I.

Job Summary:

Responsible for the oversight and execution of Customer Engagement initiatives for a specific Market Service Area. This role requires a deep understanding of customer needs, excellent communication skills, executive presence, and the ability to collaborate with cross-functional teams to drive CX improvements. 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.

II.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Customer Advocacy: 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; in partnership with boundary partners identify and champion insights into actions to drive improvements with Customer Vitals and the Voice of the Customer.

• 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.

• Continuous Improvement: Lead continuous improvement efforts to enhance CX processes, systems, and policies, fostering a culture of innovation and excellence.

• Initiate and champion cross-functional teams to identify critical processes or initiatives that drive engagement, adoption, and customer satisfaction. This includes a focus on new items as well as ongoing process improvements.

• Serve as an active participant on the Market Area Management team and work to develop budgets, plans and strategies that support the Market Area Goals.

• Communicate content, training performance results, and deploy strategies focused on continuous improvement within the customers’ experience to Market Area key stakeholders and boundary partners.

• Create a proactive approach to change management, where change is seen as an opportunity for growth and improvement rather than a finite project.

• Collaborate closely with Senior Leaders of the Contact Center to ensure all touchpoints are working cohesively in providing a seamless end to end experience for our customers and the market area.

III. Supervisory Responsibilities

This position will require a fully engaged and active participant in several simultaneous work groups and projects; may include direct supervision of exempt and/or non-exempt employees

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

A.

Education and Experience:

Desired:

• 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

Preferred:

• Previous WM or waste industry experience with strong exposure to Operations.
• 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.

B. Certificates, Licenses, Registrations or Other Requirements

None required.

C. Other Knowledge, Skills or Abilities Required

• 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.

V. Competencies

• Communicates effectively
• Builds relationships, creating an inclusive environment
• Demonstrates Business & Financial Acumen
• Leads strategically
• Learns continuously, champions adaptability
• Demonstrates influence and negotiation with emotional intelligence and self-awareness
• Delivers high-impact presentations
• Problem-solving, analytics, and critical thinking
• Promotes accountability, drives results
• Inspires innovations and drives continuous improvements

VI. Work Environment

Listed below are key points regarding environmental demands and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

• Ability to travel up to 40%
• Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
• Hybrid Schedule: 2-3 days in office (Germantown, WI)

The expected starting pay range for this position across the U.S. is $120-150K. This represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

V. Benefits

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.