Waste Management Manager Customer Experience I in Phoenix, Arizona
I. Job Summary Responsible for strategic development and tactical execution of customer-facing communications. This includes customer service and marketing notices, social media and web content, IVR scripting, and chat and email templates. Manages governance and oversight of enterprise proactive customer communications via video, audio and written communications. May also include employee desktop instructions as well as communications, readiness and engagement materials for internal CE (Customer Experience) audiences. Will collaborate with process owners and business leaders to define appropriate style and messaging.
II. Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
Develop strategies and tactical communications for proactive customer communications. Develop and update content for publication on wm.com and related corporate websites. Develop scripting for internal IVR and voice messages and provide corresponding voice recordings. Write chat and email communications for customer-facing messages following internal guidelines for style, usage and quality. Develop text for employee desktop workflow instructions and descriptions. Ensure performance management programs are executed and that goals are being met consistently. III. Supervisory Responsibilities
Not normally requires to supervise others IV. Qualifications The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Required: Bachelor’s Degree and 5+ years experience in business writing or internal communications; 3+ years experience in customer and employee engagement; 5+ years experience with social media/web-based business communication and email-based customer communications Preferred: 3+ years experience with graphic design, videography and video editing, audio voice-over and project management
B. Certificates, Licenses, Registrations or Other Requirements
C. Other Knowledge, Skills or Abilities Required
Call center or customer service experience Strong interpersonal and relationship skills Analytical and problem-solving skills Experience with AP Writing Style (WM style preferred) Strong project management skills; working knowledge of group infrastructure
Experience in leading/motivating large, diverse teams
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. · Ability to travel up to 40%
Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day; Required to exert physical effort in handling objects less than 30 pounds rarely; Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely; Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely; Normal setting for this job is: office setting.
I understand that applying to this job indicates that I have the legal right to work in the United States. I agree to perform physical duties of this position as outlined in the job with or without reasonable accommodations. I understand that if offered the position, I will be required to pass a drug screen.