Customer Experience Area Manager- Remote

Waste Management, Inc. (WM)•Windsor, CT

1d•$108,600 - $143,900•Remote

About The Position

The Customer Experience Manager (CEM) is responsible for leading a team of Customer Service Managers (CSMs) in the execution of inbound contact center operations supporting an assigned region. The CEM partners closely with Contact Center leadership, Human Resources, and internal business partners to drive operational excellence, employee engagement, and customer satisfaction across the Contact Center organization. This role is accountable for analyzing performance trends, setting strategic priorities, developing frontline leadership capabilities, and ensuring consistent execution of organizational standards related to performance management, coaching, employee development, and operational results. In partnership with the Manager of Customer Engagement, the CEM serves as a liaison to Area Leadership teams, providing Contact Center performance insights, operational reporting, and action plans that support business objectives and continuous improvement.

Requirements

Candidates must live and work in the US
Bachelor's Degree (accredited), or in lieu of degree High School Diploma or GED (accredited) and 4 years of relevant work experience
2 years direct call center management experience (in addition to education requirement)

Responsibilities

Lead and develop a team of Customer Service Managers responsible for delivering operational, customer experience, and employee engagement results within an assigned region.
Utilize operational data, reporting, and business insights to identify performance strengths and opportunities, establish priorities, and develop action plans that drive continuous improvement.
Establish and communicate strategic and performance objectives in alignment with Contact Center leadership priorities and organizational goals.
Validate execution of performance management, coaching, and development routines to ensure leadership effectiveness and alignment with organizational standards.
Monitor and drive performance against key operational and customer experience metrics, ensuring accountability and achievement of established goals.
Partner with Human Resources and leadership teams to cultivate a culture of accountability and performance, support employee relations, develop talent, drive succession planning, and advance workforce engagement initiatives.
Serve as a liaison between Contact Center Operations, the Manager of Customer Engagement, and Area Leadership teams, providing performance insights, operational reporting, and action plans that support business objectives and continuous improvement.
Lead and influence cross-functional initiatives that enhance employee engagement, improve customer experience, and support organizational performance objectives.