Customer Experience and Optimization Manager

Description Come join the largest independent Medical Waste Service Provider in the country for an exciting opportunity! We provide essential environmental services to healthcare facilities and commercial partners nationwide. Join a stable, growing industry that offers long-term career development across 35+ locations. As a Customer Experience and Optimization Manager, you will play a critical role in strengthening customer relationships, ensuring compliance within regulated medical waste services, and identifying opportunities for operational improvement and revenue growth. This position is ideal for a customer-focused professional who thrives in a fast-paced, multi-site environment and enjoys partnering across teams to drive performance and enhance the overall customer experience. Key Responsibilities Build and maintain strong, trusted relationships with key customer contacts across assigned accountsConduct and support site audits alongside operations leadership to ensure compliance with regulated medical waste standardsGenerate and analyze reports by extracting, organizing, and synthesizing data from multiple sources, delivering clear and actionable insights for customer presentationsProvide proactive and on-demand customer training on waste segregation, safety protocols, and compliance best practicesIdentify opportunities for operational improvement, waste reduction, and cost efficiency across customer sitesMonitor customer satisfaction and proactively address concerns to improve retention and service qualityPartner with Operations to conduct quarterly business reviews and evaluate account performanceIdentify and support revenue growth opportunities within existing accounts, including contract optimization and referralsMaintain detailed documentation of site visits, customer interactions, and improvement recommendationsSupport new account implementations to ensure smooth onboarding and service executionCollaborate cross-functionally with Sales and Operations to align on customer needs and business objectives.Perform additional duties as needed Requirements Bachelor’s degree in Business, Healthcare Administration, Environmental Services, or related field preferred2+ years of experience in account management, customer success, or business development, preferably in healthcare, environmental services, or a regulated industryExperience managing large, multi-site customer accounts with revenue portfolios of $5M+ preferredStrong communication and relationship-building skills, both written and verbalHighly organized with strong attention to detail and the ability to manage multiple prioritiesProficient in Microsoft Excel and comfortable working with CRM and reporting toolsAbility to identify customer risks and proactively develop retention and optimization strategiesWillingness and ability to travel throughout Louisiana, including occasional overnight staysAbility to travel 75% of the time Why Join Sharps Sharps Medical Waste Services offers a mission-driven, collaborative environment where employees contribute directly to meaningful operational impact. In this role, you will play a central part in maintaining financial integrity, supporting audits, and enabling data-driven decisions that help Sharps grow and scale responsibly. You will gain exposure to cross-functional operations and the opportunity to help implement innovative finance processes. EEO Statement Sharps Medical Waste Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.