POSITION SUMMARY: The Supervisor Digital Solutions leads the Tier 2 support team for the Digital Platform team, overseeing day-to-day support for application software, digital platforms, and service delivery processes. The incumbent is responsible for incident triage, complex issue resolution, application-specific service requests, and consistent incident management practices that improve platform reliability, service availability, and stakeholder communication. The Supervisor Digital Solutions monitors support performance, coaches team members, and partners with Digital Development, infrastructure, platform, and business stakeholders to improve service delivery for assigned applications.
PRINCIPAL RESPONSIBILITIES:
- Lead the Tier 2 support team responsible for complex incident resolution, application-specific service requests, and operational support for assigned digital platforms.
- Establish and continuously improve incident management practices, including intake, triage, escalation, communication, resolution, and follow-up.
- Monitor incident queues, service levels, and operational trends to identify recurring issues, risks, and service improvement opportunities.
- Assist with complex escalations and coordinate troubleshooting across Digital Development, infrastructure, integration, CRM, ERP, and vendor teams.
- Create and review operational reports to identify performance trends, training needs, risks, and recommended service improvements.
- Coach and onboard employees, ensuring they have the tools, access, process knowledge, technical skills, and support standards needed to be successful.
- Keep technology owners and stakeholders informed of incident status, process changes, support expectations, and workflow improvements.
- Support release readiness, operational transitions, and new-application hypercare by ensuring support impacts, known issues, and escalation paths are understood.
- Develop strong working relationships with business stakeholders, technology owners, and vendors supporting assigned services.
- Perform other job-related duties as assigned or apparent.
QUALIFICATIONS:
- Knowledge of ITSM frameworks and tools, such as ServiceNow, including service delivery, incident management, request fulfillment, escalation management, and continuous improvement.
- Experience supporting enterprise applications, digital platforms, e-commerce websites, or systems with significant integrations and third-party APIs.
- Experience creating and analyzing performance reports, service delivery dashboards, incident trends, and operational findings to identify improvement opportunities.
- Knowledge of problem identification, root cause analysis, service restoration, post-incident improvement, and related knowledge management practices, including documenting procedures, known errors, workarounds, and resolution steps.
- Understanding of agile and traditional project management processes, including how support and delivery teams collaborate throughout the technology lifecycle.
- Demonstrated ability to coach and motivate employees, reinforce process adoption, and make effective decisions when addressing complex technical and operational issues.
- Experience with platform reliability, operational readiness, support management, DevOps pipelines, CI/CD, or release management concepts.
MINIMUM REQUIREMENTS:
- 4 years of experience with ITSM processes and toolsets and supporting enterprise-level applications in a virtual support environment.
- 2 years of experience with problem identification techniques and analyzing reports to support service delivery.
This role is primarily remote; however, candidates should be located within commuting distance of our Phoenix, AZ. Occasional in-person attendance may be required for team meetings, training, or business needs.
Please note, this position is not sponsorship eligible.
Rewarding Compensation and Benefits
Eligible employees can elect to participate in:
- Comprehensive medical benefits coverage, dental plans and vision coverage.
- Health care and dependent care spending accounts.
- Short- and long-term disability.
- Life insurance and accidental death & dismemberment insurance.
- Employee and Family Assistance Program (EAP).
- Employee discount programs.
- Retirement plan with a generous company match.
- Employee Stock Purchase Plan (ESPP).
- Paid Time Off (PTO)
- Benefits: https://jobs.republicservices.com/us/en/about-us/benefits
The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.
EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law. For any concerns relating to Republic Services’ commitment to equal opportunity employment, you may contact the AWARE Line at 1-866-3-AWARE-4.
ABOUT THE COMPANY
Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.
In 2025, Republic’s total company revenue was $16.6 billion, and adjusted EBITDA was $5.3 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.
Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.
Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 42,000 team members understand that it's not just what we do that matters, but how we do it.
Our company values guide our daily actions:
- Safe: We protect the livelihoods of our colleagues and communities.
- Committed to Serve: We go above and beyond to exceed our customers’ expectations.
- Environmentally Responsible: We take action to improve our environment.
- Driven: We deliver results in the right way.
- Human-Centered: We respect the dignity and unique potential of every person.
We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 5.1 million people in 2024 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.
STRATEGY Republic Services’ strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers’ multiple waste streams through a North American footprint of vertically integrated assets. We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation. With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.
Recycling and Waste We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers’ specific needs.
Environmental Solutions Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need.
Sustainability Innovation Republic’s recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.
The Republic Services Polymer Center is the nation’s first integrated plastics recycling facility. These innovative sites process rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America.
Our customers are increasingly looking for decarbonization solutions, and we are leveraging our network of landfills to meet that need. Republic is committed to harnessing landfill gas, a natural byproduct of decomposing waste, and converting it to energy. Republic has partnered with renewable gas developers to construct Renewable Natural Gas (RNG) plants at our landfills, expanding beyond the 77 projects we currently have to make progress towards our goal to beneficially reuse 50% more biogas by 2030 (2017 baseline year).
RECENT RECOGNITION
- Barron’s 100 Most Sustainable Companies
- CDP Discloser
- Dow Jones Best-In-Class Indices
- Ethisphere’s World’s Most Ethical Companies
- Fortune World’s Most Admired Companies
- Great Place to Work
- Sustainability Yearbook S&P Global
