Customer and Sales Support Manager

WM is North America's leading provider of comprehensive environmental solutions, and they are seeking a Customer and Sales Support Manager. This role is responsible for leading a team that delivers customer and sales support services, ensuring operational efficiency, data integrity, and a high-quality customer experience through effective team leadership and continuous improvement initiatives.

Responsibilities:

• Lead day-to-day team performance through supervision, coaching, onboarding, and ongoing development of team members
• Drive performance management routines, including check-ins, one-on-ones, and development planning aligned to organizational goals
• Monitor and manage operational performance, including real-time service levels, queue health, and workload execution
• Own performance reporting and insights, providing regular updates on trends, risks, and opportunities to leadership
• Oversee execution of core operational tasks, including account setup, data entry, and maintenance across WM systems, electronic record management, and adherence to knowledgebase standards
• Ensure accuracy and quality of team deliverables by enforcing data integrity standards and overseeing Quality Assurance (QA) of account setups and system updates
• Coordinate with internal partners to support project execution, resolve issues, and maintain alignment across system and process changes
• Implement, maintain, and enforce SOPs, standardized workflows, and knowledge management practices, including ownership and ongoing development of the team’s knowledge base
• Lead continuous improvement efforts by identifying process gaps, conducting root cause analysis, and implementing solutions to improve performance and efficiency
• Partner cross-functionally to improve data quality, system compliance, and end-to-end operational handoffs
• Serve as the primary escalation point for complex, high-impact, or cross-functional operational issues
• Lead change initiatives and implementation of new processes, tools, and enhancements, ensuring team adoption and sustained performance
• Foster a culture aligned with WM’s core values, promoting accountability, safety, integrity, and continuous improvement to drive operational excellence and team performance

Requirements:

• Bachelor's Degree (Accredited) in Science, Business Administration, Environmental or similar area of study, or in lieu of degree
• High School Diploma or GED (accredited) and four (4) years of relevant work experience
• 3 years of related work experience (in addition to education requirement)
• Knowledge of corporate policies and procedures required
• Proven experience with Microsoft Excel, Microsoft Word, and PowerPoint
• Superior interpersonal skills for internal and external interactions
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, general business periodicals, professional journals, technical procedures, and governmental regulations required
• Ability to write routine reports and correspondence required
• Ability to speak effectively before groups of customers and/or employees of organization is required
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers is required
• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, area, circumference and volume is required
• Ability to prioritize and apply common sense to carry out instructions furnished in written, oral, or diagram form is required
• Ability to deal with and solve practical problems is required