Work in Arizona Veterans Jobs

Job Information

Waste Management Remote Sr Director/GM Customer Experience in Phoenix, Arizona

Equal Opportunity Employer: Minority/Female/Disability/Veteran

Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

I. Job Summary

Responsible for the day-to-day operations of the Customer Experience (CE) contact center organization. Defines and executes the CE strategy with a focus on achieving key quality and productivity performance metrics for voice, chat and email channels. Accountable for contact center budget, including personnel expense. Responsible for multiple contact centers across North America.

II. Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

  • Meets or exceeds all contact center financial and performance metrics, including efficiency, quality and attrition goals, at the center, tier and CE levels

  • Partners with CE capacity management team to define required staffing needs; oversees recruiting, screening and hiring of employees

  • Drives continuous improvement to efficiency and quality performance of voice, chat and email channels

  • Manages relationship with Area Leadership, primarily Customer Service/Customer Experience Managers and Area Vice Presidents, to drive customer service, customer engagement and customer retention programs through the Areas

  • Champions a People First culture of employee coaching, engagement and empowerment while focused on reduced attrition and absenteeism

  • Identifies specific areas of opportunity across the business for enhancing our customer experience, obtaining and understanding customer - analytics, diagnosing and improving customer experience results

Identifies best practices across the organization and determines how to best leverage into the overall business; Learn from best in class customer experience strategies and implement at Waste Management where appropriate. Manages end-to-end delivery of multiple key projects that will have a positive impact on customer experience targets with a focus on meeting and exceeding department goals and metrics.

  • Works closely with Operations and Sales to ensure integration with other key business processes and initiatives

  • Contribute to strategies that improve customer experience, account management and drive call centers toward world class performance

  • Champions change management and drives culture shift to customer focused organization

  • Supports & implements process changes and new technologies or systems into the field.

  • Manages projects and project staff and has responsibility for progress and quality of work.

  • Works with Corporate teams to model pilots and monitor results in order to help develop go-forward tools and strategies.

  • Acts as enterprise champion for the voice of our customers

  • Ensures performance management programs are executed and that goals are being met consistently.

  • Develops project budgets, plans and strategies that support the Customer Experience goals.

    III. Supervisory Responsibilities

The highest level of supervisory skills required in this job is the management of managerial employees. This will include responsibility for over 1000 direct and indirect reports.

A. Education and Experience

Required: Bachelor’s Degree, or equivalent experience in Customer Service, Contact Center or similar area of study and 10+ years of direct contact center executive management experience in multi-site organizations with 500+ front-line employees

B. Certificates, Licenses, Registrations or Other Requirements

None required.

C. Other Knowledge, Skills or Abilities Required

  • Contact center or customer service experience and remote management skills required

  • Demonstrated comprehensive working knowledge of contact center operations, performance metrics and technology

  • Strong interpersonal and relationship skills

  • Analytical and problem-solving skills

  • Strong performance management skills

  • Analytical and Problem- Solving skills

  • Strong project management skills; working knowledge of group infrastructure

  • Experience in leading/motivating large, diverse workforce; must be able to build camaraderie/trust

  • Strong communication and presentation skills, both verbal and written

  • Ability to influence change across internal teams, stakeholders, partners and leadership

  • Capable of developing high-performing teams and building a strong talent bench

  • Able to effectively prioritize work and manage competing priorities

IV. Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

  • Work remotely and ability to travel up to 50%

  • Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work- day;

  • Required to exert physical effort in handling objects less than 30 pounds rarely;

  • Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;

  • Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;

  • Normal setting for this job is: office/home office setting.

Benefits At Waste Management, 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.