Osceola County Government is hiring: Solid Waste Program Supervisor in Kissimmee

General Description Of Duties

Under limited direction, this position oversees and manages the Countywide Curbside Collection Contract and monitors all solid waste contracts to ensure compliance with provisions and terms. The role functions in a supervisory and administrative capacity, providing leadership and direction to staff while ensuring contractors deliver services in accordance with contractual obligations and County standards. Employees in this classification are responsible for ensuring vendor compliance through the review, enforcement, and interpretation of contract requirements; overseeing customer service operations, including complaint resolution and escalated service issues; conducting or directing field inspections to verify service delivery and performance standards; managing fiscal accounting functions related to solid waste contracts, including billing verification, liquidated damages, and financial reporting; and coordinating with County departments, contractors, municipalities, and citizens to address concerns, maintain service quality, and resolve operational issues.

Essential Job Functions

• Reviews and oversees departmental contracts including but not limited to mowing, grinding/hauling, leachate disposal, hazardous waste disposal to ensure compliance with provisions and terms.
• Monitors the Countywide Residential Curbside Collection Agreement to ensure compliance with contract requirements and operational objectives.
• Reviews, responds to, and documents complaint resolution through reports, summaries, and correspondence.
• Reviews and determines monthly liquidated damages assessed to contractors for non‑compliance.
• Verifies billing accuracy based on residential home counts within contractor service areas.
• Investigates and resolves contract‑related problems and issues.
• Establishes and maintains record‑keeping systems, including spreadsheets and other software, to track contract compliance and fiscal records.
• Reviews and interprets contractual agreements and ordinances; collaborates with County Procurement and Legal to prepare Requests for Proposal (RFPs), Temporary Agreements (TAs), and agenda items related to departmental contracts.
• Supervises the Customer Care Team and resolves escalated matters at a supervisory level.
• Supervises the Financial Team to ensure compliance with County policies and procedures, timely contract renewals, agenda items, vendor payments, and franchise compliance.
• Assists in establishing and implementing internal control systems to ensure compliance with contract methodologies and specifications.
• Supervises, trains, assigns, schedules, monitors, reviews, and evaluates assigned staff.
• Engages with neighboring municipalities, County departments and officials, Homeowners Associations, citizens, and contractor management teams on matters including service standards, Commissioner concerns, compliance, road access, code enforcement, and special assessments.
• Reconciles monthly residential curbside contract payments.
• Reviews performance reports to determine administrative charges in accordance with Service Agreements or Chapter 19 of the County Code of Ordinances.
• Works with the County Attorney’s Office and management team to address legal concerns and update ordinances and procedures related to departmental agreements and Chapter 19 compliance.
• Maintains relationships with local municipalities and surrounding County solid waste divisions.
• Assists the Solid Waste Manager with annual budget development, financial forecasting, and cost control.
• Collaborates with the Solid Waste Manager and Communications Team to create and manage public information on program guidelines, departmental initiatives, events, and closures including website updates, press releases, flyers/brochures, and social media announcements.
• Monitors citizen satisfaction and serves as liaison between the County Commission Office and contractors by overseeing quality of work, contract compliance, and response times related to missed collections and other service concerns.
• Oversees and monitors customer service software for curbside collection contracts to ensure accurate tracking of service issues by both County and contractor customer service teams.
• Prepares and distributes service reports for review with appropriate personnel and management.
• Ensures vendor compliance with all aspects of contracted agreements between Osceola County and vendors.
• Oversees maintenance of the customer call database and generates reports/adjustments related to complaints and other collection program matters.
• Conducts job site inspections as necessary to ensure vendor compliance with contract requirements.
• Performs duties as assigned/necessary which are related, or logical in assignment to the position.

Minimum Qualifications

Education: Bachelor’s Degree in Public Administration, Business Administration/Management, Finance, Contract Management, or a closely related field.

Experience: Three (3) years’ responsible experience in a combination of contract administration, customer relations, and/or office management related to the essential functions of the position, including at least 2 years in a supervisory capacity. An equivalent combination of education and/or experience may be considered, provided it demonstrates the knowledge and skills required to perform the essential job functions. Professional experience with Microsoft Excel and Word required. Public sector or solid waste management experience preferred.

Miscellaneous: Must possess and maintain a valid Florida Driver’s License.

Knowledge, Skills and Abilities

• Knowledge of applicable County ordinances, service areas, and service standards.
• Knowledge of the methods, practices, and procedures of contract administration.
• Knowledge of supervisory methods, practices, and techniques.
• Skill in reading and interpreting maps and street guides.
• Skill in coordinating and monitoring contract administration activities.
• Ability to research, analyze, and prepare reports, summaries, and correspondence.
• Ability to interact with the general public, applying recognized customer service standards.
• Ability to review and interpret applicable local, state, and federal regulations.
• Ability to resolve complaints and personnel related problems/issues.
• Ability to communicate effectively, both verbally and in writing.
• Skill in performing routine mathematical computations and tabulations accurately and efficiently.
• Ability to engage in professional discussions with management level staff and contractors including but not limited to legal teams, Commissioners, County Manager’s Office, etc.
• Ability to interpret contractual agreements and collaborate with County Procurement in the preparation of Requests for Proposals (RFPs), Temporary Agreements (TAs), and agenda items related to departmental contracts.
• Ability to interpret and ensure legal compliance between Osceola County and contracted vendors in accordance with contractual requirements.
• Knowledge of modern records management techniques.
• Ability to understand, follow, and supervise written and oral instructions.
• Skill in establishing and maintaining effective working relations with all levels of management, employees, other departments, officials, and the general public; skill in the principles and techniques of customer service skills.
• Skill in preparing correspondence, summaries, and reports in a clear and concise manner; skill in business English, e.g., correspondence formats, spelling, punctuation, and grammar.
• Ability to access, operate, and maintain various software applications.
• Ability to operate basic office equipment, e.g., computers, printers, copy machines, and telephone systems.
• Skill in reading, updating, and maintaining various records and files; skill in complex administrative support functions, e.g., records maintenance, data analysis, reports processing, documentation proofing.

Physical Demands

Physical Demand: Light

• 20 pounds maximum lifting.
• Frequent (up to 2/3 of the work time) lifting, carrying up to 10 lbs.
• If less lifting is involved will require significant walking/standing.
• If mostly sitting is involved will require push/pull on arm or leg controls.
• Expressing or exchanging ideas by spoken word or perceiving sound by ear.
• Good eyesight for production or safety of self and others.
• Physical agility is required in kneeling, bending, stooping, and reaching.
• Required to have clear vision at distances of 20 inches or less.