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 company’s market approach through customer-centric strategies while fostering cross-functional collaboration across Commercial, Sales, and Operational teams. This position reports to the Vice President of Commercial Experience.Strategic Leadership & Market GrowthDesign 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.Customer-Centric TransformationDevelop 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 ExecutionBuild 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 execution following the guidance from the VP of National Accounts and SVP of Sales.