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 Resourc