WM Hiring for Director, Customer Experience at United States Full Time

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

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 the contact center across North America. This role is remote.

II. Essential Duties And Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• Leadership and Collaboration – Demonstrate exceptional leadership skills with a strong emphasis on collaboration and project management, effectively guiding cross-functional teams to achieve strategic objectives and deliver high-quality results.
• Meets or exceeds all contact center financial and performance, goals and metrics, including efficiency, quality and attrition goals
• 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 within the contact center.
• Responsible for the development and implementation of contact center programs consistent with the accomplishment of long range established objectives which will enhance the effectiveness and efficiency of all customer contact channels.
• Responsible for the coordination and communication of information and activities across various Customer Experience teams
• Champions a People First culture of employee coaching, engagement and empowerment while focused on reduced attrition and absenteeism.
• Manages relationship with Area Leadership, primarily MCE Manager, Customer Experience
• Identifies specific areas of opportunity across the business for enhancing the customer experience and create strategies to address any deficiencies.
• Works closely with Operations and Sales to ensure integration with other key business processes and initiatives.
• Supports & implements process changes and contact center technologies or systems
• Establishes and re-evaluates proper performance metrics to evaluate the effectiveness of Contact Centers on a continuing basis and to assist in the establishment of corrective action plans.
• Acts as enterprise champion for the voice of our customers.
• Identifies specific areas of opportunity across the business for enhancing our customer experience, obtaining and understanding customer analytics, diagnosing and improving customer Contact Center results.
• Manages end-to-end delivery of multiple key projects that will have a positive impact on Contact Center results.
• Contributes to strategies that drive contact centers toward world class performance.
• Champions change management and process improvement.
• Develops the appropriate retention and issue resolution strategies to create and sustain a model offering world-class customer service.
• Manages projects and project staff and has responsibility for progress and quality of work.
• Ensures performance management programs are executed and that goals are being met consistently.

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job. Candidate must live and work in the United States.

Education and Experience

• Education: Bachelor’s Degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and four (4) years of relevant experience.
• Experience: Ten (10) years of experience. Previous experience in waste service or other service business; experience must include specific focus on contact centers and customer service (in addition to education requirement).
• Certificates, Licenses, Registrations or Other Requirements
• None required.
• Other Knowledge, Skills or Abilities Required
• The highest level of supervisory skills required in this job is the management of managerial employees
• 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

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 remote and ability to travel up to 30%
• 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;
• Normal setting for this job is: home office setting.

The expected pay range for this position across the U.S is $170,000 – $190,000K. This range 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.

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.

If this sounds like the opportunity that you have been looking for, please click “Apply.