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

At Lincoln Waste Solutions, powered by Reconomy, our vision is a waste-free world where resources are conserved, and economic growth is achieved through sustainable, circular practices. We provide a full-service management approach for all types of waste and recycling, offering services such as recycling, waste consulting, hauler management, and back-office support.

With a proven track record, we work with hundreds of clients across the globe, including regional and national companies across various industries. Leveraging strong partnerships with over 6,000 haulers, we help our clients achieve greater waste efficiency, increased recycling, improved sustainability data, and cost savings, all while moving toward a more sustainable, waste-free future.

About The Role

The Director of Client Services oversees and enhances daily operations for an asset-light waste management platform, ensuring efficient delivery of waste, recycling, and sustainability services through a national vendor network. This role is responsible for owning and growing a portfolio of key customer relationships as standalone “books of business,” with full accountability for revenue, pricing, margin, and customer retention. This role operates with a P&L mindset, driving both commercial performance and operational alignment across accounts. The position goes beyond traditional account management, focusing on margin expansion, pricing discipline, service mix optimization, and wallet share growth. The role partners closely with operations, billing / AP, and finance to ensure accurate execution and elimination of margin leakage, while identifying and executing opportunities for contract expansion and value creation. This role is a critical leadership position within the commercial organization and is expected to develop into a senior operating leader with broad business ownership responsibilities.

• 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