Director, Service Delivery

Exciting Opportunity to Join Our Legacy of Environmental Leadership!

About Us: At Arcwood Environmental, we are more than just a company; we are pioneers in industrial waste management, committed to creating a cleaner, safer world. Since our inception during the environmental movement of the 1970s, we've been at the forefront of solving complex environmental challenges. Headquartered in Indianapolis, Indiana with a dedicated team of 2,000+ employees spread across the United States, we provide innovative and compliant solutions to thousands of clients in diverse industries.

Why Arcwood?

• Impactful Work: Be part of a team that makes a real difference. Our comprehensive services range from hazardous waste management and emergency response to onsite support and technical solutions, allow us to solve our customers' waste challenges. We are part of the solution. We don't generate any waste ourselves.
• Growth Opportunities: At Arcwood, your contribution is valued beyond your job title. We believe in the power of continuous learning and growth, encouraging every employee to expand their skills and take on new challenges.
• Safety First: Your health and safety are our top priorities. We foster a culture where every employee is empowered to act safely and ensure the well-being of their colleagues. Our mantra is Safe and Compliant, or Not at All.
• Collaborative Environment: Together we can achieve much more. Join a supportive and dynamic team where your ideas and efforts are recognized and rewarded.
  
  

Our Commitment: We are dedicated to fostering an inclusive and innovative workplace where every employee can thrive. As part of our team, you will have the freedom to contribute your expertise wherever needed, ensuring the success of our mission to protect the environment.

Our Vision: Our vision is to be the most trusted partner in the environmental services industry. We put our customers first and deliver agile, sustainable, and innovative solutions. We commit to nurturing top talent and creating lasting value for our customers, shareholders, communities, and the planet.

Our Ownership: Arcwood Environmental is backed by the EQT Infrastructure VI fund, enhancing our capabilities, and expanding our reach. EQT is a dynamic global investment powerhouse managing EUR 232 billion in assets (EUR 128 billion fee-generating). With a focus on Private Capital and Real Assets, EQT owns and supports leading companies across Europe, Asia-Pacific, and the Americas, fostering sustainable growth, operational excellence, and market leadership. This exciting ownership positions us for continued impacts and growth in the future.

Director, Service Delivery
The Director, Service Delivery drives service excellence, business performance, and operational leadership across a multi-state region in the U.S. environmental services sector. Overseeing hazardous and non-hazardous waste management, technical services, field services, and transportation, they ensure safe, efficient, and compliant operations while spearheading growth, margin expansion, and customer retention alongside a Regional Sales Leader.

Reporting to the Senior Vice President of Service Delivery, the Director, Service Delivery leads a high-performing team, driving strategic growth, operational innovation, and seamless service execution. They foster collaboration across regions, sharing best practices and preventing silos while balancing enterprise standards with local execution.

As a key figure in regional operations, this position plays a critical role in shaping service delivery, driving business success, and cultivating a culture of teamwork and leadership.

Essential Functions & Requirements:

Strategy & Governance

• Partners with the Regional Sales Leader to develop and execute a high-impact business strategy, driving growth and profitability while maintaining the highest safety standards for employees and equipment
• Takes ownership of regional financial performance, overseeing revenue (shared with Sales), cost management, productivity, and profitability
• Ensures seamless execution of Corporate policies, programs, and systems, aligning regional operations with enterprise strategies

Team Leadership & Development

• Leads a high-performing, cross-functional team, including technical services, field operations, customer support, waste approvals, billing, and transportation
• Recruits, mentors, and develops future service leaders, fostering a culture of accountability and succession planning
• Promotes high-performance, safety, and employee engagement, driving a collaborative and results-driven team culture

Operations & Service Delivery

• Maximizes resource utilization, ensuring optimal deployment of people and equipment to balance revenue growth and profit objectives
• Ensures safe, compliant, and efficient service delivery across all sites and service lines, maintaining operational excellence
• Champions standard operating procedures, regulatory compliance, and continuous improvement initiatives to enhance service quality and efficiency
• Leads performance reviews, proactively addressing customer challenges and risk mitigation
• Builds an inclusive workplace culture, ensuring fair and equitable practices in hiring, development, and retention

