Senior Manager Customer Experience

WIN Waste Innovations; Portsmouth (NH); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive annual bonus

Industry leading benefits

Multiple medical plans

Generous PTO

401k with match

Tuition reimbursement

Job summary

WIN Waste Innovations is seeking a strategic Senior Manager, Customer Experience to lead the performance and continuous improvement of our Customer Care organization. You will drive best-in-class experience through operational excellence, talent development, and data-driven decision making.

You will partner with Sales, Operations, Billing, IT, and Marketing to optimize the customer journey, establish KPIs, coach leaders, and implement process improvements that enhance customer outcomes and

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 10+ years of customer service or customer experience leadership.
• 3+ years leading managers, supervisors, or large teams.
• Proven ability to develop and implement customer experience strategies.
• Strong experience with workforce performance management and training.
• Ability to analyze operational data and translate insights into action.

Responsibilities

• Develop and execute customer experience strategies that improve satisfaction, retention, and loyalty.
• Oversee day-to-day Customer Care operations, ensuring SLAs and quality metrics are met.
• Lead, mentor, and develop Customer Experience Supervisors, Trainers, and agents.
• Partner with cross-functional teams to drive process improvements and change initiatives.
• Develop executive-level reporting and participate in planning and budgeting.

Skills

Strategic Leadership

Customer Experience Management

Contact Center Operations

Coaching & Talent Development

Change Management

Process Improvement

Workforce Planning

Data Analysis & Reporting

Stakeholder Management

Executive Communication

Customer Journey Optimization

Performance Management

Problem Solving & Decision Making

Education

Bachelor's degree in Business, Communications, Customer Experience, Organizational Leadership, or related field

Tools

CRM platforms

Job description

WIN Waste Innovations is seeking a strategic and results-driven Senior Manager, Customer Experience to lead the performance, development, and continuous improvement of our Customer Care organization. This role is responsible for driving a best-in-class customer experience through operational excellence, employee engagement, talent development, customer journey optimization, and data-driven decision making.

The Senior Manager will provide leadership across customer service operations, training and development, quality assurance, workforce performance, and customer experience initiatives. This leader will partner closely with Sales, Operations, Billing, Credit & Collections, Marketing, and Technology teams to enhance the overall customer experience while improving operational efficiency and business outcomes.

The ideal candidate is a customer-centric leader with strong business acumen, experience leading managers and large-scale customer service teams, and a passion for developing people, improving processes, and delivering measurable results.

Key Responsibilities

Customer Experience Leadership

• Develop and execute customer experience strategies that improve customer satisfaction, retention, and loyalty.
• Champion a customer-first culture throughout the organization and serve as a voice of the customer advocate.
• Analyze customer feedback, complaints, call center trends, and customer journey pain points to identify improvement opportunities.
• Lead customer experience initiatives that drive operational efficiency, service excellence, and revenue growth.

Operational Excellence

• Oversee day-to-day Customer Care operations, ensuring achievement of service level agreements (SLAs), quality standards, productivity goals, and customer satisfaction metrics.
• Establish and monitor KPIs including CSAT, NPS, First Contact Resolution, Quality Scores, Service Levels, Average Speed of Answer, Abandonment Rate, and Employee Engagement.
• Utilize data, reporting, and analytics to identify trends, forecast performance, and drive informed business decisions.
• Collaborate with leadership teams to develop and implement process improvements that enhance customer and employee experiences.

People Leadership & Talent Development

• Lead, mentor, and develop Customer Experience Supervisors, Trainers, Quality Specialists, and Customer Care Representatives.
• Create succession planning and career development programs that support employee growth and retention.
• Drive performance management processes including coaching, goal setting, recognition, and corrective action.
• Foster a culture of accountability, engagement, collaboration, and continuous learning.

Training & Quality Management

• Oversee training strategy, onboarding programs, and ongoing professional development initiatives.
• Ensure that training content, knowledge resources, and quality programs remain current, effective, and aligned with business needs.
• Partner with Training and Quality teams to identify skill gaps and develop targeted coaching and learning solutions.
• Establish quality assurance processes that support exceptional customer interactions and compliance standards.

Cross-Functional Collaboration

• Partner with Operations, Sales, Billing, Credit, IT, and Marketing teams to resolve customer pain points and improve customer outcomes.
• Support technology and process transformation initiatives, including CRM optimization, self-service solutions, AI-driven customer service tools, and workflow enhancements.
• Serve as a key stakeholder in customer experience projects and change management initiatives.

Reporting & Strategic Planning

• Develop executive-level reporting and presentations that communicate customer experience performance and business impact.
• Participate in annual planning, budgeting, workforce planning, and organizational strategy discussions.
• Identify and implement best practices, benchmarking opportunities, and innovative solutions to enhance customer experience performance.

Qualifications

Required

• Bachelor's degree in Business, Communications, Customer Experience, Organizational Leadership, or related field; equivalent experience considered.
• 10+ years of customer service, customer experience, contact center, or customer operations leadership experience.
• 3+ years leading managers, supervisors, or large customer-facing teams.
• Demonstrated experience developing and implementing customer experience strategies and operational improvement initiatives.
• Strong experience with workforce performance management, quality assurance, training, and employee development.
• Proven ability to analyze operational data and translate insights into action plans and measurable business results.

Preferred

• Experience within waste management, logistics, utilities, transportation, environmental services, or other high-volume service industries.
• Experience with CRM platforms, workforce management systems, contact center technologies, and customer analytics tools.
• Knowledge of Voice of the Customer (VOC), Customer Journey Mapping, Lean, Six Sigma, or Continuous Improvement methodologies.
• Project management and change management experience.

Skills & Competencies

• Strategic Leadership
• Customer Experience Management
• Contact Center Operations
• Coaching & Talent Development
• Change Management
• Process Improvement
• Workforce Planning
• Data Analysis & Reporting
• Stakeholder Management
• Executive Communication
• Customer Journey Optimization
• Performance Management
• Problem Solving & Decision Making
• Cross-Functional Collaboration

Success Metrics

The Senior Manager, Customer Experience Will Be Evaluated On

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Retention
• First Contact Resolution (FCR)
• Quality Assurance Scores
• Employee Engagement & Retention
• Service Level Achievement
• Training Effectiveness
• Process Improvement Results
• Operational Efficiency Metrics
• Revenue Protection and Growth Opportunities

What You'll Enjoy

• Competitive annual bonus
• Industry leading benefits
• Multiple and flexible medical plans
• Outstanding PTO program
• Floating Holidays
• Strong 401k program and company match
• Tuition reimbursement plan
• College loan reimbursement
• College scholarship program for dependents
• Parental Leave Program
• Inclusive culture
• Employee engagement events
• Employee resource groups

WIN Waste Innovations is a waste management company committed to delivering essential waste management solutions to customers and communities supported by our team of 2,300 employees. We believe in preserving our environment for future generations while providing for today's needs. WIN Waste Innovations is a vertically integrated business with a platform of 50 strategically located collection, transfer, and disposal assets. These include waste-to-energy facilities, transfer stations, ash monofills, landfills, and fleets of rail cars and collection vehicles. We process more than 11 million tons of waste annually, converting 6.7 million tons of waste into clean, renewable energy that powers 340,000 homes. We recycle more than 234,000 tons of plastic, paper, and metals from the waste stream. At WIN Waste Innovations, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. As well as Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.