Senior Manager, Customer Experience & Care Operations

Casella Waste Systems, Inc.; Rutland (VT); On-site; USD 83,000 - 104,000; Full time

Job summary

Casella Waste Systems, Inc. is seeking a Senior Manager of Customer Experience to direct customer care operations and lead teams across multiple regions.

You will establish performance standards, leverage analytics, and implement service delivery strategies to enhance satisfaction, retention, and operational efficiency. The role requires strategic leadership, cross-functional collaboration, and the onboarding of acquired teams into standardized Casella processes.

Qualifications

• Bachelor's degree in business administration or related field, or equivalent experience.
• Six (6) years of progressive leadership experience in customer care or related functions.
• Experience leading managers and large customer-facing teams in fast-paced environments.
• Experience developing customer service strategies and managing performance metrics.
• Experience using CRM and contact center technologies; travel up to 25%.

Responsibilities

• Directs customer care operations by leading Customer Care Team Managers and setting performance expectations.
• Develops customer care strategies from data analysis and organizational priorities to drive retention and growth.
• Establishes performance measurement frameworks and implements corrective actions for continuous improvement.
• Leads leadership and workforce development initiatives including coaching and succession planning.
• Resolves complex escalations by coordinating with field operations, sales, billing, and support teams.

Skills

Leadership

Customer care

Change management

Analytical thinking

Communication skills

Travel flexibility

Education

Bachelor's degree in business administration

Equivalent combination of education and experience

Tools

CRM platforms

Contact center technologies

Workforce management tools

Office 365

Customer experience analytics

Job description

Casella Waste Systems, Inc. is seeking a Senior Manager of Customer Experience to direct customer care operations and lead teams across multiple regions.

You will establish performance standards, leverage analytics, and implement service delivery strategies to enhance satisfaction, retention, and operational efficiency. The role requires strategic leadership, cross-functional collaboration, and the onboarding of acquired teams into standardized Casella processes.