Senior CX Optimization Manager - Environmental Solutions

Republic Services, Inc.; Phoenix (AZ); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision coverage

Retirement plan with company match

ESPP

Job summary

Republic Services, Inc. seeks a Senior Manager, Customer Experience Optimization - Environmental Solutions (ES) to build and continually improve the ES CX program.

You will develop standardized SOPs, training, and measurement frameworks, and lead a small team to enhance efficiency, consistency, and customer interactions. You will collaborate across ES, Operations, Safety, Compliance, Sales, and CE to drive alignment, implement data-driven performance expectations, and deliver executive-ready

Qualifications

• 7+ years in customer experience, operations, process improvement, or program management.
• Proven ability to define and document processes, SOPs, and training materials.
• Experience leading cross-functional initiatives and teams.
• Lean, Six Sigma, or similar process improvement certification preferred.

Responsibilities

• Develop, implement, and govern ES CX SOPs to drive consistency, compliance, and quality.
• Build and maintain ES-specific dashboards, KPIs, and scorecards for CX performance and compliance.
• Lead onboarding and training programs for ES CX employees and partner with L&D and Safety teams.
• Partner with ES field leadership, Sales, Operations, Compliance, and CE teams to align CX strategies and processes.
• Communicate updates and recommendations to executives with data-driven storytelling.

Skills

Project management

Communication skills

Process documentation

Analytical skills

Cross-functional collaboration

Leadership of teams

Job description

Republic Services, Inc. seeks a Senior Manager, Customer Experience Optimization - Environmental Solutions (ES) to build and continually improve the ES CX program.

You will develop standardized SOPs, training, and measurement frameworks, and lead a small team to enhance efficiency, consistency, and customer interactions. You will collaborate across ES, Operations, Safety, Compliance, Sales, and CE to drive alignment, implement data-driven performance expectations, and deliver executive-ready