Customer Experience Program Manager; Clean Partners

Customer Experience Program Manager (Clean Partners)

Full‑time

Clean Earth is a leading provider of environmental services in the United States providing remediation, disposal, recycling, and beneficial reuse solutions for hazardous and non‑hazardous waste, contaminated soil, and dredged material. Our vast portfolio of technologies and services touches nearly every industry that generates waste including energy, infrastructure, commercial, industrial, retail, and healthcare markets.

Every day our teams across the country take a hands‑on, dedicated approach to recycling and beneficially reusing waste that would otherwise go into landfills. We value our employees as our most important asset, and this is reflected in many areas across our company including recently being named a 2024 Most Loved Workplace®. We are committed to creating a positive work culture that fosters growth and development while ensuring the health and safety of our employees.

The Customer Experience Program Manager (Clean Partners) translates a broker customer’s comprehensive service needs and requests as determined by their service agreement strategically throughout the waste management, shipment, service and delivery process. This role will also act as an internal consultant to our cross‑functional business partners for the development of a comprehensive understanding of business performance; to identify issues and opportunities to enhance customer experience.

The Customer Experience Program Manager follows clearly defined processes, is highly organized, develops and implements strategic commercial plans to strengthen customer relationships and ensure best in class service.

• Serves as the primary point of contact between the company and its customers.
• Oversight of overall Account Health Activities.
• Effective communication (both verbal and written) to build relationships and convey information.
• Manages quoting based on pricing strategy; profile lifecycle; process code application; AR status; contract, pricing and addendum life cycles; works with sales and material management to obtain price quote from suppliers; schedules services internally and works with the Program Manager, Direct Shipments for 3rd‑party transactions; validates shipment details; obtains signed shipping documents and weight tickets; uploads collected job sheets in IDP as needed;
  
  reconciles project/shipment invoice volumes and off‑specs; works with billing to ensure real‑time accurate customer invoicing.
• Provides concierge desk service as single point of contact for national broker partners.
• Provides business review data and presentations for CX leadership in person or virtually as appropriate.
• Communicates and coordinates with internal teams (Customer Experience Account Managers, Field Technicians/Operations, Compliance, and/or Sales) regarding service requirements, modifications or issues with the service needs of customers.
• Troubleshoots credit and rebill trends to continuously improve toward the perfect invoice, ensures appropriate fixes have been made and measures change adoption for book of business.
• Quotes as needed for new business based on existing customer contract pricing.
• Supports Customer Experience Specialists to ensure order management delivers desired outcomes to meet customer SLAs for ongoing direct shipments.
• Maintains clear and consistent communication with customers, both internally and externally.
• Develops and implements account plans to meet customer needs and objectives.
• Resolves customer issues and complaints in a timely and effective manner.
• Manages multiple tasks and projects simultaneously.
• Tracks customer satisfaction, monitors account performance, and prepares reports.
• Provides internal reports on the progress of a customer to improve performance and reach targets.
• Confirms waste disposal and other service processes are prepared to meet internal and governing agency requirements and maintain a high level of quality.
• Prioritizes customer needs and provides excellent service.
• Performs other reasonably related tasks assigned by management.
• Leads team huddles and meetings as requested.
• Trains and mentors new…