Sr Manager Customer Experience Optimization - Environmental Solutions
Republic Services Inc
Phoenix, AZ, United States
On-site
Standardized processes and tools
Performance dashboards and kpis
Root cause analysis and continuous improvement
The Senior Manager, Customer Experience Optimization - ES is responsible for building, operationalizing, and continuously improving the infrastructure that enables a world class Environmental Solutions (ES) customer experience
Job Summary
The Senior Manager, Customer Experience Optimization - ES is responsible for building, operationalizing, and continuously improving the infrastructure that enables a world class Environmental Solutions (ES) customer experience.
The incumbent develops standardized processes, tools, training, and measurement frameworks that enhance the efficiency, consistency, and effectiveness of the ES Customer Experience (CX) organization.
Eligible employees can elect to participate in a comprehensive benefits package including medical, dental, vision, retirement plan with company match, and paid time off.
Matching Summary
The Senior Manager, Customer Experience Optimization - ES is responsible for building, operationalizing, and continuously improving the infrastructure that enables a world class Environmental Solutions (ES) customer experience.
Skills & Requirements
Must-have
standardized processes and tools
performance dashboards and KPIs
root cause analysis and continuous improvement
cross-functional initiative leadership
subject matter expert for regulated waste workflows
Nice-to-have
foster a culture of accountability
drive performance improvement initiatives
strong executive presence and data storytelling
Key Requirements
7+ years of experience in customer experience, operations, process improvement, or program management
Demonstrated experience leading teams
Experience managing cross functional initiatives
Experience in the hazardous waste, environmental services, or regulated waste industry - preferred
Lean, Six Sigma, or similar process improvement certification - preferred