Customer & Market Engagement

• Strengthens and expands customer relationships, ensuring exceptional service delivery and contract fulfillment
• Partners with Sales to identify and pursue growth opportunities within existing accounts, driving retention and expansion
• Supports new customer acquisition efforts, providing operational expertise and readiness for seamless service integration
• Serves as a regional ambassador, engaging with community, regulatory, and industry stakeholders to enhance visibility and influence

Compliance & Risk Management

• Ensures strict adherence to Federal, State, and Local EHS regulations (RCRA, TSCA, OSHA, DOT), maintaining a high standard of compliance
• Leads proactive risk management, overseeing incident investigations, reporting, and root cause analysis to drive continuous safety improvements
• Fosters and reinforces a strong safety culture, ensuring accountability and adherence at all levels

Financial & Operational Planning

• Develops and implements a strategic regional operating plan and annual budget, aligning business performance with enterprise financial goals
• Leads business reviews, forecasting, and cost optimization to drive efficiency and profitability
• Maintains a deep understanding of regional cost structures, benchmarking against competitors to identify optimization opportunities
• Champions cost control, productivity improvements, and resource optimization, maximizing operational effectiveness

Education:

• Bachelor's degree in environmental science, engineering, business administration, or related field (required)
• Master's degree (preferred)

Experience:

• 10+ years of progressive operational leadership in environmental services or a related industrial sector, with at least 5 years leading service delivery across multiple sites or states (required)
• Previous experience in environmental compliance, hazardous waste operations, treatment technologies, customer service, and transportation logistics (required)
• Previous experience / familiarity with EHS systems, regulatory frameworks, and process compliance methodologies (required)
• Proven experience driving business performance, optimizing service delivery, and leading cross-functional teams in a dynamic environment (required)
  

Critical Success Factors:

Key Performance Indicators (KPIs)

• Revenue & Profitability: Drives regional financial performance, achieving budgeted goals with year-over-year growth and margin expansion
• Customer Retention & Growth: Minimizes account attrition while increasing share-of-wallet and extending customer tenure through strong relationship management and service excellence
• Safety & Compliance: Maintains industry-leading safety metrics, including TRIR and DART rates, ensuring compliance with all safety programs, environmental regulations, and timely resolution of audit corrective actions
• Customer Satisfaction: Elevates service standards by optimizing Net Promoter Score (NPS), approval timelines, issue resolution efficiency, and overall service delivery metrics
• Employee Engagement & Talent Development: Fosters a high-performing workforce by improving key talent retention, promoting internal career growth, and strengthening engagement survey results
• Operational Efficiency & Execution: Maximizes staff and transport asset utilization, streamlines order-to-cash timelines, and ensures adherence to corporate standards, systems, and processes for seamless operations

Competencies:

• Maintains full accountability for regional financial performance, driving operational efficiency, revenue growth, and profitability with an enterprise-minded approach
• Strengthens existing customer relationships through exceptional service delivery, fostering loyalty and business expansion while actively supporting Sales in new customer acquisition
• Champions standardization, safety, and continuous improvement, ensuring high-quality service execution and compliance across all sites
• Inspires cross-functional teams, fostering alignment at all organizational levels to drive business success and operational cohesion
• Leads effectively through evolving business conditions, embracing innovation and guiding teams through industry shifts with resilience
• Cultivates a high-performing workforce through mentorship, coaching, and succession planning, empowering future leaders within the organization.
• Regular and predictable attendance to perform the functions and requirements of this role

Benefits, Compensation, & Workforce Diversity:
Arcwood offers competitive pay and bonus incentives. Benefits include choice of medical, dental, and vision plans, flexible spending or health savings accounts, employee and dependent life insurance, short and long-term disability, 401(k) savings plan with 7% company match, and tuition reimbursement.

Equal Opportunity Employer – Veterans & Disabilities

A post-offer drug screen will be required.

Current Openings for Director, Service Delivery Jobs at Arcwood Environmental, LLC