SVP, Operations

Department: Operations & Transport

Employment Type: Permanent - Full Time

Location: Windsor

Reporting To: John Ayvas

Compensation: $240,000 - $270,000 / year

Description

About the role

Operational Strategy & Execution
• Design, implement, and continuously improve scalable operating processes suited to an asset-light, platform-driven business model.
• Own the operational roadmap, translating company strategy into quarterly and annual operating plans with measurable KPIs.
• Lead cross-functional teams including Operations, Customer Success, Compliance, and Vendor Management.
• Drive a culture of accountability, continuous improvement, and data-informed decision-making.

Partner & Vendor Network Management
• Oversee the onboarding, performance management, and optimization of our third-party hauler, recycler, and processing partner network.
• Develop and enforce vendor SLAs, compliance requirements, and sustainability certifications (e.g., R2, ISO 14001, ISRI membership).
• Identify and negotiate strategic partnerships to expand geographic coverage and service capabilities.
• Build redundancy and resilience into the partner network to ensure service continuity.

Technology & Platform Operations
• Partner with the CTO to ensure the dispatch, routing, and reporting platform reliably supports customer and vendor workflows at scale.
• Champion the use of data and analytics to optimize route efficiency, diversion rates, and cost-per-service metrics.
• Identify operational requirements for platform enhancements and prioritize accordingly with the product and engineering teams.

Customer Experience & Service Delivery
• Own the end-to-end customer service delivery experience, from onboarding through ongoing account management and issue resolution.
• Establish and monitor service quality metrics, driving continuous improvement in customer satisfaction (NPS, retention, issue resolution time).
• Partner with Sales and Marketing to align operational capacity with growth targets and new market launches.

Compliance, Safety & Sustainability
• Ensure all operations, partner activities, and reporting meet applicable federal, state, and local environmental regulations.
• Champion the company's sustainability goals - including waste diversion targets, recycling rates, and carbon reduction commitments.
• Oversee regulatory compliance programs and maintain certifications and industry memberships relevant to waste and recycling.
• Develop and enforce safety standards across the partner network and internal teams.

Multi-Location People Leadership
• Lead, develop, and engage a distributed workforce across multiple office and field locations, fostering a unified culture and consistent employee experience company-wide.
• Partner with HR to design and implement people programs - including onboarding, performance management, and career development - that work effectively across geographies.
• Establish clear communication cadences and leadership practices that keep dispersed teams aligned, informed, and motivated.
• Travel to field locations (20-40%) to maintain visibility, build trust, and directly support site-level teams and operations.
• Ensure consistent application of company policies, values, and standards across all locations.

Financial & Performance Management
• Own the operational P&L, managing costs across vendor contracts, logistics, technology, and headcount.
• Partner closely with the CFO to develop financial models that align cost structure with growth at scale and provide transparent operational reporting.
• Collaborate with the CRO to align operational capacity, service delivery timelines, and resource planning with revenue growth targets and customer commitments.
• Identify and realize operational efficiencies, margin improvement opportunities, and cost-saving initiatives without compromising service quality.

Leadership & Team Development
• Build, mentor, and retain a high-performing operations leadership team.
• Foster an inclusive, high-accountability culture aligned to company values.
• Represent operations in board meetings, investor updates, and key customer engagements as needed.

What we need from you

Required:
• 10+ years of progressive operational leadership experience, with at least 3 years in a senior VP or C-suite role.
• Demonstrated success leading operations in an asset-light, platform, marketplace, or managed services business model.
• Proven experience managing and engaging distributed teams across multiple geographic locations.
• Experience managing complex third-party partner or vendor networks with multi-region scope.
• Strong commercial acumen with P&L ownership experience and is comfortable partnering with CFO and revenue leadership.
• Proven ability to build and scale operational processes in a high-growth environment.
• Exceptional cross-functional leadership, communication, and executive presence.

Preferred:
• Background in waste management, environmental services, logistics, facilities management, or related industries.
• Familiarity with environmental compliance requirements and sustainability certifications (ISO 14001, R2, ISRI, NWRA, etc.).
• Experience with SaaS or technology-enabled service platforms.
• MBA or advanced degree in Operations, Business, Engineering, or a related field.
• Track record of leading through M&A integration or rapid geographic expansion.

What we offer

• Comprehensive Health Benefits: We've got you covered with Health, Dental, and Vision insurance.
• 401(k): Plan for the future with confidence with employer matching of employee retirement contribution.
• Learning & Growth Opportunities: We support your professional development with access to LinkedIn training, mentorship, and advancement opportunities.
• Collaborative, Global Environment: Work closely with passionate teams across North America and connect with colleagues in other regions for exciting cross-border projects.