Senior Manager Customer Experience Optimization - Environmental Solutions

Republic Services•Phoenix, AZ

4d•Hybrid

About The Position

The Senior Manager, Customer Experience Optimization - Environmental Solutions (ES) builds, operationalizes, and continuously improves the infrastructure needed to deliver a world-class ES customer experience. The role develops standardized processes, tools, training, and measurement frameworks to improve 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 position partners across Environmental Solutions, Operations, Safety, Compliance, Sales, and Customer Experience centers of excellence to drive alignment and accountability. Its broader scope includes organizational design, performance metrics and KPIs, operational excellence and process improvement, integration and migration work, executive reporting, change management, and cross-functional programs. The role is hybrid, with four days in the office and one day remote, and is based at the Phoenix, Arizona corporate headquarters. It reports to a role not specified in the posting.

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 through completion.
Excellent verbal and written communication skills, with the ability to tailor messages for executives and frontline employees.
Proven ability to define and document processes, SOPs, and training materials.
Advanced analytical skills and 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 that promote consistency, compliance, and quality.
Define and maintain clear roles and responsibilities across ES Customer Experience.
Create standardized 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.
Design and execute onboarding programs for new ES Customer Experience employees, covering systems, compliance requirements, hazardous-waste workflows, and customer interaction standards.
Partner with Learning & Development and Safety/Compliance teams to keep training content 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 process 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 that affect customer experience.
Partner with ES field leadership, Sales, Operations, Compliance, and Customer Experience teams to align customer experience strategies and process changes.
Influence senior leaders through executive presence and data-driven storytelling.
Prepare executive-ready updates, recommendations, and project communications, and communicate effectively across organizational levels.
Foster accountability, collaboration, and customer zeal.
Coach and develop a team of professionals and support their skills development and performance.
Monitor staff performance, drive performance-improvement initiatives, and ensure service levels meet or exceed agreed standards.
Support organizational design, integration and migration work, executive reporting, change management, and cross-functional programs.
Perform other job-related duties as assigned or apparent.