Multi-Site CX & Optimization Leader

Sharps-Medical-Waste-Services; Washington (District of Columbia); On-site; USD 90,000 - 130,000; Full time

Job summary

Sharps Medical Waste Services seeks a Customer Experience and Optimization Manager to strengthen client relationships, ensure regulatory compliance, and drive efficiency across multi-site accounts. You will analyze data, train customers, and partner with Sales and Operations to grow revenue.

The role demands travel up to 75% and a disciplined, customer-focused approach in a fast-paced environment with cross-functional collaboration.

Qualifications

• 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 ability to manage multiple priorities.
• Willingness and ability to travel throughout Louisiana, including occasional overnight stays.
• Ability to travel 75% of the time.

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.

Skills

Communication skills

Relationship-building

Excel

CRM tools

Reporting tools

Education

Bachelor’s degree

Tools

Microsoft Excel

CRM tools

Reporting tools

Job description

Sharps Medical Waste Services seeks a Customer Experience and Optimization Manager to strengthen client relationships, ensure regulatory compliance, and drive efficiency across multi-site accounts. You will analyze data, train customers, and partner with Sales and Operations to grow revenue.

The role demands travel up to 75% and a disciplined, customer-focused approach in a fast-paced environment with cross-functional collaboration.