About the role

Area Manager I overseeing Customer Engagement initiatives for Waste Management. Driving entrepreneurial actions and CX strategies in a specific market service area with a focus on customer satisfaction.

Responsibilities

Responsible for the oversight and execution of Customer Engagement initiatives for a specific Market Service Area.
Serve as an active participant on the Market Area Management team and work to develop plans, strategies, and initiatives which support the Market Area Goals.
Drive entrepreneurial mindset and actions from the market area approach to the WM enterprise customer-based approach.
Facilitate communication between the Market Service Area and the Enterprise Contact Center to maintain and establish a mutual understanding of processes and procedures.
Champion the voice of the customer within the organization, advocating customer-centric decisions and initiatives at all levels.
Utilize available data/reports to review and analyze process impacts to the customers’ journey.
Formulate comprehensive CX strategies tailored to the specific needs and preferences of customers within the market area.
Implement effective feedback management processes to capture customer feedback through various channels such as surveys, reviews, and social media, and utilize insights to drive actionable improvements and measure results.
Lead continuous improvement efforts to enhance CX processes, systems, and policies.

Bachelor’s Degree, or equivalent work experience, in CX, Sales/Marketing, Management, Business Administration or similar area of study
Five to seven years of previous experience with at least two years of supervisory or Management experience in customer service and contact centers
Previous WM or waste industry experience with strong exposure to Operations (Preferred)
Master’s Degree, or equivalent experience, in CX, Sales/Marketing, Management, Business Administration or similar area of study, and/or seven to ten years previous experience with at least two years of supervisory or management experience in customer service (Preferred)
Previous CX experience; comprehensive understanding of CX tools, technology, and solutions.
Strong interpersonal skills: demonstrated ability to build relationships and negotiate resolutions to a common solution.
Strong understanding of business processes, tools, and techniques required to develop an engaged customer and employee environment.
Experience in leading/motivating large, diverse workforce; must be able to build camaraderie/trust.
Self-starter with the ability to work cooperatively with boundary partners and members of the WM management team, including team members outside of the CE organization and external vendors.
Ability to research, digest, analyze and present material clearly and concisely.