Strategic Customer Experience Leader

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 Care to direct customer care operations by leading Customer Care Team Managers, setting performance standards, and implementing service delivery strategies that drive exceptional experience and support Casella's growth across multiple regions.

You will analyze customer insights, develop workforce plans, coach leaders, onboard acquired teams, and collaborate with cross‑functional partners to improve retention, satisfaction, and

Qualifications

• Bachelor's degree in business administration, communications, organizational leadership, or a related field.
• A minimum of six (6) years of progressive leadership experience within customer care, customer service, call center, or customer experience functions.
• Experience utilizing CRM platforms, contact center technologies, workforce management tools, Office 365 applications, and customer experience analytics is preferred.
• The position requires a valid driver's license and the ability to travel up to 25% as business needs require.

Responsibilities

• Directs customer care operations by leading Customer Care Team Managers, establishing performance expectations, and aligning service delivery practices to ensure consistent achievement of customer experience, productivity, and quality objectives.
• Develops customer care strategies through analysis of customer trends, operational performance metrics, and organizational priorities to drive customer retention, service excellence, and long-term business growth.
• Establishes performance measurement frameworks by defining key performance indicators, monitoring operational results, and implementing corrective action plans to ensure continuous improvement and accountability across customer care functions.
• Leads leadership and workforce development initiatives through coaching, mentoring, succession planning, and talent management practices to build a high-performing and engaged customer care organization.
• Resolves complex customer escalations by collaborating with field operations, sales, billing, and support teams to ensure timely resolution of critical issues and preservation of customer relationships.
• Implements process improvement initiatives through evaluation of workflows, customer feedback, technology capabilities, and service delivery practices to improve operational efficiency, service quality, and customer satisfaction.
• Facilitates the integration of newly acquired customer care teams by providing onboarding leadership, training programs, operational guidance, and change management support to achieve seamless transitions and consistent application of Casella service standards.
• Collaborates with cross-functional business leaders through customer insight sharing, strategic planning activities, and voice-of-customer initiatives to align customer care priorities with enterprise objectives and service innovation efforts.
• Ensures compliance with organizational policies and regulatory requirements by monitoring operational practices, reinforcing safety standards, and maintaining adherence to applicable employment laws and regulations to minimize organizational risk and maintain a safe and compliant workplace.

Skills

Strategic leadership

Customer experience

Data analytics

Cross-functional collaboration

Change management

Communication

Education

Bachelor's degree in Business Administration/related field

Tools

CRM platforms

Contact center technologies

Workforce management tools

Office 365

Job description

Casella Waste Systems, Inc. is seeking a Senior Manager of Customer Care to direct customer care operations by leading Customer Care Team Managers, setting performance standards, and implementing service delivery strategies that drive exceptional experience and support Casella's growth across multiple regions.

You will analyze customer insights, develop workforce plans, coach leaders, onboard acquired teams, and collaborate with cross‑functional partners to improve retention, satisfaction, and