Business Process Owner

Recology; Sacramento (CA); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Paid time off

Health benefits

401(k) with match

Educational assistance

Job summary

Recology Service Center in Sacramento seeks a senior CRM workstream leader to manage and standardize CRM processes across Customer Service, Collections, Post-Collections, AR, and Reporting. You will own design, testing, data migration input, and change leadership for CRM releases in a hybrid role requiring in-office presence three days per week.

You will collaborate with IT, Change Management, and Vendor partners, delivering training, go-live support, and stabilization activities while ensuring

Qualifications

• Experience leading CRM workstreams and process design.
• Ability to manage timelines, budgets, and risks for CRM releases.
• Strong collaboration with cross-functional teams and vendors.

Responsibilities

• Lead CRM workstream across Customer Service, Collections, AR, Reporting, Dispatch.
• Own gap analysis, design, configuration, and training updates for CRM releases.
• Coordinate test scenarios, data migration, and cut-over activities.

Skills

CRM process design

Project leadership

Stakeholder communication

Data migration

Education

High school diploma or GED

Bachelor's degree preferred

Tools

CRM systems

Test planning

Job description

City: Sacramento

Location: 1074 - Recology Service Center - Sacramento office

Subsidiary Name: Recology Service Center

ROLE

Manage and lead the workstream for their CRM process area (Customer Service, Collections, Post-Collections, Accounts Receivable, Report, Dispatch) including developing a standard solution and common process design; providing necessary input for test cases, test execution and validation, data migration, and change leadership and training; cut-over, go-live, release management and stabilization support.

This is a hybrid role, expected to be in-office 3 days per week, and the rest remote.

ESSENTIAL RESPONSIBILITIES

Project Leadership and Planning

• Point of contact and communication for their CRM process area workstream.

• Owns and completes gap analysis, process design, configuration and training updates for CRM releases.

• Manages workstream timeline and resource needs.

• Communicates potential financial impacts of process designs to CRM program lead for budget approval.

• Produces CRM Process Area Status Report.

• Identifies, resolves, and escalates process area workstream risks, actions, issues, and decisions for their process workstream.

• Partners with other Business Process Owners, Business Program lead, Delivery and Release Manager, CRM vendors, Change Management Lead, Learning & Development, IT Program Lead, and Business leadership to anticipate resource, financial, and future process area impacts.

• Review training strategy and plans, including signing off on content.

• Partners with Change Management Lead to develop a plan and approach to socialize business changes with necessary stakeholders.

• Identifies and tracks business benefits realization during and after implementation.

Education & Deployment

• With guidance from implementation consultants:
  • Align Recology's current state processes to the vendor's future state processes and standardize.
  • Identify and design process improvement and business benefit opportunities using the future state processes.
• Documents process and functional changes.
• Provides input to RICE (Reports, Interfaces, Conversions, Enhancements) object catalog and gap analysis.
• Assists with data mapping for data conversions and act as final approver for data validation.
• Develops test scenarios and act as final approver for testing validations.
• Manages and nurtures a network of Subject Matter Experts for purpose of socializing and getting feedback on processes and functional requirements.
• Works with the SME Network to execute change and training strategies as developed by the Change Management Leader.
• Delivers Training for their process area with support from the Learning & Development department.
• Supports cut-over planning, go-live, and stabilization activities.
• Other duties as assigned.

QUALIFICATIONS

Any combination of education and experience that would likely provide the required knowledge, skills, and abilities is qualifying. A typical way to qualify is:

• Six or more years of waste management experience, including significant experience in their process area (Customer Service, Collections, Post-Collections, Accounts Receivable, Reporting, Dispatch) preferred.
• Experience in process design and optimization preferred.
• Experience in complex system implementation preferred.
• Valid Driver's License required.
• High school diploma or GED required.
• Bachelor's degree preferred.

RECOLOGY OFFERS:

• An ecologically innovative company that finds and mentors people committed to protecting the environment and sustaining our communities.
• The largest employee-owned resource recovery company in the industry with terrific benefits to help you prosper.
• A creative and caring culture that values community, diversity, altruism, accountability, collaboration, and learning by doing.
• An inspired company mission driven to use and return resources to their best and highest use through the practice of the 4R's: Reduce, Re-use, Recycle, and Recologize.
• Distinct professional challenges to connect with, care for, and grow community that sees a world without waste.

RECOLOGY BENEFITS MAY INCLUDE:

• Paid time off and paid holidays.
• Health and wellness benefits including medical, dental, and vision.
• Retirement plans (Employee Stock Ownership Plan, 401(k) with match).
• Annual wellness incentives.
• Employee Assistance Program (EAP).
• Educational assistance.
• Commuting benefits.
• Employee referral program.

SUPPLEMENTAL INFORMATION

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job; and pursuant to applicable law, we will consider for employment qualified applicants with criminal records. It is important that you provide accurate information on the job application, inaccurate information may cause delays in the processing of your application and/or may disqualify you as a candidate.

Recology is an equal opportunity employer committed to supporting an inclusive and diverse work environment where employees are valued, heard, and provided development opportunities. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability, protected veteran status, or any other basis that is prohibited by law.

This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, effort, work conditions, and benefits associated with the job.