Sr. Manager Customer Experience
About The Position
The Senior Manager of Customer Experience directs the execution of customer care operations by leading Customer Care Team Managers, establishing performance standards, and implementing service delivery strategies to provide consistently exceptional customer experience and support Casella's operational and growth objectives. The role develops and executes customer care strategies by leveraging performance analytics, workforce planning, coaching methodologies, and continuous improvement practices to improve customer satisfaction, increase customer retention, and enhance operational efficiency. The position strengthens organizational capacity by onboarding and integrating newly acquired teams into the Casella Customer Care model to standardize service excellence, accelerate employee engagement, and ensure alignment. The Senior Manager serves as the voice of the customer by partnering with cross-functional stakeholders, analyzing customer insights, and influencing business decisions to drive service improvements, strengthen customer loyalty, and support long-term business performance.
Requirements
- A bachelor’s degree in business administration, communications, organizational leadership, or a related field, or an equivalent combination of education and relevant professional experience.
- A minimum of six (6) years of progressive leadership experience within customer care, customer service, call center, or customer experience functions is required, including demonstrated success leading managers and large customer-facing teams in a fast-paced environment.
- Valid driver's license
- Ability to travel up to 25% as business needs require.
Nice To Haves
- Experience developing customer service strategies
- Managing operational performance metrics
- Implementing process improvements
- Driving employee engagement initiatives
- Experience utilizing CRM platforms
- Contact center technologies
- Workforce management tools
- Office 365 applications
- Customer experience analytics
- Prior experience supporting organizational growth initiatives, business integrations, or the onboarding of newly acquired teams is highly desirable.
Responsibilities
- Directs customer care operations by leading Customer Care Team Managers, establishing performance expectations, and aligning service delivery practices to ensure consistent achievement of customer experience, productivity, and quality objectives.
- Develops customer care strategies through analysis of customer trends, operational performance metrics, and organizational priorities to drive customer retention, service excellence, and long-term business growth.
- Establishes performance measurement frameworks by defining key performance indicators, monitoring operational results, and implementing corrective action plans to ensure continuous improvement and accountability across customer care functions.
- Leads leadership and workforce development initiatives through coaching, mentoring, succession planning, and talent management practices to build a high-performing and engaged customer care organization.
- Resolves complex customer escalations by collaborating with field operations, sales, billing, and support teams to ensure timely resolution of critical issues and preservation of customer relationships.
- Implements process improvement initiatives through evaluation of workflows, customer feedback, technology capabilities, and service delivery practices to improve operational efficiency, service quality, and customer satisfaction.
- Facilitates the integration of newly acquired customer care teams by providing onboarding leadership, training programs, operational guidance, and change management support to achieve seamless transitions and consistent application of Casella service standards.
- Collaborates with cross-functional business leaders through customer insight sharing, strategic planning activities, and voice-of-customer initiatives to align customer care priorities with enterprise objectives and service innovation efforts.
- Ensures compliance with organizational policies and regulatory requirements by monitoring operational practices, reinforcing safety standards, and maintaining adherence to applicable employment laws and regulations to minimize organizational risk and maintain a safe and compliant workplace.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
