Sr. Manager Customer Experience

Position Summary

The Senior Manager of Customer Experience directs the execution of customer care operations by leading Customer Care Team Managers, establishing performance standards, and implementing service delivery strategies to provide consistently exceptional customer experience and support Casella's operational and growth objectives. The role develops and executes customer care strategies by leveraging performance analytics, workforce planning, coaching methodologies, and continuous improvement practices to improve customer satisfaction, increase customer retention, and enhance operational efficiency.

The position strengthens organizational capacity by onboarding and integrating newly acquired teams into the Casella Customer Care model to standardize service excellence, accelerate employee engagement, and ensure alignment. The Senior Manager serves as the voice of the customer by partnering with cross-functional stakeholders, analyzing customer insights, and influencing business decisions to drive service improvements, strengthen customer loyalty, and support long-term business performance.

Hiring range: $82,770-$103,500

Key Responsibilities

• Directs customer care operations by leading Customer Care Team Managers, establishing performance expectations, and aligning service delivery practices to ensure consistent achievement of customer experience, productivity, and quality objectives.
• Develops customer care strategies through analysis of customer trends, operational performance metrics, and organizational priorities to drive customer retention, service excellence, and long-term business growth.
• Establishes performance measurement frameworks by defining key performance indicators, monitoring operational results, and implementing corrective action plans to ensure continuous improvement and accountability across customer care functions.
• Leads leadership and workforce development initiatives through coaching, mentoring, succession planning, and talent management practices to build a high-performing and engaged customer care organization.
• Resolves complex customer escalations by collaborating with field operations, sales, billing, and support teams to ensure timely resolution of critical issues and preservation of customer relationships.
• Implements process improvement initiatives through evaluation of workflows, customer feedback, technology capabilities, and service delivery practices to improve operational efficiency, service quality, and customer satisfaction.
• Facilitates the integration of newly acquired customer care teams by providing onboarding leadership, training programs, operational guidance, and change management support to achieve seamless transitions and consistent application of Casella service standards.
• Collaborates with cross-functional business leaders through customer insight sharing, strategic planning activities, and voice-of-customer initiatives to align customer care priorities with enterprise objectives and service innovation efforts.
• Ensures compliance with organizational policies and regulatory requirements by monitoring operational practices, reinforcing safety standards, and maintaining adherence to applicable employment laws and regulations to minimize organizational risk and maintain a safe and compliant workplace.

Nature & Scope

The Senior Manager, Customer Care operates within a fast-paced, customer-centric environment supporting Casella's integrated waste, recycling, and resource management operations. The Customer Care function serves as a critical connection point between customers and operational teams, directly influencing customer satisfaction, retention, revenue preservation, and brand reputation. The position functions within a dynamic environment characterized by evolving customer expectations, operational complexity, regulatory requirements, business acquisitions, and a continuous focus on service excellence.

The role supports an organization committed to growth through both organic expansion and acquisitions. As customer expectations evolve and operational demands increase, the position must balance strategic customer experience initiatives with day-to-day operational execution while ensuring service consistency across multiple geographic regions and service channels.

The Senior Manager of Customer Experience reports directly to the Director of Customer Care Center Operations and serves as a key member of the customer experience leadership team. The position provides direct leadership to Customer Care Team Managers and maintains indirect responsibility for frontline Customer Care Representatives operating across multiple teams, locations, or operational segments.

The role regularly collaborates with peer leaders within Operations, Sales, Billing, Information Technology, Human Resources, Marketing, and Business Integration functions. Success requires the ability to influence outcomes beyond direct reporting relationships and build alignment among cross-functional stakeholders whose priorities may vary.

The Senior Manager, Customer Care is responsible for translating organizational objectives into effective customer care strategies, processes, and performance outcomes. The position establishes operational priorities, monitors service effectiveness, develops leadership capability, and ensures that customer interactions consistently reflect Casella's service standards and values.

A significant component of the role involves developing management talent, creating accountability systems, and implementing scalable processes that support both current operations and future organizational growth. The position also serves as a strategic advocate for customers by identifying service gaps, analyzing customer feedback, and recommending operational and technology improvements that enhance the overall customer experience.

The role is required to address a broad range of complex business challenges that often involve competing priorities, incomplete information, and diverse stakeholder interests. Typical challenges include balancing service quality with productivity expectations, mitigating customer dissatisfaction during service disruptions, integrating newly acquired teams into standardized operating models, and managing workforce performance across geographically dispersed teams.

Problem-solving extends beyond established procedures and frequently requires independent analysis, judgment, and innovation. The incumbent must evaluate customer trends, operational data, workforce dynamics, and business objectives to develop solutions that improve performance while maintaining positive customer and employee experiences. Strategic thinking and the ability to anticipate emerging issues are essential components of success in the position.

The Senior Manager, Customer Care operates with substantial latitude in managing customer care operations, developing departmental initiatives, and recommending service improvements. The incumbent is expected to exercise independent judgment in establishing priorities, allocating resources, coaching leaders, managing performance, and resolving escalated customer concerns.

Performance is evaluated based on achievement of customer experience metrics, operational efficiency targets, employee engagement outcomes, service quality results, and successful execution of strategic initiatives. The position works within established corporate policies, financial guidelines, and regulatory requirements while independently determining the most effective methods for achieving departmental objectives. Significant policy changes, major budget decisions, or enterprise-wide strategic initiatives are typically reviewed with the Director, Customer Care.

Internally, the position maintains regular interaction with executive leadership, customer care leadership teams, operations leaders, sales teams, billing functions, information technology teams, human resources professionals, training personnel, and acquisition integration partners. These interactions involve influencing decisions, securing alignment, resolving operational issues, and advancing strategic customer experience initiatives.

Externally, the role may engage with customers, prospective customers, vendors, technology providers, consultants, and acquisition-related stakeholders. Communications frequently involve issue resolution, relationship management, performance discussions, and influencing outcomes that impact customer satisfaction and business performance.

Education, Experience & Qualifications

The successful candidate will possess a bachelor’s degree in business administration, communications, organizational leadership, or a related field, or an equivalent combination of education and relevant professional experience. A minimum of six (6) years of progressive leadership experience within customer care, customer service, call center, or customer experience functions is required, including demonstrated success leading managers and large customer-facing teams in a fast-paced environment.

The ideal candidate will possess experience developing customer service strategies, managing operational performance metrics, implementing process improvements, and driving employee engagement initiatives. Experience utilizing CRM platforms, contact center technologies, workforce management tools, Office 365 applications, and customer experience analytics is preferred. Prior experience supporting organizational growth initiatives, business integrations, or the onboarding of newly acquired teams is highly desirable. The position requires a valid driver's license and the ability to travel up to 25% as business needs require.

Attributes

A strategic and customer-focused leader who effectively balances operational execution with long-term organizational objectives while building high-performing teams. The incumbent demonstrates exceptional leadership, communication, analytical, and change management capabilities while fostering a culture of accountability, continuous improvement, collaboration, and service excellence.