Customer Excellence Manager

Company Description

Veolia in North America is the top‑ranked environmental company in the United States for three consecutive years, and the country's largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

Position Purpose

The position owns the service delivery process. Its purpose is to deliver excellent service to customers and “ring the cash register” – meeting as many customer needs as possible and reducing the time from order through to cash. To do so, the role ensures the team identifies and resolves systematic issues in the service delivery process.

Primary Duties and Responsibilities

• Manage, develop and inspire a team comprising Customer Technical Advisors, Technical and Regulatory Specialists, and a Contract Control Manager; exercise responsibility for billing on behalf of the branch.
• Own the service delivery process from account planning, through taking orders, ensuring regulatory approval, task scheduling/operations, through to billing, minimizing mistakes by investigating and addressing systematic causes of rework and disruptions.
• Set customer service expectations for Customer Technical Advisors; performance‑manage and coach them to deliver targets; manage Net Promoter scores.
• Maintain a small, expert Technical and Regulatory Specialist team focused on high‑value advice, checking, and identifying systemic issues rather than day‑to‑day band‑aids.
• Ensure smooth handover of new customers from Sales Representatives to Account Managers/Customer Technical Advisors, and from Inside Sales to Customer Technical Advisors.
• Ensure Project Managers (onsite coordinators) route requests through Customer Technical Advisors rather than short‑circuiting the delivery process.
• Maintain a clear division and collaborative working relationship between Customer and Operations functions.
• Ensure the Customer Excellence team identifies growth opportunities and shares them with the growth team.
• Report progress on high customer service standards and reduction of unbilled work to the GM and SVP Operations.

Qualifications

• High School Diploma/GED (required).
• Several years of experience in customer, technical and operational roles at Veolia or a similar organization.
• Technical knowledge or experience of waste transport, disposal and recycling (from a degree or from experience).
• Track record of delivering performance improvement.
• Track record of building teams and fostering collaboration among diverse personnel.

Knowledge, Skills, and Abilities

• Strong accounting, P&L, and cash‑management skills.
• Strong customer‑mindset.
• Deep technical knowledge/experience of waste transport, disposal and recycling.
• Strong systems focus – desire to address root causes of issues rather than adding band‑aids.
• Ability to own and account for performance to senior leadership.
• Ability to manage a diverse team and ensure they deliver more than the sum of their parts.

Benefits

• Paid time off policies.
• Health, dental, vision, and life insurance.
• Savings accounts.
• Tuition reimbursement.
• Paid volunteering opportunities.
• Employer‑sponsored 401(k) retirement plan.