Senior Manager, National Customer Programs

Job Description

The Senior Manager of National Customer Programs is responsible for advancing a national strategy and leading a team that manages the National Accounts portfolio. This team communicates and implements solutions that meet comprehensive service needs and requests outlined in their service agreements. This leader ensures program excellence throughout the customer lifecycle, including onboarding, service execution, financial management, and sustainability outcomes. They focus on driving continuous improvement and fostering cross‑functional alignment among Operations, Sales, Finance, and Sustainability teams.

The Senior Manager advocates for proactive account management within established processes, stays organized, and supports the implementation of strategic commercial plans. This approach strengthens customer relationships and guarantees best‑in‑class service. The role combines strategic leadership with hands‑on oversight to ensure consistent service performance, high customer satisfaction, and profitable program operations across the National Accounts portfolio. Reporting to this position is the Senior National Accounts Program Manager.

The main duties and responsibilities.

• Lead, coach, and develop a team of National Account Program Managers responsible for some of the company’s largest national customers.
• Establish clear expectations, performance metrics, and development plans to ensure a high‑performing, customer‑centric organization.
• Foster a culture of accountability, collaboration, data‑driven decision making, and continuous improvement.

• Oversee program execution across national accounts to ensure operational reliability, contract compliance, and financial health.
• Develop and implement strategies to enhance customer experience, improve service efficiency, and drive cross‑selling opportunities.
• Review and optimize resource allocation across the PM team based on customer complexity, portfolio size, and strategic importance.

• Serve as an executive escalation point for key national accounts, ensuring service issues and strategic needs are addressed promptly.
• Partner with Sales and National Accounts leadership to support renewals, expansion opportunities, and customer business reviews.
• Build and maintain strong relationships with customer leadership teams, focusing on long‑term partnership and value creation.

• Collaborate closely with Operations, Dispatch, Sustainability, Finance, and IT teams to ensure seamless service delivery and program execution.
• Represent customer and program management needs in internal forums, driving improvements in service models, technology platforms, and processes.
• Lead cross‑functional initiatives to reduce service failures, streamline communication, and increase efficiency at scale.

• Guide the development of reporting tools and dashboards for internal use and executive‑level customer presentations.
• Analyze portfolio trends and drive data‑backed recommendations for efficiency, sustainability, and program enhancements.
• Support pricing strategy, contract negotiations, and RFP development in partnership with Sales and Finance.

• Lead initiatives to standardize processes, improve program scalability, and elevate the customer experience.
• Identify and implement technology solutions that enhance visibility, communication, and operational performance.
• Develop and refine program management processes, SOPs, and best practices.

Manages 10‑12 high‑functioning/performing direct reports.

Remote

• Education
  :
  Degree from an accredited college or university in Environmental Sciences, Business Administration, Marketing, or similar areas of study, coupled with a minimum of 5 years of account management experience in either sales or customer‑facing.
• Experience (Required minimum of years of relevant experience.): 7‑12 years of experience in customer service, waste & recycling, or national accounts management; minimum 2 years of people…