Area Manager I, Customer Engagement

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.

ABOUT WM WM (WM.com) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them achieve their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000 natural gas trucks – the largest heavy-duty natural gas truck fleet of its kind in North America – where more than half are fueled by renewable natural gas. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative.  This position may require the successful candidate to travel by air for business reasons, or service federal property.  Accordingly, successful candidates must have, or be willing to obtain, a REAL ID, or TSA approved alternative.