Customer Service - Project Manager

Job Description

Job Description

Customer Service Project Manager

USA Waste and Recycling

USA Waste and Recycling, Inc

Position Summary:

The Customer Service Project Manager is responsible for planning, coordinating, and executing customer service-related projects, including system initiatives, departmental improvements, and acquisition integrations. This role ensures projects are delivered on time, within scope, and aligned with customer service operational needs.

The Project Manager serves as the primary project coordination point for Customer Service systems, tools, and acquisition-related initiatives, partnering with CS leaders, IT, Operations, and external stakeholders.

Why USA Waste and Recycling:

• 401 (K), Roth, and Profit Sharing/Match Plans.
• Competitive Salaries.
• Comprehensive medical, dental, and vision insurance.
• FSA Eligibility.
• Telehealth and Mental Health support.
• Life insurance options include a 100% employer-funded option.
• Employee Assistance Program.
• Training and development opportunities with a growing, family-owned company.

Role and Responsibilities:

Project Planning & Execution

• Manages customer service projects related to systems, tools, process improvements, and operational initiatives.
• Develops project plans, timelines, milestones, and deliverables.
• Tracks project progress, risks, and dependencies, escalating issues as needed.
• Assists and completes user acceptance testing when needed and maintains a log of defects and enhancements to report on progress.

Acquisitions & Transitions

• Coordinates customer service-related activities for acquisitions, transitions, and service expansions.
• Partners with internal teams to ensure systems, workflows, training, and readiness plans are aligned for go-live.
• Documents transition plans, risks, and post-implementation follow-ups.

Cross-Functional Coordination

• Serves as the primary point of contact for customer service project coordination across departments.
• Facilitates project meetings, status updates, and stakeholder communication.
• Ensures alignment between customer service needs, technical requirements, and operational execution.

Process & Documentation

• Maintains project documentation, action items, and status reporting.
• Supports post-implementation reviews and continuous improvement recommendations.
• Ensures project outcomes align with defined objectives and service standards.

Knowledge, Skills, and Abilities

• Strong project management and organizational skills
• Ability to manage multiple initiatives simultaneously
• Excellent communication and stakeholder coordination skills
• Strong problem-solving and risk-management capabilities
• Comfortable working in fast-paced, evolving environments

Requirements

• High School diploma or equivalent
• 2-4 years of project coordination or project management experience
• Experience supporting systems, operational, or contact center projects
• Familiarity with project management tools and methodologies
• Waste and recycling industry experience preferred

Physical Demands:

Listed below are key points regarding the job's environmental demands and work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) for most of the workday.
• Required to exert physical effort in handling objects less than 30 pounds rarely.
• This position requires on-site presence at our Enfield, CT location, and remote work arrangements are unavailable for this role.
• Local travel

Our Story

USA Waste and its affiliated businesses are proudly family-owned, built on a legacy that began in 1974 when Guy "Sonny" Antonacci and his wife, Mary Ann, started Somers Sanitation with a single truck in Somers, Connecticut. Today, three generations of the Antonacci family lead a diverse organization grounded in hard work, innovation, and a deep commitment to the communities they serve.

From leading waste hauling and recycling operations to premier destinations like Sonny's Place and GreatHorse, the family's entrepreneurial vision extends across a range of industries. Sonny's Place was designed to bring families together through fun and entertainment, while GreatHorse and The Starting Gate deliver a refined yet welcoming experience rooted in luxury and hospitality. The family's passion for excellence also extends to Lindy Farms, a premier Standardbred and Thoroughbred breeding and training facility in Somers, CT, dedicated to developing elite racehorses.

Across all companies, the Antonacci family remains committed to delivering exceptional experiences while staying true to the values that started it all-family, innovation, and community impact.

Join a team dedicated to advancing these principles across a dynamic and growing family of businesses.

USA Waste and Recycling, Inc. EEO Statement: The Company is committed to and supports equal employment opportunity and affirmative action to all employees and applicants. Equal employment opportunity means equal treatment of employees and applicants without regard to the following legally-protected characteristics: race, color, religion, creed, sex (gender identity), pregnancy (including childbirth and related medical conditions), sexual orientation, marital status, national origin, ancestry, age, medical condition, genetic information (including characteristics and testing), veteran status, physical or mental disability status or any other legally-protected status.