Sr Manager Customer Experience Optimization - Environmental Solutions

Republic Services•Phoenix, AZ

1d•Hybrid

About The Position

POSITION SUMMARY: The Senior Manager, Customer Experience Optimization - ES is responsible for building, operationalizing, and continuously improving the infrastructure that enables a world class Environmental Solutions (ES) customer experience. The incumbent develops standardized processes, tools, training, and measurement frameworks that enhance the efficiency, consistency, and effectiveness of the ES Customer Experience (CX) organization. The Senior Manager Customer Experience Optimization - ES oversees a small team of managers and analysts responsible for operational metrics, SOP development, special project execution, waste profiling process support, and new hire onboarding and training. The incumbent partners cross functionally across ES, Operations, Safety, Compliance, Sales, and CE centers of excellence to drive alignment and accountability. PRINCIPAL RESPONSIBILTIES: Develop, implement, and govern ES CX Standard Operating Procedures (SOPs) that drive consistency, compliance, and quality. Define and maintain clear roles and responsibilities across ES Customer Experience to eliminate ambiguity and enable effective workflow execution. 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 that provide visibility into 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 drive operational effectiveness. Design and execute onboarding programs for new ES CX employees, ensuring consistent training on systems, compliance requirements, hazardous waste workflows, and customer interaction standards. Partner with Learning & Development and Safety/Compliance teams to ensure training content is current, accurate, and aligned to field requirements. Oversee ongoing skill building programs to elevate customer experience capabilities across the team. Lead cross functional initiatives that improve 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 all assigned initiatives. Serve as a subject matter expert for regulated/hazardous waste workflows impacting customer experience. Partner with ES field leadership, Sales, Operations, Compliance, and CE teams to ensure alignment on customer experience strategies and process changes. Influence senior leaders through strong executive presence and data driven storytelling. Communicate effectively across all levels of the organization, including preparing executive ready updates, recommendations, and project communication. Foster a culture of accountability, collaboration, and customer zeal. Coaches and develops a team of professionals to assist in their development and attainment of necessary skills to lift performance. Monitors staff performance and drives performance improvement initiatives and ensures that service levels meet or exceed agreed upon standards. Performs other job-related duties as assigned or apparent.

Requirements

Strong project management discipline with the 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 with experience developing metrics frameworks or dashboards.
7+ years of experience in customer experience, operations, process improvement, or program management.
Demonstrated experience leading teams and managing cross functional initiatives.

Nice To Haves

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

Responsibilities

Develop, implement, and govern ES CX Standard Operating Procedures (SOPs) that drive consistency, compliance, and quality.
Define and maintain clear roles and responsibilities across ES Customer Experience to eliminate ambiguity and enable effective workflow execution.
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 that provide visibility into 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 drive operational effectiveness.
Design and execute onboarding programs for new ES CX employees, ensuring consistent training on systems, compliance requirements, hazardous waste workflows, and customer interaction standards.
Partner with Learning & Development and Safety/Compliance teams to ensure training content is current, accurate, and aligned to field requirements.
Oversee ongoing skill building programs to elevate customer experience capabilities across the team.
Lead cross functional initiatives that improve 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 all assigned initiatives.
Serve as a subject matter expert for regulated/hazardous waste workflows impacting customer experience.
Partner with ES field leadership, Sales, Operations, Compliance, and CE teams to ensure alignment on customer experience strategies and process changes.
Influence senior leaders through strong executive presence and data driven storytelling.
Communicate effectively across all levels of the organization, including preparing executive ready updates, recommendations, and project communication.
Foster a culture of accountability, collaboration, and customer zeal.
Coaches and develops a team of professionals to assist in their development and attainment of necessary skills to lift performance.
Monitors staff performance and drives performance improvement initiatives and ensures that service levels meet or exceed agreed upon standards.
Performs other job-related duties as assigned or apparent.