Senior Manager - Customer Onboarding

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.

The Senior Manager, Customer Onboarding is responsible for the planning, directing, and managing of the Launch and Project Services Departments that implement and de-implement 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 ongoing customer implementations, de-implementations, projects and tasks.

• 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 work 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 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 collaborate 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 organizational 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.

• 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)
• Preferred Qualifications

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.

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.