Customer Experience & Optimization Lead

Sharps Medical Waste Services; Washington (District of Columbia); On-site; USD 90,000 - 150,000; Full time

Job summary

Sharps Medical Waste Services seeks a Customer Experience and Optimization Manager to strengthen client relationships, ensure regulated compliance, and drive operational improvements across multiple sites.

The role focuses on data-driven insights, audits, and proactive training to enhance retention and revenue opportunities within existing accounts, with substantial travel across Louisiana and other locations as needed.

Qualifications

• Bachelor’s degree in Business, Healthcare Administration, Environmental Services, or related field.
• 2+ years in account management, customer success, or business development.
• Experience managing large multi-site accounts with revenue portfolios of $5M+.
• Proficient in Microsoft Excel and comfortable working with CRM and reporting tools.
• Willingness to travel throughout Louisiana, including overnight stays and 75% travel.

Responsibilities

• Build and maintain strong, trusted relationships with key customer contacts across assigned accounts.
• Conduct and support site audits alongside operations leadership to ensure regulatory compliance.
• Generate and analyze reports, delivering actionable insights for customer presentations.
• Provide proactive customer training on waste segregation, safety protocols, and compliance.
• Identify opportunities for operational improvement, waste reduction, and cost efficiency across customer sites.
• Monitor customer satisfaction and 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

Communication

Relationship-building

Organizational skills

Attention to detail

Travel readiness

Education

Bachelor's degree in Business/Healthcare Administration/Environmental Services

Tools

Microsoft Excel

CRM systems

Reporting tools

Job description

Sharps Medical Waste Services seeks a Customer Experience and Optimization Manager to strengthen client relationships, ensure regulated compliance, and drive operational improvements across multiple sites.

The role focuses on data-driven insights, audits, and proactive training to enhance retention and revenue opportunities within existing accounts, with substantial travel across Louisiana and other locations as needed.