Project Manager, Customer Experience

Job description

Stericycle is now part of WM. To learn more about WM's acquisition of Stericycle, CLICK HERE to read the press release. I. Job Summary: This position is responsible for managing specific Customer Experience projects through requirements definition, planning and implementation. This role has direct responsibility for working with the business owners as needed to improve customer resolution and thereby improve loyalty and intermediate these requests with Stericycle's technical teams. II. Essential Duties and Responsibilities: - Under the leadership of the Customer Experience Technology Manager, this position is responsible for designing optimal experiences for customers, to continuously improve their experience across all channels (web, IVR, mobile, social etc) and across all stages of the customer relationship lifecycle. - Completes departmental projects as required to improve customer outcomes and operational efficiency. Strong focus on improving operational process between CE and operations teams, enhancing the user’s experience in Salesforce via Horizon and other projects. Supports ongoing CE Agent Assist tool design, development and implementation as it iterates. - Works with cr...