Customer Excellence Manager

Veolia | North America; Baytown (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Tuition reimbursement

Volunteer time off

Job summary

Veolia North America seeks a senior leader to own the service delivery process, ensuring exceptional customer service and timely cash flow. You will lead a multidisciplinary team including Customer Technical Advisors and Regulatory Specialists, drive process improvements, and coordinate handoffs across Sales, Operations and Project Management.

You will be responsible for coaching staff, managing billing, and reducing unbilled work while reporting progress to senior leadership.

Qualifications

• Experience in customer, technical and operational roles in Veolia or similar.
• Proven track record delivering performance improvements.
• Ability to build and lead diverse teams.

Responsibilities

• Lead a team of Customer Technical Advisors, Regulatory Specialists and a Contract Control Manager.
• Own the service delivery process from planning to billing and reduce rework.
• Set expectations for advisors and manage Net Promoter Scores.
• Maintain a small expert regulatory team focused on high-value advice.
• Ensure smooth handover of customers from Sales to Account Managers.
• Coordinate with Project Managers to avoid disrupting customer delivery.
• Identify growth opportunities and report progress to leadership.

Skills

Team leadership

Service delivery improvement

Billing oversight

Regulatory knowledge

Account planning

Cross-functional collaboration

Project coordination

Education

High School Diploma/GED

Job description

Company Description

Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

Job Description

Position Purpose

The position owns the service delivery process. The position’s purpose is to deliver excellent service to our customers and to “ring the cash register” - meeting as many customer needs as possible and reducing the time from order through to cash. To do so, this position ensures that his/her team identifies and resolves systematic issues in the service delivery process.

Primary Duties/Responsibilities

• Manage, develop and inspire a team comprising: Customer Technical Advisors, Technical and Regulatory Specialists, a Contract Control Manager; and exercise responsibility for billing on behalf of the branch.
• Own the service delivery process from account planning, through taking orders, ensuring regulatory approval, tasking scheduling/Operations, through to billing. Make sure this process is joined up and mistakes minimized by owning, investigating and addressing the systematic causes of rework and common disruptions. In doing so shorten the time from orders through to cash.
• Set customer service expectations for Customer Technical Advisors. Performance manage and coach Customer Technical Advisors to deliver these targets. Manage Net Promoter scores.
• Maintain a small, expert Technical and Regulatory Specialist team. Ensure they are focused on high value advice/ checking and identifying systemic issues to resolve and not dragged into day to day doing/short-term band aids.
• Ensure smooth handover of new customers from Sales Reps to Account Managers/ Customer Technical Advisors; and from Inside Sales to Customer Technical Advisors.
• Ensure that Project Managers (those that are onsite coordinators) feed requests through to Customer Technical Advisors, rather than short-circuiting the customer delivery process (even if the Project Managers report through Operations).
• Ensure both a clear division between, and collaborative working across, Customer and Operations.
• Ensure that the Customer Excellence team identifies growth opportunities and shares them with the growth team.
• Report progress in maintaining high customer service standards and driving down unbilled work to the GM and SVP Operations.

Qualifications

Education/Experience/Background

• High School Diploma/GED is required.
• Several years of experience in customer, technical and operational roles in Veolia or a similar player.
• Technical knowledge/experience of waste transport, disposal and recycling (from a degree or from experience).
• A track record of delivering performance improvement.
• A track record of building teams and getting different types of people to collaborate together.

Knowledge/Skills/Abilities

• Strong accounting/ P&L/ cash management skills.
• Strong customer mindset.
• Deep technical knowledge/experience of waste transport, disposal and recycling (from a degree or from experience).
• Strong systems focus - desire to address root causes of issues rather than adding band aids.
• Able to own and account for performance to senior leadership.
• Able to manage a diverse team and ensure that they deliver more than the sum of their parts.

Additional Information

Benefits

Veolia’s comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering and more. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement.

We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.