Program Manager 2

The
Program Manager 2
will lead and oversee comprehensive Waste Services operations—including curbside collection, recycling, bulk-item pickups, convenience centers, and route management. The incumbent ensures regulatory compliance, optimize performance, enhance sustainability, and deliver high-quality service to over 150,000 Metro households. This position carries significant supervisory responsibility, overseeing multiple operational teams to ensure service excellence and staff accountability.

Waste Services is responsible for weekly curbside waste and every other week curbside recycling collection for over 151,000 customers in the urban services district as well as collection of over 200 public litter baskets in the downtown Nashville corridor. The division also operates four convenience centers where residents of Davidson County can bring waste, recycling, bulk items, food waste, household hazardous waste, and other items for recycling or disposal and eight recycling drop-off locations available to residents who do not qualify for curbside recycling collection.

Waste Services currently employs staff members working in collection, administration, customer service, education, landfill engineering, development review, and outreach.

• Directly supervises Field Supervisors overseeing daily curbside collection, recycling, and bulk-item pickup operations.
• Manages Dispatch staff responsible for route assignments, driver coordination, and service alerts.
• Oversees Customer Service Representatives (CSRs) handling route changes and missed stop escalations.
• Provides indirect oversight to drivers, helpers, temporary staff, and certified employees mobilized for special events.
• Updates and maintain daily supervisor schedules and assignments.
• Reviews helper routes, create new routes, create helper routes as needed.
• Ensures prompt resolution of customer complaints.
• Handles call-ins from drivers for unscheduled leave; review and approve leave requests.
• Conducts morning review of newly assigned drivers with Waste Services supervisors assigned to field management.
• Manages communications between Admin, Dispatch, and drivers regarding route issues, vehicle availability, and system alerts.
• Ensures route sequence to improve efficiency in delivery of services.
• Creates daily assignment schedules, including special events and overtime.
• Investigates and resolves route stop issues, excessive missed stops, and repeat service delays.
• Partners with Payroll and Fleet, ensuring smooth coordination on leaves, timekeeping, and vehicle readiness.
• Ensures appropriate staffing levels for all routes, processing leave requests to meet service levels.
• Escalates issues to Collections oversight and coordinate resolution.
• Coordinates field training and refresher sessions in conjunction with safety coordinator for helpers and drivers.
• Processes random drug test requests in compliance with safety regulations and Metro policy.
• Supports special event planning, including overtime staffing and certified employee mobilization.
• Prepares weekly schedules, balancing crews, leave, and special operations.
• Drives improvements in route design, using peer benchmarking and technology recommendations.

Master's Degree from an accredited college or university and three (3) years of supervisory and/or administrative experience.

OR

Bachelor's Degree from an accredited college or university and five (5) years of supervisory and/or administrative experience.

Licenses Required
Valid Drivers License

Candidates with accreditations earned in a foreign institute are encouraged to apply.
Note: Per Metro Ordinance No. SO All employees of the Metropolitan Government shall be residents of the State of Tennessee or become residents of the state within six (6) months of employment as a prerequisite to employment with the Metropolitan Government.

• Experience managing municipal-scale waste services or logistics operations.
• Proficiency in operations, budget management, and cross-agency coordination.
• Class B or Higher CDL

We are an equal opportunity employer. All individuals, regardless of personal characteristics, are encouraged to apply. Metro Nashville is committed to selecting the most qualified candidate for each of our roles.
Metro Nashville Government respects the religious beliefs and practices of all employees and will make, on request, an accommodation for such observances when a reasonable accommodation is available that does not create an undue hardship on business operations.

Requests for ADA or other protected accommodations for the recruitment process should be directed to Human Resources