Senior Manager - Customer Onboarding

Job Summary

The Senior Manager, Customer Onboarding is responsible for the planning, directing, and managing of the Launch and Project Services Departments. This role oversees and leads the work of multiple operational teams involved in the implementation and/or de-implementation of new, renewing, or existing customers for WM (SBS), as well as ongoing project-based work.

Essential Duties And Responsibilities

• Provide oversight and direction to multiple operational teams consisting of Launch Manager, Launch Supervisors, Project Services Project Managers, and BA responsible for the project management and execution of multiple ongoing customer implementations, de-implementations, projects, and tasks.
• Establish and maintain a high level of customer satisfaction for new, renewing National Account clients and clients with ongoing project work.
• Manage the overall operational and budgetary responsibilities and activities of the department, including but not limited to the "cost of launch" and working to reduce said cost.
• Adapt and pivot to customer needs through demonstrated knowledge of the business and processes to provide a customer onboarding and project-based experience that meets and exceeds customer expectations.
• Perform daily, weekly, and monthly project tracking across the department, including progress, key performance indicators, resource management, workforce allocation/tracking, and workflow supervision of multiple projects.
• Ensure all customer-facing launch and project status dashboards are up to date to ensure the customer has the most current information and statuses.
• Plan, evaluate, and improve the efficiency of departmental and inter-departmental business processes and procedures to enhance speed, quality, efficiency, and output.
• Establish and maintain relevant departmental controls and feedback systems to monitor the operation of the department.
• Cook up and maintain productive working relationships with leaders and employees of other departments, customers, vendors, and WM’s Operational (Market) Areas.
• Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.

Qualifications

• Required: Bachelor's Degree (accredited) in relationship management, sales, marketing, business administration or similar area of study, or in lieu of degree, High School Diploma or GED (accredited) and four (4) years of relevant work experience. Eight (8) years of related work experience (in addition to education requirement).
• Preferred: Bachelor's Degree (accredited) in relationship management, sales, marketing, business administration or similar area of study, or in lieu of degree, High School Diploma or GED (accredited) and four (4) years of relevant work experience. Ten (10) years of related work experience (in addition to education requirement).

Physical Requirements

This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc. The expected base pay range for this hybrid position is $119,500-$182,000. This range 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. Benefits at WM include 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.