Customer and Sales Support Manager

Waste Management, Inc. (WM)•United States,

13h•$77,000 - $98,000•Remote

About The Position

Leads a team responsible for delivering customer and sales support services within the organization. This role is accountable for ensuring consistent, accurate, and efficient execution of core operational processes, including system transactions, data management, and service delivery. The Manager drives performance through effective team leadership, standardized processes, and cross-functional collaboration, while advancing continuous improvement efforts to enhance operational efficiency, data integrity, and overall customer experience.

Requirements

Bachelor's Degree (Accredited) in Science, Business Administration, Environmental or similar area of study, or in lieu of degree High School Diploma or GED (accredited) and four (4) years of relevant work experience.
3 years of related work experience (in addition to education requirement)
Knowledge of corporate policies and procedures required.
Proven experience with Microsoft Excel, Microsoft Word, and PowerPoint.
Superior interpersonal skills for internal and external interactions.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, general business periodicals, professional journals, technical procedures, and governmental regulations required.
Ability to write routine reports and correspondence required.
Ability to speak effectively before groups of customers and/or employees of organization is required.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers is required.
Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, area, circumference and volume is required.
Ability to prioritize and apply common sense to carry out instructions furnished in written, oral, or diagram form is required.
Ability to deal with and solve practical problems is required.
Must live and work in the US.

Responsibilities

Lead day-to-day team performance through supervision, coaching, onboarding, and ongoing development of team members.
Drive performance management routines, including check-ins, one-on-ones, and development planning aligned to organizational goals.
Monitor and manage operational performance, including real-time service levels, queue health, and workload execution.
Own performance reporting and insights, providing regular updates on trends, risks, and opportunities to leadership.
Oversee execution of core operational tasks, including account setup, data entry, and maintenance across WM systems, electronic record management, and adherence to knowledgebase standards.
Ensure accuracy and quality of team deliverables by enforcing data integrity standards and overseeing Quality Assurance (QA) of account setups and system updates.
Coordinate with internal partners to support project execution, resolve issues, and maintain alignment across system and process changes.
Implement, maintain, and enforce SOPs, standardized workflows, and knowledge management practices, including ownership and ongoing development of the team’s knowledge base.
Lead continuous improvement efforts by identifying process gaps, conducting root cause analysis, and implementing solutions to improve performance and efficiency.
Partner cross-functionally to improve data quality, system compliance, and end-to-end operational handoffs.
Serve as the primary escalation point for complex, high-impact, or cross-functional operational issues.
Lead change initiatives and implementation of new processes, tools, and enhancements, ensuring team adoption and sustained performance.
Foster a culture aligned with WM’s core values, promoting accountability, safety, integrity, and continuous improvement to drive operational excellence and team performance.