Customer Experience and Optimization Manager

Sharps Medical Waste Services; Baltimore (MD); On-site; USD 80,000 - 120,000; Full time

Job summary

Sharps Medical Waste Services is seeking a Customer Experience and Optimization Manager to strengthen client relationships, ensure regulatory compliance, and drive operational improvements across multiple sites. The role focuses on data-driven insights and proactive customer training to enhance service quality.

You will partner with Sales and Operations, conduct audits, and identify cost efficiencies while supporting revenue growth within existing accounts.

Qualifications

• 2+ years in account management, customer success, or business development in healthcare or regulated industries.
• Experience managing large, multi-site accounts with revenue portfolios of $5M+ preferred.
• Strong written and verbal communication; highly organized with ability to manage multiple priorities.
• Willingness to travel throughout Louisiana, including overnight stays; travel 75% of the time.

Responsibilities

• Build and maintain strong, trusted relationships with key customer contacts across assigned accounts.
• Conduct and support site audits with operations leadership to ensure compliance with regulated medical waste standards.
• Generate and analyze reports by extracting, organizing, and synthesizing data from multiple sources, delivering clear and actionable insights for customer presentations.
• Provide proactive and on-demand customer training on waste segregation, safety protocols, and compliance best practices.
• Identify opportunities for operational improvement, waste reduction, and cost efficiency across customer sites.
• Monitor customer satisfaction and proactively address concerns to improve retention and service quality.
• Partner with Operations to conduct quarterly business reviews and evaluate account performance.
• Identify and support revenue growth opportunities within existing accounts, including contract optimization and referrals.
• Maintain detailed documentation of site visits, customer interactions, and improvement recommendations.
• Support new account implementations to ensure smooth onboarding and service execution.
• Collaborate cross-functionally with Sales and Operations to align on customer needs and business objectives.
• Perform additional duties as needed.

Skills

CRM software

Excel

Customer relationship management

Cross-functional collaboration

Education

Bachelor’s degree

Tools

CRM software

Excel

Job description

Description

Come join the largest independent Medical Waste Service Provider in the country for an exciting opportunity! We provide essential environmental services to healthcare facilities and commercial partners nationwide. Join a stable, growing industry that offers long-term career development across 35+ locations.

Description

Come join the largest independent Medical Waste Service Provider in the country for an exciting opportunity! We provide essential environmental services to healthcare facilities and commercial partners nationwide. Join a stable, growing industry that offers long-term career development across 35+ locations. As a Customer Experience and Optimization Manager, you will play a critical role in strengthening customer relationships, ensuring compliance within regulated medical waste services, and identifying opportunities for operational improvement and revenue growth. This position is ideal for a customer-focused professional who thrives in a fast-paced, multi-site environment and enjoys partnering across teams to drive performance and enhance the overall customer experience.

Key Responsibilities

• Build and maintain strong, trusted relationships with key customer contacts across assigned accounts
• Conduct and support site audits alongside operations leadership to ensure compliance with regulated medical waste standards
• Generate and analyze reports by extracting, organizing, and synthesizing data from multiple sources, delivering clear and actionable insights for customer presentations
• Provide proactive and on-demand customer training on waste segregation, safety protocols, and compliance best practices
• Identify opportunities for operational improvement, waste reduction, and cost efficiency across customer sites
• Monitor customer satisfaction and proactively address concerns to improve retention and service quality
• Partner with Operations to conduct quarterly business reviews and evaluate account performance
• Identify and support revenue growth opportunities within existing accounts, including contract optimization and referrals
• Maintain detailed documentation of site visits, customer interactions, and improvement recommendations
• Support new account implementations to ensure smooth onboarding and service execution
• Collaborate cross-functionally with Sales and Operations to align on customer needs and business objectives.
• Perform additional duties as needed

Requirements

• Bachelor’s degree in Business, Healthcare Administration, Environmental Services, or related field preferred.
• 2+ years of experience in account management, customer success, or business development, preferably in healthcare, environmental services, or a regulated industry.
• Experience managing large, multi-site customer accounts with revenue portfolios of $5M+ preferred.
• Strong communication and relationship-building skills, both written and verbal.
• Highly organized with strong attention to detail and the ability to manage multiple priorities.
• Proficient in Microsoft Excel and comfortable working with CRM and reporting tools.
• Ability to identify customer risks and proactively develop retention and optimization strategies.
• Willingness and ability to travel throughout Louisiana, including occasional overnight stays.
• Ability to travel 75% of the time.

Why Join Sharps

Sharps Medical Waste Services offers a mission-driven, collaborative environment where employees contribute directly to meaningful operational impact. In this role, you will play a central part in maintaining financial integrity, supporting audits, and enabling data-driven decisions that help Sharps grow and scale responsibly. You will gain exposure to cross-functional operations and the opportunity to help implement innovative finance processes.

EEO Statement

Sharps Medical Waste Services is 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, age, protected veteran status, or disability status.