Senior Manager - Customer Onboarding

Job Description

WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

I. Job Summary

The Senior Manager, Customer Onboarding is responsible for the planning, directing, and managing of the Launch and Project Services Departments that is responsible for the implementation and/or de-implementation of new, renewing, or existing customers for WM (SBS) as well as ongoing project-based work. In this role, this position is responsible for overseeing and leading the work of multiple operational teams consisting of Launch Manager, Launch Supervisors, Project Services Project Managers and BA responsible for the project management and execution of multiple on ongoing customer implementations, de-implementations, projects and tasks.

II. Essential Duties and Responsibilities

• Provide oversight and direction to multiple operational teams consisting of Launch Manager, Launch Supervisors, Project Services Project Managers and BA responsible for the project management and execution of multiple on ongoing customer implementations, de-implementations, projects and tasks.
• Establishes and maintains a high level of customer satisfaction for new, renewing National Account clients and clients with ongoing project work.
• Manage the overall operational and budgetary responsibilities and activities of the department including, but not limited to, the "cost of launch" and working to reduce said cost.
• Adapt and pivot to customer needs through demonstrated knowledge of the business and processes to provide a customer onboarding and project-based experience that meets and exceeds customer expectations.
• Perform daily, weekly, and monthly project tracking across department including progress, key performance indicators, resource management, workforce allocation/tracking, and workflow supervision of multiple projects.
• Ensure all customer-facing launch and project status dashboards are up to date to ensure customer has most current information and statuses.
• Plan, evaluate, and improve the efficiency of departmental and inter-departmental business processes and procedures to enhance speed, quality, efficiency, and output.
• Establish and maintain relevant departmental controls and feedback systems to monitor the operation of the department.
• Coordinate internal and external resources to ensure customer and business objectives are met.
• Plan departmental staffing levels and work with Human Resources to recruit, interview, select, hire, and employ an appropriate number of employees.
• Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.
• Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment.
• Review performance data that includes financial, sales, and activity reports, to monitor and measure departmental productivity, goal achievement, and overall effectiveness.
• Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate interpersonal communication.
• Build and maintain productive working relationships with leaders and employees of other departments, customers, vendors, and WM's Operational (Market) Areas.
• Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.

III. Qualifications


A. Required Qualifications

• Bachelor's Degree (accredited) in relationship management, sales, marketing, business administration or similar area of study, or in lieu of degree
• High School Diploma or GED (accredited) and four (4) years of relevant work experience.
• 8 years of related work experience (in addition to education requirement)

B. Preferred Qualifications


IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.☒ Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

The expected base pay range for this hybrid position is $119,500-$182,000. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

V. Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.


If this sounds like the opportunity that you have been looking for, please click Apply.

About Us

ABOUT WM
WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas-to-electricity plants in North America. WM's fleet includes more than 12,000 natural gas trucks - the largest heavy-duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company's sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.


For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.


Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA-approved alternative.

About the Team

What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It's a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family - from benefits, to resources and engagement activities.


We are People First. We are Committed to Your Growth. We Are Investing in You. We are a Family. We are Stable. We are Always Working for a Sustainable Tomorrow.