POSITION SUMMARY: The Senior Manager, Customer Zeal Operations plays a pivotal leadership role in the development and delivery of the customer experience roadmap, strategically prioritizing customers' needs and business outcomes to focus the organization on successfully delivering what matters most. The incumbent is instrumental in designing and implementing retention strategies and loyalty initiatives that enhance customer lifetime value. The Senior Manager, Customer Zeal Operations will lead project execution through strategic planning, cross-functional alignment, implementation activities and change management. The incumbent will oversee, maintain, and evolve the customer experience roadmap to focus on the highest impact functionality for customers while driving significant business efficiencies, customer loyalty, and measurable value.PRINCIPAL RESPONSIBILITIES:<ul><li>Translate customer experience vision into executable roadmaps and implementation plans, coordinating interdependent improvements across the organization.</li><li>Design and implement governance structures for complex customer initiatives, ensuring alignment between business requirements and technical solutions.</li><li>Develop and implement proactive retention strategies and early warning systems for high-value and at-risk customer segments.</li><li>Lead the design and execution of customer zeal initiatives through data analysis, managing strategic elements of the customer experience roadmap.</li><li>Design and implement value-based loyalty initiatives.</li><li>Direct change management programs that support customer needs and organizational priorities, including impact analysis and adoption measurement.</li><li>Identify and implement process improvements to streamline customer experience delivery, working with SMEs to develop effective training tools and implementation resources.</li><li>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.</li><li>Performs other job-related duties as assigned or apparent.</li></ul>QUALIFICATIONS:<ul><li>Proven track record of implementing customer experience initiatives with measurable results</li><li>Excellent project management and cross-functional leadership abilities</li><li>Strong communication skills with ability to translate complex concepts to various stakeholders</li><li>Results oriented and good time management skills with an ability to understand key milestones and objectives while leading groups of internal and external resources to meet project goals.</li><li>Experience with qualitative and quantitative analysis.</li><li>Written and verbal communication skills, with the ability to create, process, and design content in PowerPoint, Word, Excel.</li></ul>MINIMUM REQUIREMENTS:<ul><li>7 - 10 years of experience in customer experience strategy, program management, or related roles.</li></ul>Rewarding Compensation and BenefitsEligible 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 &amp; 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: <a href="https://jobs.republicservices.com/us/en/about-us/benefits">https://jobs.republicservices.com/us/en/about-us/benefits</a>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.  ABOUT THE COMPANYRepublic 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 2023, Republic’s total company revenue was $14.9 billion, and adjusted EBITDA was $4.4 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 41,000 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:<ul><li>Safe: We protect the livelihoods of our colleagues and communities.</li><li>Committed to Serve: We go above and beyond to exceed our customers’ expectations.</li><li>Environmentally Responsible: We take action to improve our environment.</li><li>Driven: We deliver results in the right way.</li><li>Human-Centered: We respect the dignity and unique potential of every person.</li></ul>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 4.6 million people in 2023 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.   STRATEGYRepublic 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 WasteWe 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 SolutionsOur 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 INNOVATIONRepublic’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. This innovative site processes 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.We continue to advance decarbonization at our landfills. As demand for renewable energy continues to grow, we have 70 landfill gas-to-energy projects in operation and plan to expand our portfolio to 115 projects by 2028.RECENT RECOGNITION<ul><li>Barron’s 100 Most Sustainable Companies</li><li>CDP Discloser</li><li>Dow Jones Sustainability Indices</li><li>Ethisphere’s World’s Most Ethical Companies</li><li>Fortune World’s Most Admired Companies</li><li>Great Place to Work</li><li>Sustainability Yearbook S&amp;P Global</li></ul>

At Republic Services, we're guided by five essential core values to be Respectful, Responsible, Reliable, Resourceful, and Relentless in all we do, every day. Our highly passionate, professional team is reminded of these principles every time they see the five R's joined together to form the Republic Services Star. It's what makes us who we are, reminding us to keep our customers at the heart of it all.Republic Services, Inc. was incorporated in 1996 with a can do

