Sr Manager Customer Experience Optimization - Environmental Solutions

Job description

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, documen...