Senior Manager Customer Support - Environmental Solutions

3M HEALTHCARE; Norwood (MA); Hybrid; USD 125,900 - 173,150; Full time

Benefits offered by this job

Medical benefits

401(k) plan with match

Employee stock purchase plan

Paid time off

Flexible spending accounts

Job summary

3M HEALTHCARE Senior Manager Customer Support for Environmental Solutions leads regional support operations, ensuring compliant, scalable service delivery across regulated workflows.

You will partner with Sales, Operations, Compliance, IT, and Enterprise Programs, driving improvements, and coaching a high-performing team while balancing hands-on leadership with strategic initiatives.

Qualifications

• 7–10 years of progressive experience in customer support, operations, or service delivery within a regulated or complex environment.
• 4+ years of people leadership experience managing leaders and/or multi‑layered teams.
• This role is hybrid (4 days per week in office).

Responsibilities

• Lead customer support operations across assigned regions, ensuring consistent execution of waste profiling, onboarding, approvals, and customer issue resolution.
• Own service performance, turnaround times, accuracy, and customer experience outcomes across high‑volume, highly regulated workflows.
• Act as the senior escalation point for complex customer, regulatory, and operational issues, ensuring timely resolution and clear ownership.
• Drive standardization of processes and handoffs to reduce variation, rework, and customer friction by identifying systemic issues, performance gaps, and recurring failure points; translate insights into actionable improvements.
• Coach and develop a team of professionals to assist in their development and attainment of necessary skills to lift performance.
• Monitor staff performance and drive performance improvement initiatives, ensuring that service levels meet or exceed agreed upon standards.
• Serve as a primary Customer Support liaison to Sales, Operations, Compliance, Legal, Billing, and Enterprise Programs.
• Proactively align with field leadership and area stakeholders to improve visibility, trust, and operational outcomes.
• Lead change adoption for new tools, processes, and operating models, ensuring teams are trained, supported, and accountable.
• Track, report, and communicate key operational metrics, risks, and trends to leadership.
• Ensure Customer Support operations adhere to all applicable regulatory, audit, and compliance requirements (e.g., RCRA, DOT, TSCA) through active risk management by identifying control gaps, ownership ambiguity, or process breakdowns that could impact customers or the business.
• Perform other job‑related duties as assigned or apparent.

Skills

People leadership

Cross-functional collaboration

Regulatory compliance

Data interpretation

Executive communication

Job description

POSITION SUMMARY

The Senior Manager Customer Support – Environmental Solutions provides regional leadership for Environmental Solutions Customer Support operations, ensuring high-quality, compliant, and scalable service delivery across complex, regulated workflows. The incumbent is accountable for operational performance, people leadership, cross‑functional partnership, and execution of enterprise initiatives impacting profiling, onboarding, approvals, billing, and customer experience. The Senior Manager Customer Support operates as a hands‑on leader, balancing day‑to‑day execution with continuous improvement while serving as a key escalation point and strategic partner to Sales, Operations, Compliance, IT, and Enterprise Programs.

PRINCIPAL RESPONSIBILITIES

• Lead customer support operations across assigned regions, ensuring consistent execution of waste profiling, onboarding, approvals, and customer issue resolution.
• Own service performance, turnaround times, accuracy, and customer experience outcomes across high‑volume, highly regulated workflows.
• Act as the senior escalation point for complex customer, regulatory, and operational issues, ensuring timely resolution and clear ownership.
• Drive standardization of processes and handoffs to reduce variation, rework, and customer friction by identifying systemic issues, performance gaps, and recurring failure points; translate insights into actionable improvements.
• Coach and develop a team of professionals to assist in their development and attainment of necessary skills to lift performance.
• Monitor staff performance and drive performance improvement initiatives, ensuring that service levels meet or exceed agreed upon standards.
• Serve as a primary Customer Support liaison to Sales, Operations, Compliance, Legal, Billing, and Enterprise Programs.
• Proactively align with field leadership and area stakeholders to improve visibility, trust, and operational outcomes.
• Lead change adoption for new tools, processes, and operating models, ensuring teams are trained, supported, and accountable.
• Track, report, and communicate key operational metrics, risks, and trends to leadership.
• Ensure Customer Support operations adhere to all applicable regulatory, audit, and compliance requirements (e.g., RCRA, DOT, TSCA) through active risk management by identifying control gaps, ownership ambiguity, or process breakdowns that could impact customers or the business.
• Perform other job‑related duties as assigned or apparent.

QUALIFICATIONS

• Demonstrated ability to lead through ambiguity, system change, and cross‑functional complexity.
• Strong working knowledge of hazardous and/or regulated waste operations, waste profiling, onboarding, and regulatory considerations.
• Experience leading regional or multi‑location teams.
• Exposure to enterprise system migrations or platform integrations.
• Proven track record of improving service performance, quality, and scalability through process and people leadership.
• Strong executive communication and stakeholder management skills.
• Advanced proficiency in interpreting operational data and translating insights into action.

MINIMUM REQUIREMENTS

• 7 – 10 years of progressive experience in customer support, operations, or service delivery within a regulated or complex environment.
• 4+ years of people leadership experience managing leaders and/or multi‑layered teams.
• This role is hybrid (4 days per week in office).

PAY RANGE

$125,900 – $173,150 (dependent upon experience).

BENEFITS

• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short‑ and long‑term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• 401(k) plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO).

EEO STATEMENT

Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.