What are the responsibilities and job description for the Customer Success Leader position at Allied USA?
Customer Success Leader
Allied USA is seeking a highly motivated and results-driven Customer Success Leader to oversee and optimize our daily business operations. This role plays a critical part in ensuring the seamless coordination of our teams, including Customer Success, Drivers, Deal Desk Specialists, and Front Desk staff. The ideal candidate will be a strong communicator, highly organized, and comfortable leading diverse teams in a fast-paced environment.
General Operations Management:
- Oversee day-to-day operations to ensure efficient scheduling, routing, and execution of medical waste pickup services.
- Lead and support cross-functional teams including Customer Success, Drivers, Deal Desk Specialists, and Front Desk staff.
- Monitor performance metrics and implement improvements where needed.
- Ensure compliance with safety and regulatory standards related to medical waste management.
Customer Experience & Support:
- Oversee Customer Success to maintain strong client relationships and resolve escalated service issues.
- Collaborate with the Deal Desk team to streamline processes for new contracts, renewals, and client billing.
- Support the Front Desk team to ensure smooth communication channels with customers and internal teams.
Team Leadership & Development:
- Provide leadership, coaching, and performance management to direct reports across multiple functions.
- Foster a positive, accountable culture where employees feel supported and motivated.
- Ensure staffing, training, and scheduling align with operational needs.
Continuous Improvement & Compliance:
- Identify opportunities to improve efficiency, reduce costs, and optimize processes.
- Ensure company-wide adherence to OSHA, DOT, and state regulations for safe handling and transport of medical waste.
- Assist leadership with special projects, reporting, and cross-department initiatives.
Qualifications:
- Proven experience in operations management or a similar leadership role, preferably in logistics, transportation, or service industries.
- Strong organizational and problem-solving skills with the ability to manage competing priorities.
- Excellent communication and interpersonal skills to lead cross-functional teams and interact with customers.
- Experience managing frontline staff (drivers, customer service, administrative support) preferred.
- Proficiency with Microsoft Office and comfort learning new systems/software.