Project Manager, Customer Experience

Waste Management, Inc. (WM)•Bannockburn, IL

10h•Remote

About The Position

This position is responsible for managing specific Customer Experience projects through requirements definition, planning and implementation. This role has direct responsibility for working with the business owners as needed to improve customer resolution and thereby improve loyalty and intermediate these requests with Stericycle's technical teams.

Requirements

This job primarily requires the use of standard office equipment such as computers, phones, etc.

Nice To Haves

Business, Engineering or equivalent experience in similar roles
Overseeing projects in organizations of the same size and complexity

Responsibilities

Under the leadership of the Customer Experience Technology Manager, this position is responsible for designing optimal experiences for customers, to continuously improve their experience across all channels (web, IVR, mobile, social etc) and across all stages of the customer relationship lifecycle.
Completes departmental projects as required to improve customer outcomes and operational efficiency. Strong focus on improving operational process between CE and operations teams, enhancing the user’s experience in Salesforce via Horizon and other projects. Supports ongoing CE Agent Assist tool design, development and implementation as it iterates.
Works with cross-functional teams to define and scope Customer Experience projects including the deployment of processes to ensure consistent, exceptional customer service.
Effectively creates and communicates concepts, design rationale and findings to the organization.
Works with business team members to identify requirements. Provides requirements to technical development resources to translate into technical designs. Creates clear and consistent documentation.
Assists in defining features and functions for specific projects, as required by project needs. Pulls in subject matter experts to address issues, as needed.
Meets with business sponsors on a regular basis to communicate project progress and discuss issues. Resolves issues with the appropriate level of management. Partners with the Training, operational management and other teams within the department to ensure staff is prepared for project releases.
Supports the solution of production issues in the Stericycle’s Customer Experience environment dealing with internal teams and external vendors when necessary.