Senior Manager Customer Experience

WIN Waste Innovations is seeking a strategic and results-driven Senior Manager, Customer Experience to lead the performance, development, and continuous improvement of our Customer Care organization. This role is responsible for driving a best-in-class customer experience through operational excellence, employee engagement, talent development, customer journey optimization, and data-driven decision making.

The Senior Manager will provide leadership across customer service operations, training and development, quality assurance, workforce performance, and customer experience initiatives. This leader will partner closely with Sales, Operations, Billing, Credit & Collections, Marketing, and Technology teams to enhance the overall customer experience while improving operational efficiency and business outcomes.

The ideal candidate is a customer-centric leader with strong business acumen, experience leading managers and large-scale customer service teams, and a passion for developing people, improving processes, and delivering measurable results.

• Develop and execute customer experience strategies that improve customer satisfaction, retention, and loyalty.
• Champion a customer-first culture throughout the organization and serve as a voice of the customer advocate.
• Analyze customer feedback, complaints, call center trends, and customer journey pain points to identify improvement opportunities.
• Lead customer experience initiatives that drive operational efficiency, service excellence, and revenue growth.

• Oversee day-to-day Customer Care operations, ensuring achievement of service level agreements (SLAs), quality standards, productivity goals, and customer satisfaction metrics.
• Establish and monitor KPIs including CSAT, NPS, First Contact Resolution, Quality Scores, Service Levels, Average Speed of Answer, Abandonment Rate, and Employee Engagement.
• Utilize data, reporting, and analytics to identify trends, forecast performance, and drive informed business decisions.
• Collaborate with leadership teams to develop and implement process improvements that enhance customer and employee experiences.

• Lead, mentor, and develop Customer Experience Supervisors, Trainers, Quality Specialists, and Customer Care Representatives.
• Create succession planning and career development programs that support employee growth and retention.
• Drive performance management processes including coaching, goal setting, recognition, and corrective action.
• Foster a culture of accountability, engagement, collaboration, and continuous learning.

• Oversee training strategy, onboarding programs, and ongoing professional development initiatives.
• Ensure that training content, knowledge resources, and quality programs remain current, effective, and aligned with business needs.
• Partner with Training and Quality teams to identify skill gaps and develop targeted coaching and learning solutions.
• Establish quality assurance processes that support exceptional customer interactions and compliance standards.

• Partner with Operations, Sales, Billing, Credit, IT, and Marketing teams to resolve customer pain points and improve customer outcomes.
• Support technology and process transformation initiatives, including CRM optimization, self-service solutions, AI-driven customer service tools, and workflow enhancements.
• Serve as a key stakeholder in customer experience projects and change management initiatives.

• Develop executive-level reporting and presentations that communicate customer experience performance and business impact.
• Participate in annual planning, budgeting, workforce planning, and organizational strategy discussions.
• Identify and implement best practices, benchmarking opportunities, and innovative solutions to enhance customer experience performance.

• Bachelor's degree in Business, Communications, Customer Experience, Organizational Leadership, or related field; equivalent experience considered.
• 10+ years of customer service, customer experience, contact center, or customer operations leadership experience.
• 3+ years leading managers, supervisors, or large customer-facing teams.
• Demonstrated experience developing and implementing customer experience strategies and operational improvement initiatives.
• Strong experience with workforce performance management, quality assurance, training, and employee development.
• Proven ability to analyze operational data and translate insights into action plans and measurable business results.

• Experience within waste management, logistics, utilities, transportation, environmental services, or other high-volume service industries.
• Experience with CRM platforms, workforce management systems, contact center technologies, and customer analytics tools.
• Knowledge of Voice of the Customer (VOC), Customer Journey Mapping, Lean, Six Sigma, or Continuous Improvement methodologies.
• Project management and change management experience.

• Strategic Leadership
• Customer Experience Management
• Contact Center Operations
• Coaching & Talent Development
• Change Management
• Process Improvement
• Workforce Planning
• Data Analysis & Reporting
• Stakeholder Management
• Executive Communication
• Customer Journey Optimization
• Performance Management
• Problem Solving & Decision Making
• Cross-Functional Collaboration

The Senior Manager, Customer Experience will be evaluated on:

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Retention
• First Contact Resolution (FCR)
• Quality Assurance Scores
• Employee Engagement & Retention
• Service Level Achievement
• Training Effectiveness
• Process Improvement Results
• Operational Efficiency Metrics
• Revenue Protection and Growth Opportunities