Area Manager I, Customer Engagement

WM•Germantown, WI

5d•$120 - $150•Hybrid

About The Position

Responsible for the oversight and execution of Customer Engagement initiatives for a specific Market Service Area. This role requires a deep understanding of customer needs, excellent communication skills, executive presence, and the ability to collaborate with cross-functional teams to drive CX improvements. Serve as an active participant on the Market Area Management team and work to develop plans, strategies, and initiatives which support the Market Area Goals. Drive entrepreneurial mindset and actions from the market area approach to the WM enterprise customer-based approach. Facilitate communication between the Market Service Area and the Enterprise Contact Center to maintain and establish a mutual understanding of processes and procedures.

Requirements

Previous CX experience; comprehensive understanding of CX tools, technology, and solutions.
Strong interpersonal skills: demonstrated ability to build relationships and negotiate resolutions to a common solution.
Strong understanding of business processes, tools, and techniques required to develop an engaged customer and employee environment.
Experience in leading/motivating large, diverse workforce; must be able to build camaraderie/trust.
Self-starter with the ability to work cooperatively with boundary partners and members of the WM management team, including team members outside of the CE organization and external vendors.
Ability to research, digest, analyze and present material clearly and concisely.
Bachelor’s Degree, or equivalent work experience, in CX, Sales/Marketing, Management, Business Administration or similar area of study
Five to seven years of previous experience with at least two years of supervisory or Management experience in customer service and contact centers

Nice To Haves

Previous WM or waste industry experience with strong exposure to Operations.
Master’s Degree, or equivalent experience, in CX, Sales/Marketing, Management, Business Administration or similar area of study, and/or seven to ten years previous experience with at least two years of supervisory or management experience in customer service.

Responsibilities

Customer Advocacy: Champion the voice of the customer within the organization, advocating customer-centric decisions and initiatives at all levels.
Utilize available data/reports to review and analyze process impacts to the customers’ journey; in partnership with boundary partners identify and champion insights into actions to drive improvements with Customer Vitals and the Voice of the Customer.
Formulate comprehensive CX strategies tailored to the specific needs and preferences of customers within the market area.
Implement effective feedback management processes to capture customer feedback through various channels such as surveys, reviews, and social media, and utilize insights to drive actionable improvements and measure results.
Continuous Improvement: Lead continuous improvement efforts to enhance CX processes, systems, and policies, fostering a culture of innovation and excellence.
Initiate and champion cross-functional teams to identify critical processes or initiatives that drive engagement, adoption, and customer satisfaction. This includes a focus on new items as well as ongoing process improvements.
Serve as an active participant on the Market Area Management team and work to develop budgets, plans and strategies that support the Market Area Goals.
Communicate content, training performance results, and deploy strategies focused on continuous improvement within the customers’ experience to Market Area key stakeholders and boundary partners.
Create a proactive approach to change management, where change is seen as an opportunity for growth and improvement rather than a finite project.
Collaborate closely with Senior Leaders of the Contact Center to ensure all touchpoints are working cohesively in providing a seamless end to end experience for our customers and the market area.