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