Customer Experience Project Manager Jobs in Springfield, MA

I. Job Summary

The Customer Experience Manager (CEM) is responsible for leading a team of Customer Service Managers (CSMs) in the execution of inbound contact center operations supporting an assigned region. The CEM partners closely with Contact Center leadership, Human Resources, and internal business partners to drive operational excellence, employee engagement, and customer satisfaction across the Contact Center organization.

This role is accountable for analyzing performance trends, setting strategic priorities, developing frontline leadership capabilities, and ensuring consistent execution of organizational standards related to performance management, coaching, employee development, and operational results.

In partnership with the Manager of Customer Engagement, the CEM serves as a liaison to Area Leadership teams, providing Contact Center performance insights, operational reporting, and action plans that support business objectives and continuous improvement.

II. Essential Duties and Responsibilities

• Lead and develop a team of Customer Service Managers responsible for delivering operational, customer experience, and employee engagement results within an assigned region.
• Utilize operational data, reporting, and business insights to identify performance strengths and opportunities, establish priorities, and develop action plans that drive continuous improvement.
• Establish and communicate strategic and performance objectives in alignment with Contact Center leadership priorities and organizational goals.
• Validate execution of performance management, coaching, and development routines to ensure leadership effectiveness and alignment with organizational standards.
• Monitor and drive performance against key operational and customer experience metrics, ensuring accountability and achievement of established goals.
• Partner with Human Resources and leadership teams to cultivate a culture of accountability and performance, support employee relations, develop talent, drive succession planning, and advance workforce engagement initiatives.
• Serve as a liaison between Contact Center Operations, the Manager of Customer Engagement, and Area Leadership teams, providing performance insights, operational reporting, and action plans that support business objectives and continuous improvement.
• Lead and influence cross-functional initiatives that enhance employee engagement, improve customer experience, and support organizational performance objectives.

III. Qualifications
A. Required Qualifications

• Candidates must live and work in the US
• Bachelor's Degree (accredited), or in lieu of degree
• High School Diploma or GED (accredited) and 4 years of relevant work experience
• 2 years direct call center management experience (in addition to education requirement)

B. Preferred Qualifications
IV. Physical Requirements
Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
Remote opportunity; 10% travel as needed.
 

PAY: The expected base pay range for this remote position across the U.S is $108,600 - 143,900.00. 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, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.

WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of postconsumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gastoelectricity plants in North America. WM's fleet includes more than 12,000 natural gas trucks - the largest heavyduty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company's sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States:  WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada:  WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSAapproved alternative.