Senior Manager Customer Experience Optimization - Environmental Solutions

Republic Services•Phoenix, AZ

6d•Hybrid

About The Position

The Senior Manager, Customer Experience Optimization for Environmental Solutions (ES) builds, operationalizes, and continuously improves the infrastructure supporting a high-quality ES customer experience. The role develops standardized processes, tools, training, and measurement frameworks to strengthen the efficiency, consistency, and effectiveness of the ES Customer Experience organization. It oversees a small team of managers and analysts responsible for operational metrics, SOP development, special projects, waste profiling process support, and new-hire onboarding and training. The role partners across Environmental Solutions, Operations, Safety, Compliance, Sales, and Customer Experience centers of excellence to drive alignment and accountability. It is responsible for organizational design, performance metrics and KPIs, operational excellence and process improvement, integration and migration work, executive reporting, change management, and cross-functional programs. The position is hybrid, with four days in the office and one day remote, and reports to the Phoenix, Arizona corporate headquarters. The job description does not identify the position's direct reporting manager.

Requirements

At least 7 years of experience in customer experience, operations, process improvement, or program management.
Demonstrated experience leading teams and managing cross-functional initiatives.
Strong project-management discipline and ability to drive complex initiatives to completion.
Excellent verbal and written communication skills, including the ability to tailor messages for executives and frontline employees.
Proven ability to define and document processes, SOPs, and training materials.
Advanced analytical skills, including experience developing metrics frameworks or dashboards.

Nice To Haves

Experience in the hazardous-waste, environmental-services, or regulated-waste industry.
Knowledge of compliance and technical workflows related to waste profiling, manifests, or environmental reporting.
Lean, Six Sigma, or similar process-improvement certification.
Experience supporting or working within Environmental Solutions operations.

Responsibilities

Develop, implement, and govern ES Customer Experience standard operating procedures to promote consistency, compliance, and quality.
Define and maintain roles and responsibilities across ES Customer Experience to support clear, effective workflows.
Create and standardize templates, documentation, and quality frameworks for waste profiling, customer onboarding, and regulatory-driven customer interactions.
Build and maintain ES-specific performance dashboards, KPIs, and operational scorecards covering customer experience, service performance, and compliance-related workflow health.
Partner with leadership to establish data-driven performance expectations and accountability mechanisms.
Lead root-cause analysis and continuous-improvement initiatives using data insights to improve operational effectiveness.
Design and deliver onboarding programs for new ES Customer Experience employees, including training on systems, compliance requirements, hazardous-waste workflows, and customer interaction standards.
Partner with Learning & Development and Safety/Compliance teams to keep training current, accurate, and aligned with field requirements.
Oversee ongoing skill-building programs to strengthen customer experience capabilities across the team.
Lead cross-functional initiatives to improve the end-to-end ES customer experience, including workflow redesign, system enhancements, waste-profiling improvements, and technology adoption.
Manage project plans, timelines, and stakeholder alignment for assigned initiatives.
Serve as a subject matter expert on regulated and hazardous-waste workflows affecting customer experience.
Partner with ES field leadership, Sales, Operations, Compliance, and Customer Experience teams to align on customer experience strategies and process changes.
Influence senior leaders through executive presence and data-driven storytelling; prepare executive-ready updates, recommendations, and project communications.
Foster accountability, collaboration, and customer zeal.
Coach and develop team members, monitor performance, and lead performance-improvement initiatives to ensure service levels meet or exceed agreed standards.
Perform other job-related duties as assigned or apparent.
Create an organizational design for the department; lead integration and migration work, change management, executive reporting, and cross-functional programs.