[Hiring] Customer and Sales Support Manager @Waste Management, Inc. (WM)

Role Description

Leads a team responsible for delivering customer and sales support services within the organization. This role is accountable for ensuring consistent, accurate, and efficient execution of core operational processes, including system transactions, data management, and service delivery. The Manager drives performance through effective team leadership, standardized processes, and cross-functional collaboration, while advancing continuous improvement efforts to enhance operational efficiency, data integrity, and overall customer experience.

Essential Duties and Responsibilities

• Lead day-to-day team performance through supervision, coaching, onboarding, and ongoing development of team members.
• Drive performance management routines, including check-ins, one-on-ones, and development planning aligned to organizational goals.
• Monitor and manage operational performance, including real-time service levels, queue health, and workload execution.
• Own performance reporting and insights, providing regular updates on trends, risks, and opportunities to leadership.
• Oversee execution of core operational tasks, including account setup, data entry, and maintenance across WM systems, electronic record management, and adherence to knowledgebase standards.
• Ensure accuracy and quality of team deliverables by enforcing data integrity standards and overseeing Quality Assurance (QA) of account setups and system updates.
• Coordinate with internal partners to support project execution, resolve issues, and maintain alignment across system and process changes.
• Implement, maintain, and enforce SOPs, standardized workflows, and knowledge management practices, including ownership and ongoing development of the team’s knowledge base.
• Lead continuous improvement efforts by identifying process gaps, conducting root cause analysis, and implementing solutions to improve performance and efficiency.
• Partner cross-functionally to improve data quality, system compliance, and end-to-end operational handoffs.
• Serve as the primary escalation point for complex, high-impact, or cross-functional operational issues.
• Lead change initiatives and implementation of new processes, tools, and enhancements, ensuring team adoption and sustained performance.
• Foster a culture aligned with WM’s core values, promoting accountability, safety, integrity, and continuous improvement to drive operational excellence and team performance.

Qualifications

• Bachelor's Degree (Accredited) in Science, Business Administration, Environmental or similar area of study, or in lieu of degree.
• High School Diploma or GED (accredited) and four (4) years of relevant work experience.
• 3 years of related work experience (in addition to education requirement).

Knowledge, Skills and Abilities

• Knowledge of corporate policies and procedures required.
• Proven experience with Microsoft Excel, Microsoft Word, and PowerPoint.
• Superior interpersonal skills for internal and external interactions.

Language Skills

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, general business periodicals, professional journals, technical procedures, and governmental regulations required.
• Ability to write routine reports and correspondence required.
• Ability to speak effectively before groups of customers and/or employees of organization is required.

Mathematical Skills

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers is required.
• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, area, circumference and volume is required.

Reasoning Ability

• Ability to prioritize and apply common sense to carry out instructions furnished in written, oral, or diagram form is required.
• Ability to deal with and solve practical problems is required.

Physical Requirements

• Normal office setting for this role is: Remote.
• Preferred hours are 8:30 am Central to 5:30 PM Central.
• Flexibility is required as this team covers the entire U.S.

Pay

The expected base pay range for this remote position is $77,000-98,000K. 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

• Competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability.
• Stock purchase plan.
• Company matching on a 401(k).
• Paid vacation, holidays, and personal days.
• Please note that benefits may vary by site.