ABOUT ROUTEWARE, INC.

Routeware is the industry leader in providing software and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations save time and money, increase efficiency, improve safety and help make our world a greener place.
Based in Portland, Oregon, the company employs a distributed team across North America and the UK. Our brands, products, and services provide an all-in-one platform to municipal and private waste haulers and other fleet services. As part of an essential and growing industry, we seek solution-oriented team players who want to positively impact the environment. Our work environment is collaborative, dynamic, fast-paced, and fun with a strong appreciation for innovation and initiative.

Our Mission:

• Transform waste collection to drive a better future for generations to come.

Our Values:

• Adaptability - The waste industry and technology are ever-changing, and the Routeware team never stops adapting to be at the forefront of technology innovation, supporting our customers to stay ahead.
• Mission-driven - At Routeware, it matters to us that our work has a lasting positive impact on our customers’ outcomes, our fellow team members’ well-being, and the long-term sustainability of our environment.
• Human-first - While technology drives our products; the real, live, caring people at Routeware are the true drivers of meaningful outcomes for our customers.

POSITION OVERVIEW

We are seeking a dynamic and experienced Senior Director of Professional Services / Customer Operations to lead our global implementation team. This team includes 20+ remote professionals across the US and UK, including Project Managers and Implementation Consultants. The Senior Director will be responsible for ensuring the successful delivery of implementation projects, driving customer success, and aligning closely with Sales and Customer Success teams to provide a seamless and exceptional customer experience from contract to go-live.

QUALIFICATIONS

• 10+ years of experience in Professional Services, Customer Operations, or related leadership roles within a software or technology company.
• Experience leading global, remote teams with a focus on implementation and customer success.
• Strong understanding of project management methodologies and tools.
• Exceptional communication and interpersonal skills, with a customer-first mindset.
• Proven ability to build and optimize operational processes across cross-functional teams.
• Experience in waste management or a similar industry is highly desirable.
• Ability to travel occasionally for team and customer meetings.

• Lead and manage a global, fully remote implementation team of 20+ professionals.
• Develop and execute strategies that ensure timely, high-quality customer implementations and a smooth transition to ongoing support.
• Foster strong collaboration with Sales and Customer Success teams to align implementation efforts with customer goals and business outcomes.
• Monitor and report on key metrics related to implementation timelines, customer satisfaction, and team performance.
• Continuously refine implementation processes to improve efficiency, scalability, and customer satisfaction.
• Build and maintain strong relationships with strategic customers throughout the implementation lifecycle.
• Mentor and develop team members, promoting a culture of accountability, continuous improvement, and customer focus.
• Act as a key escalation point for implementation issues, ensuring resolution in a timely and customer-centric manner.
• Contribute to cross-functional initiatives aimed at improving the overall customer journey.