Senior Customer Experience Program Manager

Senior Customer Experience Program Manager

Target Salary $104,560 - $130,700; Wage dependent on experience and geographic location

State California

Department Customer Service

City:

San Francisco

Location:

1074 - Recology Service Center - San Francisco office

Subsidiary Name:

Recology Service Center

Role

Under limited general direction, this position supports the organization's customer experience function, evaluating existing business processes to identify and execute improvement initiatives. This is a hybrid role.

Essential Responsibilities

• Assists with leading cross-functional initiatives to enhance the overall customer experience.
• Collaborates with Communications on website enhancements, social media, and any internal/external communications.
• Partners with the Operations Team to ensure proper communication is taking place with customer service.
• Partners with Talk Desk for continued improvement and rollouts.
• Monitors customer service KPIs and communicates progress to key stakeholders.
• Collaborates with learning and development to assist with training development, training rollouts, and process improvement.
• Partners with sites throughout the company to assist with developing and implementing comprehensive customer experience strategies to ensure sites are meeting their goals.
• Analyzes customer surveys (CSAT) per location to better understand how to improve the customer experience.
• Assists with strategic planning and execution of the organization's customer experience vision and goals.
• Assists with driving innovation in customer experience by leveraging customer insights, market trends, and emerging technologies.
• Travel will be required.
• Other duties as assigned.

Qualifications

• Six years of experience in customer service within the resource recovery or related industry.
• Ability to work as part of a team.
• Oral and written communication skills.
• Ability to build collaborative relationships.
• Detail oriented.
• Ability to meet deadlines.
• Project management skills.
• High school diploma or GED required.
• Valid Driver’s license required.

Recology Offers

• An ecologically innovative company that finds and mentors people committed to protecting the environment and sustaining our communities.
• The largest employee-owned resource recovery company in the industry with terrific benefits to help you prosper.
• A creative and caring culture that values community, diversity, altruism, accountability, collaboration, and learning by doing.
• An inspired company mission driven to use and return resources to their best and highest use through the practice of the 4R’s: Reduce, Re-use, Recycle, and Recologize.
• Distinct professional challenges to connect with, care for, and grow community that sees a world without waste.

Recology Benefits May Include

• Paid time off and paid holidays.
• Health and wellness benefits including medical, dental, and vision.
• Retirement plans (Employee Stock Ownership Plan, 401(k) with match).
• Annual wellness incentives.
• Employee Assistance Program (EAP).
• Educational assistance.
• Commuting benefits.
• Employee referral program.

Supplemental Information

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job; and pursuant to applicable law, we will consider for employment qualified applicants with criminal records. It is important that you provide accurate information on the job application, inaccurate information may cause delays in the processing of your application and/or may disqualify you as a candidate.

Recology is an equal opportunity employer committed to supporting an inclusive and diverse work environment where employees are valued, heard, and provided development opportunities. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability, protected veteran status, or any other basis that is prohibited by law.

This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, effort, work conditions, and benefits associated with the job.