[Hiring] Project Manager, Customer Experience @Waste Management, Inc. (WM)

Role Description

This position is responsible for managing specific Customer Experience projects through requirements definition, planning and implementation. This role has direct responsibility for working with the business owners as needed to improve customer resolution and thereby improve loyalty and intermediate these requests with Stericycle's technical teams.

• Design optimal experiences for customers across all channels (web, IVR, mobile, social, etc.) and stages of the customer relationship lifecycle.
• Complete departmental projects to improve customer outcomes and operational efficiency.
• Enhance operational processes between CE and operations teams, improving user experience in Salesforce via Horizon and other projects.
• Support ongoing CE Agent Assist tool design, development, and implementation.
• Work with cross-functional teams to define and scope Customer Experience projects.
• Create and communicate concepts, design rationale, and findings to the organization.
• Identify requirements with business team members and provide them to technical development resources.
• Create clear and consistent documentation.
• Assist in defining features and functions for specific projects as required.
• Meet with business sponsors regularly to communicate project progress and discuss issues.
• Resolve issues with the appropriate level of management.
• Partner with Training, operational management, and other teams to ensure staff is prepared for project releases.
• Support the solution of production issues in Stericycle’s Customer Experience environment.

Travel Required

Qualifications

• Business, Engineering or equivalent experience in similar roles.
• Overseeing projects in organizations of the same size and complexity.

Requirements

• This job primarily requires the use of standard office equipment such as computers, phones, etc.

Benefits

• Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability.
• Stock Purchase Plan and Company match on 401K.
• Paid Vacation, Holidays, and Personal Days.
• Benefits may vary by site.