Director Customer Experience Operations

Republic Services • Full-time • Phoenix, AZ, US • 6h ago

POSITION SUMMARY: The Director of Customer Experience Operations is responsible for the strategic design, execution, and optimization of operational frameworks that enable a world-class customer experience in the Customer Resource Center (CRC). This includes enterprise-wide workforce management, service delivery oversight, capacity planning, budget management, data design, real-time performance management, and targeted reporting. A critical component of this role is the leadership and governance of the company’s Business Process Outsourcing (BPO) partnership. The Director ensures the BPO delivers exceptional customer experience, consistently meets service level agreements (SLAs), adheres to quality expectations, and aligns to budgetary goals. With a strong focus on Customer Zeal, this leader drives optimization across a large, geographically dispersed workforce operating across multiple channels and time zones—while shaping future state contact strategies and operational capabilities.

Principal Responsibilities

Sets the strategy and leads execution for short- and long term staffing, service delivery, and performance optimization across the Customer Resource Centers.
Oversees the enterprise Workforce Management (WFM) function, including forecasting, capacity planning, scheduling, real time management, and analytics to ensure consistent service levels.
Owns the governance, performance, and relationship management of the BPO partner, including operational oversight, SLA adherence, quality assurance alignment, budget management, and continuous improvement.
Analyzes contact center performance (internal + BPO) to proactively identify call volume issues, service level interruptions, and customer experience impact; leads corrective action plans.
Leads data design initiatives to optimize specific PODs and operating segments, improving customer experience and operational efficiency.
In partnership with CE and CRC leadership, champions innovative scheduling models that enhance employee experience and support business demand.
Provides regular updates to Customer Experience leadership on progress, risks, and strategic recommendations related to workforce optimization, service delivery, and BPO performance.
Guides the WFM and Operations teams to ensure understanding of organizational needs and identification of workforce or performance gaps.
Drives continuous improvement initiatives focused on customer experience, efficiency, and employee engagement.
Develops and maintains robust reporting processes ensuring integrity of performance metrics, cost and efficiency calculations, service summaries, customer satisfaction insights, and gap analyses.
Delivers clear reporting on team, skill, and center-level performance to inform operational decisions and future staffing models.
Coaches and develops staff in statistical modeling, forecasting, scheduling methodologies, vendor management best practices, and effective communication.
Oversee the creation of reporting functions that meet internal and external stakeholder expectations with accuracy and timeliness.
Create strategic recommendations to improve productivity, reduce total cost to serve, and elevate customer experience across both internal teams and the BPO.
Coaches and develops a team of professionals to assist in their development and attainment of necessary skills to lift performance. Monitors staff performance and drives performance improvement initiatives and ensures that service levels meet or exceed agreed upon standards.
Performs other job-related duties as assigned or apparent.

Knowledge / Skills / Abilities

Demonstrated experience leading or governing a BPO/vendor relationship with accountability for SLAs, quality, and budget performance.
Experience with IVR, telephony platforms, or large-scale technology rollouts.
Experience implementing or utilizing WFM software solutions.
Experience managing cross-functional, multi location teams.
Proven ability to multi task and prioritize in a fast-paced, rapidly changing environment.
Strong analytical, communication, and problem solving skills, with a demonstrated ability to convert insights into operational improvements.

Minimum Qualifications

Minimum 10 years of leadership experience in operations, or large-scale service delivery functions.

Rewarding Compensation And Benefits

Eligible employees can elect to participate in:

Comprehensive medical benefits coverage, dental plans and vision coverage.
Health care and dependent care spending accounts.
Short- and long-term disability.
Life insurance and accidental death & dismemberment insurance.
Employee and Family Assistance Program (EAP).
Employee discount programs.
Retirement plan with a generous company match.
Employee Stock Purchase Plan (ESPP).
Paid Time Off (PTO)
Benefits: https://jobs.republicservices.com/us/en/about-us/benefits

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.

About The Company

Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.

In 2023, Republic’s total company revenue was $14.9 billion, and adjusted EBITDA was $4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.

Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.

Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 41,000 team members understand that it's not just what we do that matters, but how we do it.

Our Company Values Guide Our Daily Actions

Safe: We protect the livelihoods of our colleagues and communities.
Committed to Serve: We go above and beyond to exceed our customers’ expectations.
Environmentally Responsible: We take action to improve our environment.
Driven: We deliver results in the right way.
Human-Centered: We respect the dignity and unique potential of every person.

We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 4.6 million people in 2023 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.

STRATEGY

Republic Services’ strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers’ multiple waste streams through a North American footprint of vertically integrated assets.

We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation.

With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.

Recycling and Waste

We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers’ specific needs.

Environmental Solutions

Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need.

SUSTAINABILITY INNOVATION

Republic’s recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.

The Republic Services Polymer Center is the nation’s first integrated plastics recycling facility. This innovative site processes rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America.

We continue to advance decarbonization at our landfills. As demand for renewable energy continues to grow, we have 70 landfill gas-to-energy projects in operation and plan to expand our portfolio to 115 projects by 2028.

RECENT RECOGNITION