Senior Customer Experience Manager

Roll Off Solutions LLC•Parker, CO

4d•$70,000 - $76,000•Onsite

About The Position

The Senior Customer Experience Leader is responsible for elevating Apex Waste Solutions’ customer experience function from a service support role to a strategic operational capability. This leader will design and execute a division-wide customer experience strategy that strengthens service reliability, improves customer retention, and enhances operational transparency. This role leads the Customer Service organization while also overseeing performance analytics, call center optimization, and CX technology governance. By leveraging customer insights, performance metrics, and AI-enabled analytics, the Customer Experience Leader will drive measurable improvements in service quality, responsiveness, and customer satisfaction across Apex’s Colorado operations. The position plays a critical role in aligning customer experience with service delivery and business performance.

Requirements

7–10+ years of progressive leadership experience in customer experience, customer service, call center operations, or related operational roles
Proven track record of leading CX transformation initiatives and improving customer satisfaction metrics
Experience managing call center operations, including performance metrics, workforce planning, and quality assurance
Strong background in data analytics, performance reporting, and KPI development
Experience working cross-functionally with operations, finance, and IT teams
Experience leveraging CRM systems and call center technologies; exposure to AI-driven analytics tools preferred
Strategic thinking with strong execution capability
Data-driven decision-making and analytical mindset
Leadership and team development expertise
Process improvement and operational excellence (Lean/Six Sigma experience a plus)
Strong communication and stakeholder management skills
Ability to translate customer insights into actionable business improvements
Change management and transformation leadership
Technical proficiency in CRM systems, call center platforms, and reporting tools
High level of accountability, ownership, and problem-solving ability
Bachelor’s degree required (Business, Operations, or related field)

Nice To Haves

Industry experience in waste management, logistics, utilities, or field service operations is highly preferred
MBA or relevant certifications (Lean Six Sigma, CX, or operational excellence) strongly preferred
Process improvement and operational excellence (Lean/Six Sigma experience a plus)

Responsibilities

Define and lead the enterprise customer experience strategy, aligning CX with operational and financial performance goals
Build, lead, and develop a high-performing Customer Service organization, establishing a culture of accountability, ownership, and continuous improvement
Own and optimize call center operations, including KPI performance (ASA, AHT, FCR, CSAT, etc.) and workforce strategy
Establish a data-driven CX operating model, leveraging analytics and AI tools (Insite 7) to identify trends, predict issues, and drive proactive solutions
Lead service recovery and escalation management, ensuring consistent, timely, and high-quality resolution of customer issues
Partner cross-functionally with Operations, Finance, and IT to improve service delivery, communication, and execution
Design and implement standardized processes across customer interactions, including service requests, complaints, and billing support
Oversee CX technology ecosystem, including CRM systems, call center platforms, and vendor performance
Develop and execute performance reporting and KPI frameworks that provide visibility and accountability at all levels of the organization
Drive continuous improvement initiatives that enhance efficiency, reduce service failures, and improve customer outcomes