Director of Client Services

Department: Operations & Transport

Employment Type: Permanent - Full Time

Location: Hanover

Reporting To: John Ayvas

Compensation: $120,000 - $130,000 / year

Description

About the role

• Owns customer P&Ls, pricing, and margin drivers; comfortable making pricing calls and defending them with clients
• Drives wallet share expansion and client retention
• Works “hand-in-glove” with AP / billing to avoid margin leakage; drives billing accuracy and invoice timeliness
• Treats each account like a book of business to grow, not maintain; pushes contract amendments, price escalators and scope expansion
• Comfortable operating in complex service environments such as industrial / manufacturing verticals; can translate operational pain points into commercial opportunities
• Cross-functional leadership; builds relationship with procurement internally; drives internal alignment on service delivery, pricing strategy and issue resolution
• Process-oriented: can build account management processes such as standard account review cadence, playbooks for expansion / retention, pricing governance, KPI frameworks and understands how to scale a team
• Strong backgrounds would be account management (with pricing ownership) for industrial services / waste / facilities / logistics / B2B multi-site service businesses
• Oversee daily operations across waste, recycling, and sustainability services to ensure smooth, consistent delivery.
• Track key performance metric such as service completion, response times, costs, and efficiency to support data-driven decisions.
• Use operational technology platforms to track services, communicate with vendors, and improve reporting, visibility, and efficiency.
• Lead the rollout of new systems and tools, supporting training and adoption to improve usability and team performance.
• Work with regional and national vendors to negotiate service agreements and pricing, ensuring reliable service and competitive terms.
• Address vendor performance issues, service disruptions, and escalations to keep operations running smoothly.
• Work with Sales and Account Management teams to support clients onboarding and ongoing service delivery, ensuring a smooth customer experience.
• Manage budgets and partner with Supply Chain team to manage vendor costs to ensure financial control and support growth.
• Lead and develop operations team members across vendor management and customer operations to build strong, scalable teams.

What we need from you

• Bachelor’s degree in Business, Operations, Supply Chain, Environmental Management, or a related field.
• 8+ years of operational experience in waste management, logistics, environmental services, facilities services, or other multi-vendor/asset-light service platforms.
• Direct ownership of pricing margin and account profitability preferred.
• 8–12 years of leadership experience in account management or operations.
• Proven experience leading and developing high-performing teams.
• Strong experience understanding volume, service mix and contract structure
• Strong ability to make data-driven decisions to optimize operations.
• Expertise in negotiating and managing vendor relationships.
• Experience designing and executing operational processes.
• Strong financial and margin management skills.
• Experience managing contracts and service level agreements (SLAs).
• Excellent communication and problem-solving abilities.
• Advanced proficiency in MS Excel.

What we offer

• Comprehensive health and dental benefits
• Employer matching of employee retirement contribution
• Supportive work-life balance: hybrid/in-office work schedule
• Supportive of professional development
• Dynamic and international working environment
• Will work in close coordination with Reconomy teams in the Americas and periodically with other regions