Senior Manager, Customer Zeal Operations

Overview

Senior Manager, Customer Zeal Operations plays a pivotal leadership role in the development and delivery of the customer experience roadmap, strategically prioritizing customers  needs and business outcomes to focus the organization on delivering what matters most. The incumbent is instrumental in designing and implementing retention strategies and loyalty initiatives that enhance customer lifetime value. The Senior Manager, Customer Zeal Operations leads project execution through strategic planning, cross-functional alignment, implementation activities and change management.

The incumbent will oversee, maintain, and evolve the customer experience roadmap to focus on the highest impact functionality for customers while driving significant business efficiencies, customer loyalty, and measurable value.

• Translate customer experience vision into executable roadmaps and implementation plans, coordinating interdependent improvements across the organization.
• Design and implement governance structures for complex customer initiatives, ensuring alignment between business requirements and technical solutions.
• Develop and implement proactive retention strategies and early warning systems for high-value and at-risk customer segments.
• Lead the design and execution of customer zeal initiatives through data analysis, managing strategic elements of the customer experience roadmap.
• Design and implement value-based loyalty initiatives.
• Direct change management programs that support customer needs and organizational priorities, including impact analysis and adoption measurement.
• Identify and implement process improvements to streamline customer experience delivery, working with SMEs to develop effective training tools and implementation resources.
• Coaches and develops a team of professionals to assist in their development and attainment of necessary skills to lift performance. Monitors staff performance and drives performance improvement initiatives and ensures that service levels meet or exceed agreed-upon standards.
• Performs other job-related duties as assigned or apparent.

• Proven track record of implementing customer experience initiatives with measurable results
• Excellent project management and cross-functional leadership abilities
• Strong communication skills with ability to translate complex concepts to various stakeholders
• Results oriented and good time management skills with an ability to understand key milestones and objectives while leading groups of internal and external resources to meet project goals.
• Experience with qualitative and quantitative analysis.
• Written and verbal communication skills, with the ability to create, process, and design content in PowerPoint, Word, Excel.

• 7 - 10 years of experience in customer experience strategy, program management, or related roles.

• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO).
• Benefits:

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.