Project Manager, Customer Experience

Stericycle is now part of WM.  To learn more about WM's acquisition of Stericycle, CLICK HERE to read the press release.

I. Job Summary

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.

II. Essential Duties and Responsibilities
 

• Under the leadership of the Customer Experience Technology Manager, this position is responsible for designing optimal experiences for customers, to continuously improve their experience across all channels (web, IVR, mobile, social etc) and across all stages of the customer relationship lifecycle.
• Completes departmental projects as required to improve customer outcomes and operational efficiency. Strong focus on improving operational process between CE and operations teams, enhancing the user’s experience in Salesforce via Horizon and other projects. Supports ongoing CE Agent Assist tool design, development and implementation as it iterates. 
• Works with cross-functional teams to define and scope Customer Experience projects including the deployment of processes to ensure consistent, exceptional customer service.
• Effectively creates and communicates concepts, design rationale and findings to the organization.
• Works with business team members to identify requirements. Provides requirements to technical development resources to translate into technical designs. Creates clear and consistent documentation.
• Assists in defining features and functions for specific projects, as required by project needs. Pulls in subject matter experts to address issues, as needed.
• Meets with business sponsors on a regular basis to communicate project progress and discuss issues. Resolves issues with the appropriate level of management. Partners with the Training, operational management and other teams within the department to ensure staff is prepared for project releases.
• Supports the solution of production issues in the Stericycle’s Customer Experience environment dealing with internal teams and external vendors when necessary.
• Travel Required

III. Qualifications 

Preferred Qualifications 

• Business, Engineering or equivalent experience in similar roles

• Overseeing projects in organizations of the same size and complexity

   

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. This job primarily requires the use of standard office equipment such as computers, phones, etc.

The expected base pay for this remote position across the U.S. is $84,700. This 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.

V. 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. 

 

If this sounds like the opportunity that you have been looking for, please click Apply.