Senior Manager - Customer Onboarding

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

1d•$119,500 - $182,000•Hybrid

About The Position

The Senior Manager, Customer Onboarding is responsible for the planning, directing, and managing of the Launch and Project Services Departments that is responsible for the implementation and/or de-implementation of new, renewing, or existing customers for WM (SBS) as well as ongoing project-based work. In this role, this position is responsible for overseeing and leading the work of multiple operational teams consisting of Launch Manager, Launch Supervisors, Project Services Project Managers and BA responsible for the project management and execution of multiple on ongoing customer implementations, de-implementations, projects and tasks.

Requirements

Bachelor's Degree (accredited) in relationship management, sales, marketing, business administration or similar area of study, or in lieu of degree
High School Diploma or GED (accredited) and four (4) years of relevant work experience.
8 years of related work experience (in addition to education requirement)

Responsibilities

Provide oversight and direction to multiple operational teams consisting of Launch Manager, Launch Supervisors, Project Services Project Managers and BA responsible for the project management and execution of multiple on ongoing customer implementations, de-implementations, projects and tasks.
Establishes and maintains a high level of customer satisfaction for new, renewing National Account clients and clients with ongoing project work.
Manage the overall operational and budgetary responsibilities and activities of the department including, but not limited to, the "cost of launch" and working to reduce said cost.
Adapt and pivot to customer needs through demonstrated knowledge of the business and processes to provide a customer onboarding and project-based experience that meets and exceeds customer expectations.
Perform daily, weekly, and monthly project tracking across department including progress, key performance indicators, resource management, workforce allocation/tracking, and workflow supervision of multiple projects.
Ensure all customer-facing launch and project status dashboards are up to date to ensure customer has most current information and statuses.
Plan, evaluate, and improve the efficiency of departmental and inter-departmental business processes and procedures to enhance speed, quality, efficiency, and output.
Establish and maintain relevant departmental controls and feedback systems to monitor the operation of the department.
Coordinate internal and external resources to ensure customer and business objectives are met.
Plan departmental staffing levels and work with Human Resources to recruit, interview, select, hire, and employ an appropriate number of employees.
Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.
Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment.
Review performance data that includes financial, sales, and activity reports, to monitor and measure departmental productivity, goal achievement, and overall effectiveness.
Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate interpersonal communication.
Build and maintain productive working relationships with leaders and employees of other departments, customers, vendors, and WM’s Operational (Market) Areas.
Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.