Senior Manager, Customer Zeal Operations

POSITION SUMMARY:&nbsp;The Senior Manager, Customer Zeal Operations plays a pivotal leadership role in the development and delivery of the customer experience roadmap, strategically prioritizing customers' needs and business outcomes to focus the organization on successfully delivering what matters most. The incumbent is instrumental in designing and implementing retention strategies and loyalty initiatives that enhance customer lifetime value. The Senior Manager, Customer Zeal Operations will lead project execution through strategic planning, cross-functional alignment, implementation activities and change management. The incumbent will oversee, maintain, and evolve the customer experience roadmap to focus on the highest impact functionality for customers while driving significant business efficiencies, customer loyalty, and measurable value.PRINCIPAL RESPONSIBILITIES:<ul><li>Translate customer experience vision into executable roadmaps and implementation plans, coordinating interdependent improvements across the organization.</li><li>Design and implement governance structures for complex customer initiatives, ensuring alignment between business requirements and technical solutions.</li><li>Develop and implement proactive retention strategies and early warning systems for high-value and at-risk customer segments.</li><li>Lead the design and execution of customer zeal initiatives through data analysis, managing strategic elements of the customer experience roadmap.</li><li>Design and implement value-based loyalty initiatives.</li><li>Direct change management programs that support customer needs and organizational priorities, including impact analysis and adoption measurement.</li><li>Identify and implement process improvements to streamline customer experience delivery, working with SMEs to develop effective training tools and implementation resources.</li><li>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.</li><li>Performs other job-related duties as assigned or apparent.</li></ul>QUALIFICATIONS:<ul><li>Proven track record of implementing customer experience initiatives with measurable results</li><li>Excellent project management and cross-functional leadership abilities</li><li>Strong communication skills with ability to translate complex concepts to various stakeholders</li><li>Results oriented and good time management skills with an ability to understand key milestones and objectives while leading groups of internal and external resources to meet project goals.</li><li>Experience with qualitative and quantitative analysis.</li><li>Written and verbal communication skills, with the ability to create, process, and design content in PowerPoint, Word, Excel.</li></ul>MINIMUM REQUIREMENTS:<ul><li>7 - 10 years of experience in customer experience strategy, program management, or related roles.</li></ul>Rewarding Compensation and BenefitsEligible employees can elect to participate in: • Comprehensive medical benefits coverage, dental plans and vision coverage. • Health care and dependent care spending accounts.&nbsp; • Short- and long-term disability. • Life insurance and accidental death &amp; 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: <a href="https://jobs.republicservices.com/us/en/about-us/benefits">https://jobs.republicservices.com/us/en/about-us/benefits</a>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.&nbsp; 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.&nbsp;&nbsp;ABOUT THE COMPANYRepublic 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.&nbsp;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 2023, Republic’s total company revenue was $14.9 billion, and adjusted EBITDA was $4.4 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 41,000 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:<ul><li>Safe: We protect the livelihoods of our colleagues and communities.</li><li>Committed to Serve: We go above and beyond to exceed our customers’ expectations.</li><li>Environmentally Responsible:&nbsp;We take action to improve our environment.</li><li>Driven: We deliver results in the right way.</li><li>Human-Centered:&nbsp;We respect the dignity and unique potential of every person.</li></ul>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 4.6 million people in 2023 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. &nbsp;&nbsp;STRATEGYRepublic 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. &nbsp;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 WasteWe 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 SolutionsOur 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.&nbsp; SUSTAINABILITY INNOVATIONRepublic’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. This innovative site processes 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.We continue to advance decarbonization at our landfills. As demand for renewable energy continues to grow, we have 70 landfill gas-to-energy projects in operation and plan to expand our portfolio to 115 projects by 2028.RECENT RECOGNITION<ul><li>Barron’s 100 Most Sustainable Companies</li><li>CDP Discloser</li><li>Dow Jones Sustainability Indices</li><li>Ethisphere’s World’s Most Ethical Companies</li><li>Fortune World’s Most Admired Companies</li><li>Great Place to Work</li><li>Sustainability Yearbook S&amp;P Global</li></ul>

Senior Manager, Customer Zeal Operations

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Republic Services

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