Director of Business Services

Key Responsibilities

Invoice Management

• Oversee end-to-end invoice processing, ensuring accuracy, timeliness, and compliance.
• Implement streamlined workflows and drive automation to meet KPIs on processing time, error rates, and customer satisfaction.
• Develop processes to:
• Process all monthly invoices within 30 days post-month-end, identifying and collecting missing invoices.
• Process all invoices within 2 business days of receipt.
• Handle 10,000 invoices/month with a roadmap to 50% auto-approval for all invoices entering Discovery platform.
• Achieve a 95% success rate in accurate invoice processing.

Procurement

• Lead vendor selection, negotiation, and relationship management; optimize vendor networks and contract savings.
• Ensure compliance with internal and client policies while increasing procurement transparency in open/closed markets.
• Establish quality standards targeting a 95% accuracy rate in service understanding, data allocation, savings tracking, and procurement results.
• Achieve at least 15% annual average cost savings on unoptimized contracts.
• Complete procurement work 90 days before contract expiration.
• Improve communication response time to under 48 hours using automated, humanized messages and reminders.

Analytics

• Direct analytical initiatives to uncover insights, support decision-making, and enhance performance across departments.
• Build a framework for timely, high-accuracy deliverables (95%) and ensure reports are issued at least 1 week before client reviews.
• Promote a proactive, data-driven culture by training teams and aligning analytics with Sales, Client Success, Procurement, and Onboarding.
• Develop a value-focused RFP process to support client acquisition and growth, with metrics demonstrating cost savings from joining either the WasteX or Discovery platforms.

Onboarding

• Lead onboarding strategy to reduce time-to-value from 90–120 days to 60 days.
• Create scalable, auditable processes to support onboarding up to 2,000 locations/month.
• Develop training materials and knowledge transfer protocols.
• Shorten onboarding for incomplete-location data from 120 to 30 days.
• Achieve and maintain a client onboarding satisfaction rate starting at 95%, progressing to 98%.
• Ensure clients become fully operational within the agreed timelines.

Service Team

• Manage service teams to maintain KPIs and elevate customer support quality.
• Incorporate client feedback into continuous improvement processes.
• Implement timely communications with clients/vendors, maintaining responses within 4 hours and using automated yet personalized messaging.
• Daily monitoring of Pioneer equipment to ensure full functionality.
• Limit churn due to service issues to under 5% annually.
• Achieve and maintain customer satisfaction scores starting at 95%, increasing to 98%.

Cross-Functional Leadership

• Partner with executive leadership to shape department strategy and drive efficiency across functions.
• Manage specialized managers and analysts.
• Oversee departmental budgeting and resource allocation.

Qualification & Requirements

No Information Available

Benefits

No Information Available