WM

Area Manager I, Customer Engagement

WM

full-time

Posted on:

Location Type: Hybrid

Location: Germantown • Wisconsin • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $120,000 - $150,000 per year

About the role

  • Responsible for the oversight and execution of Customer Engagement initiatives for a specific Market Service Area.
  • 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.
  • 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.
  • 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.
  • Lead continuous improvement efforts to enhance CX processes, systems, and policies.

Requirements

  • 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
  • Previous WM or waste industry experience with strong exposure to Operations (Preferred)
  • 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 (Preferred)
  • 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.
Benefits
  • Medical
  • Dental
  • Vision
  • Life Insurance
  • Short Term Disability
  • Stock Purchase Plan
  • Company match on 401K
  • Paid Vacation
  • Holidays
  • Personal Days
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experience (CX)data analysisfeedback managementprocess improvementcustomer engagement strategiessupervisory experienceoperations management
Soft Skills
interpersonal skillsrelationship buildingnegotiationleadershipteam motivationcommunicationself-starter
Certifications
Bachelor’s DegreeMaster’s Degree