Project Manager, Customer Experience

Stericycle is now part of WM. To learn more about WM's acquisition of Stericycle, CLICK HERE to read the press release. I. Job Summary This position is responsible for managing specific Customer Experience projects through requirements definition, planning and implementation. This role has direct responsibility for working with the business owners as needed to improve customer resolution and thereby improve loyalty and intermediate these requests with WMHS's technical teams. II. Essential Duties and Responsibilities Under the leadership of the Customer Experience Technology Director, this position is responsible for designing optimal experiences for customers, to continuously improve their experience across all channels (web, IVR, mobile, social etc) and across all stages of the customer relationship lifecycle. Completes departmental projects as required to improve customer outcomes and operational efficiency. Works with cross-functional teams to define and scope Customer Experience projects including the deployment of processes to ensure consistent, exceptional customer service. Effectively creates and communicates concepts, design rationale and findings to the organization. Works with business team members to identify requirements. Provides requirements to technical development resources to translate into technical designs. Creates clear and consistent documentation. Assists in defining features and functions for specific projects, as required by project needs. Pulls in subject matter experts to address issues, as needed. Meets with business sponsors on a regular basis to communicate project progress and discuss issues. Resolves issues with the appropriate level of management. Supports the solution of production issues in the WMHS’s Customer Experience environment dealing with internal teams and external vendors when necessary. III. Qualifications Bachelor's Degree (accredited) in Business, Engineering or equivalent experience in similar roles 3 years overseeing projects in organizations of the same size and complexity 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. This job primarily operates in a professional environment and routinely requires the use of standard office equipment such as computers, phones, etc. The expected pay range for this remote position across the U.S. is $77,000 - $98,100. 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 that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site. Equal Opportunity Employer: Minority/Female/Disability/Veteran #J-18808-Ljbffr