POSITION SUMMARY: The Senior Manager, Customer Experience Optimization - ES is responsible for building, operationalizing, and continuously improving the infrastructure that enables a world class Environmental Solutions (ES) customer experience. The incumbent develops standardized processes, tools, training, and measurement frameworks that enhance the efficiency, consistency, and effectiveness of the ES Customer Experience (CX) organization. The Senior Manager Customer Experience Optimization - ES oversees a small team of managers and analysts responsible for operational metrics, SOP development, special project execution, waste profiling process support, and new hire onboarding and training. The incumbent partners cross functionally across ES, Operations, Safety, Compliance, Sales, and CE centers of excellence to drive alignment and accountability.
PRINCIPAL RESPONSIBILTIES:
- Develop, implement, and govern ES CX Standard Operating Procedures (SOPs) that drive consistency, compliance, and quality.
- Define and maintain clear roles and responsibilities across ES Customer Experience to eliminate ambiguity and enable effective workflow execution.
- Create and standardize templates, documentation, and quality frameworks for waste profiling, customer onboarding, and regulatory-driven customer interactions.
- Build and maintain ES specific performance dashboards, KPIs, and operational scorecards that provide visibility into customer experience, service performance, and compliance related workflow health.
- Partner with leadership to establish data driven performance expectations and accountability mechanisms.
- Lead root cause analysis and continuous improvement initiatives using data insights to drive operational effectiveness.
- Design and execute onboarding programs for new ES CX employees, ensuring consistent training on systems, compliance requirements, hazardous waste workflows, and customer interaction standards.
- Partner with Learning & Development and Safety/Compliance teams to ensure training content is current, accurate, and aligned to field requirements.
- Oversee ongoing skill building programs to elevate customer experience capabilities across the team.
- Lead cross functional initiatives that improve end-to-end ES customer experience, including workflow redesign, system enhancements, waste profiling process improvements, and technology adoption.
- Manage project plans, timelines, and stakeholder alignment for all assigned initiatives.
- Serve as a subject matter expert for regulated/hazardous waste workflows impacting customer experience.
- Partner with ES field leadership, Sales, Operations, Compliance, and CE teams to ensure alignment on customer experience strategies and process changes. Influence senior leaders through strong executive presence and data driven storytelling.
- Communicate effectively across all levels of the organization, including preparing executive ready updates, recommendations, and project communication.
- Foster a culture of accountability, collaboration, and customer zeal.
- Coaches and develops a team of professionals to assist in their development and attainment of necessary skills to lift performance. Monitors staff performance and drives performance improvement initiatives and ensures that service levels meet or exceed agreed upon standards.
- Performs other job-related duties as assigned or apparent.
QUALIFICATIONS:
- Strong project management discipline with the ability to drive complex initiatives through completion.
- Excellent verbal and written communication skills, with the ability to tailor messages for executives and frontline employees.
- Proven ability to define and document processes, SOPs, and training materials.
- Advanced analytical skills with experience developing metrics frameworks or dashboards.
- Experience in the hazardous waste, environmental services, or regulated waste industry - preferred.
- Knowledge of compliance and technical workflows tied to waste profiling, manifests, or environmental reporting - preferred.
- Lean, Six Sigma, or similar process improvement certification - preferred.
- Experience supporting or working within Environmental Solutions operations - preferred.
MINIMUM REQUIREMENTS:
- 7+ years of experience in customer experience, operations, process improvement, or program management.
- Demonstrated experience leading teams and managing cross functional initiatives.
This role will be working with our Environmental Solutions department within the Customer Experience organization. This person will be responsible of creating an org design of the department, developing performance metrics and KPIs, driving operational excellence and process improvement, integration and migration work, strengthening executive reporting, change management, and leading cross-functional programs. This is a hybrid role (4 days in office, 1 day remote) reporting to the Phoenix, AZ corporate headquarters.
Rewarding Compensation and Benefits
Eligible employees can elect to participate in:
- Comprehensive medical benefits coverage, dental plans and vision coverage.
- Health care and dependent care spending accounts.
- Short- and long-term disability.
- Life insurance and accidental death & dismemberment insurance.
- Employee and Family Assistance Program (EAP).
- Employee discount programs.
- Retirement plan with a generous company match.
- Employee Stock Purchase Plan (ESPP).
- Paid Time Off (PTO)
- Benefits: https://jobs.republicservices.com/us/en/about-us/benefits
The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.
EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law. For any concerns relating to Republic Services’ commitment to equal opportunity employment, you may contact the AWARE Line at 1-866-3-AWARE-4.
ABOUT THE COMPANY
Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.
In 2025, Republic’s total company revenue was $16.6 billion, and adjusted EBITDA was $5.3 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.
Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.
Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 42,000 team members understand that it's not just what we do that matters, but how we do it.
Our company values guide our daily actions:
- Safe: We protect the livelihoods of our colleagues and communities.
- Committed to Serve: We go above and beyond to exceed our customers’ expectations.
- Environmentally Responsible: We take action to improve our environment.
- Driven: We deliver results in the right way.
- Human-Centered: We respect the dignity and unique potential of every person.
We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 5.1 million people in 2024 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.
STRATEGY Republic Services’ strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers’ multiple waste streams through a North American footprint of vertically integrated assets. We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation. With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.
Recycling and Waste We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers’ specific needs.
Environmental Solutions Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need.
Sustainability Innovation Republic’s recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.
The Republic Services Polymer Center is the nation’s first integrated plastics recycling facility. These innovative sites process rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America.
Our customers are increasingly looking for decarbonization solutions, and we are leveraging our network of landfills to meet that need. Republic is committed to harnessing landfill gas, a natural byproduct of decomposing waste, and converting it to energy. Republic has partnered with renewable gas developers to construct Renewable Natural Gas (RNG) plants at our landfills, expanding beyond the 77 projects we currently have to make progress towards our goal to beneficially reuse 50% more biogas by 2030 (2017 baseline year).
RECENT RECOGNITION
- Barron’s 100 Most Sustainable Companies
- CDP Discloser
- Dow Jones Best-In-Class Indices
- Ethisphere’s World’s Most Ethical Companies
- Fortune World’s Most Admired Companies
- Great Place to Work
- Sustainability Yearbook S&P Global
