Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects. **I. Job Summary** Provides project support for Customer Experience systems and processes. Design and maintain requirements to enhance our Customer Experience systems for both internal systems and customer-facing systems, aligned with WM’s digital transformation strategies, goals, and standards. Perform extensive analysis and recommend solutions to leaders in Customer Experience and other departments to grow and improve the business through efficient workflows that support economies of scale and quality reporting and standards. Develop and execute ongoing stakeholder engagement routines, as well as complete ad-hoc analysis and insights to identify opportunities for operational or performance improvements leading to cost reductions, efficiency gains or improvements to the employee and customer experience. Collaborate with both intra- and inter-departmental partners to establish and deliver comprehensive holistic analysis and information. **II. Essential Duties and Responsibilities** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned. **Stakeholder Engagement & Collaboration** + Leads stakeholder engagement and discovery sessions to identify pain points and optimize agent workflows and online contact-back operations, driving improvements in customer support efficiency and experience. + Collaborates with cross-functional teams to align on enhancements and drive business outcomes, in line with enterprise quality and process standards and best practices + Influences stakeholders to support initiatives through data-backed recommendations and strategic communication. **Analysis & Insights** + Conducts ad-hoc and structured analysis across multiple data sources to uncover trends, issues, and opportunities within the Customer Experience ecosystem. + Designs and maintains reporting tools and workflows to support data-driven decision-making. + Delivers clear, actionable insights and recommendations to senior leadership through executive-level presentations. + Provides qualitative and quantitative analysis to inform strategic business decisions. **Project & Program Leadership** + Manages and contributes to cross-functional projects and programs aimed at improving Customer Experience systems and processes. + Leads initiatives that enhance operational efficiency, scalability, and customer satisfaction. + Tests and evaluates business processes and solutions, recommending improvements aligned with company and department goals. + Maintains a prioritized list of potential enhancements in collaboration with leadership and subject matter experts. + Ensures alignment with company goals and protects proprietary and confidential information. **III. Supervisory Responsibilities** + No direct supervisory responsibilities, but a successful candidate is expected to mentor junior analysts. **IV. Qualifications** The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US. A. Education and Experience + Education: Bachelor’s Degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and four (4) years of relevant work experience. + Experience: Seven (7) years relevant business experience working within a fast-paced, challenging contact center operations environment (in addition to education requirement). B. Certificates, Licenses, Registrations or Other Requirements + None required C. Other Knowledge, Skills or Abilities Required + Strong working knowledge of Excel and mathematical modeling to uncover trends or data discrepancies + Experience writing SQL queries for ad-hoc analysis + Ability to create process flows and mockups to illustrate changes in existing processes or user interfaces + Excellent organizational, analytical, decision-making, and problem-solving skills + Attention to detail and accuracy required + Analytical skills that allow for the development of data-driven reports + Demonstrated effective time management and prioritization skills + Strong written and verbal communication skills to effectively convey findings up and down the organizational hierarchy + Effective interpersonal and relationship-building skills + Excellent critical thinking skills to help solve business problems and make decisions + Strong presentation skills - experience developing executive presentations, succinct storytelling and ability to make the complex simple + General knowledge of business operations, objectives, strategies, processes, systems, and information flow + Build and maintain successful collaborative partnerships with intra- and inter-departmental leaders, subject matter experts (SMEs), and key business stakeholders necessary to achieve business objectives + Integrity and discretion regarding access, utilization, and dissemination of proprietary and confidential information **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. + Normal setting for this job is: remote + Occasional travel is required to support Leadership team as required. The expected pay range for this remote position across the U.S is $85K- 105,000K. 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 Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our 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. Equal Opportunity Employer: Minority/Female/Disability/Veteran