respond to everyone personally. Only those selected for an interview will be contacted. We look forward to reviewing your application! 

RoadRunner is an affirmative action and equal opportunity employer and is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. It is the policy of RoadRunner that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of RoadRunner to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. RoadRunner is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship.

 

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