Customer Experience Manager - Channel Partners

Exciting Opportunity to Join Our Legacy of Environmental Leadership!

Location: Headquartered in Indianapolis, with 2,000+ employees nationwide

About Us: At Heritage Environmental Services, we are more than just a company; we are pioneers in industrial waste management, committed to creating a cleaner, safer world. Since our inception during the environmental movement of the 1970s, we've been at the forefront of solving complex environmental challenges. With a dedicated team spread across the United States, we provide innovative and compliant solutions to thousands of clients in diverse industries.

Why Heritage?

• Impactful Work: Be part of a team that makes a real difference. Our comprehensive services range from hazardous waste management and emergency response to onsite support and technical solutions, allow us to solve our customers waste challenges. We are part of the solution. We don't generate any waste ourselves.
  
  
• Growth Opportunities: At Heritage, your contribution is valued beyond your job title. We believe in the power of continuous learning and growth, encouraging every employee to expand their skills and take on new challenges.
  
  
• Safety First: Your health and safety are our top priorities. We foster a culture where every employee is empowered to act safely and ensure the well-being of their colleagues. Our mantra is Safe and Compliant, or Not at All.
  
  
• Collaborative Environment: Together we can achieve much more. Join a supportive and dynamic team where your ideas and efforts are recognized and rewarded.

Our Commitment: We are dedicated to fostering an inclusive and innovative workplace where every employee can thrive. As part of our team, you will have the freedom to contribute your expertise wherever needed, ensuring the success of our mission to protect the environment.

Our Ambition: Leading the Way in Hazardous Waste Management Our goal is to become the fastest-growing and most profitable hazardous waste platform, powered by industry-leading, end-to-end capabilities. We aim to be the top choice for our customers, driven by a high-performing team that thrives on solving challenges, continuous learning, and growth.

Exciting News: Heritage Environmental Services is now backed by the EQT Infrastructure VI fund, enhancing our capabilities, and expanding our reach. EQT is a dynamic global investment powerhouse managing EUR 232 billion in assets (EUR 128 billion fee-generating). With a focus on Private Capital and Real Assets, EQT owns and supports leading companies across Europe, Asia-Pacific, and the Americas, fostering sustainable growth, operational excellence, and market leadership. This exciting ownership positions us for even greater impact and growth in the future.

Customer Experience Manager, Channel Partners
As the Customer Experience (CX) Manager, Channel Partners, you will lead a team of essential employees within our Channel Partners pillar. You will work alongside your team and offer them guidance and support, while mentoring and acting as a source of inspiration. You will act as a liaison between Customer Experience and other departments. You will be responsible for hiring and training new employees, as well as carrying out disciplinary actions as needed. You will develop good working relationships with other Customer Experience Managers and Department Heads to ensure a cohesive management team.

Success in this role requires strong leadership, the ability to build trust-based relationships, the capacity to successfully implement change management, and an aptitude to provide a high level of support to your team.

Essential Functions & Requirements:

• Prioritizes health and safety by adhering to policies, processes, and maintaining safe practices at all times
• Manages the daily functions of the Customer Experience Channel Partners group
• Maintains responsibility for hiring and supervising Channel Partners employees and completes training requirements with employees post-onboarding
• Completes relevant system tasks for employee-related items such as approving or rectifying timekeeping in UKG in a timely manner
• Assesses team and individual performance on a regular basis and completes required annual reviews
• Serves as a technical resource for Channel Partners accounts
• Organizes / leads team touchpoint calls and monitors group workloads, assisting with required tasks as needed
• Provides recommendations to the Strategic Leadership Team on process and technology improvement opportunities
• Builds and maintains relationships with Channel Partners customers and generates high-level customer reports as needed
• Participates in monthly Safety Training topics and achieves company safety observation goals
• Maintains a strong working knowledge of RCRA, DOT and State Regulations, as well as Company systems and capabilities
• Oversees the replication of waste stream approvals across Channel Partners accounts
• Oversees the maintenance and implementation of Channel Partner CPLs and ensures employees are following Channel Partners Tier guidelines
• Assesses challenges or issues within the Channel Partners group and elevates appropriately
• Assists Channel Partners group with travel arrangements and travels to customer locations as needed
• Partners with Service Centers as needed for specific customer requirements
• Investigate service issues / failures from the customer perspective and provides instructions for solutions, elevating to Chief Commercial Officer if necessary
• Maintains a Net Promotor Score (NPS) within the 'Excellent' category
• Consistently maintains positive Quarterly Business Review feedback
• Adheres to Profile Turn-Around-Time with Channel Partners Tiers
• Maintains required availability by cell phone after standard work hours in the event of an urgent matter
• Takes on additional duties as assigned to support the team and organization

This is a working manager role that requires the leader to work together with employees and perform some of the same duties. This role requires a high level of dedication and effort; some overtime is expected and should be gauged based on workload.

Education:

• Bachelor's degree (required)

Experience:

• 5+ years of proven successful experience in a customer service role (required)
• 1+ years of experience in the environmental or industrial production / process industry (preferred)
• Previous experience in a leadership or management role (preferred)
• Demonstrated experience in operational excellence, continuous improvement, and change management (preferred)

Competencies:

• Strong leadership and relationship building skills to support internal teams and customers
• Excellent communication and organizational skills to effectively converse with both internal and external partners
• Ability to enact and manage change to effectively drive team success
• Strong working knowledge of RCRA, DOT and State regulations and the ability to maintain a working knowledge of Company systems and capabilities
• Regular and predictable attendance to perform the functions and requirements of this role

Benefits, Compensation, & Workforce Diversity: Heritage offers competitive pay and bonus incentives. Benefits include choice of medical, dental, and vision plans, flexible spending or health savings accounts, employee and dependent life insurance, short and long-term disability, 401(k) savings plan with company match, and tuition reimbursement.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran or status as a qualified individual with a disability.

A post-offer drug screen will be required.

Current Openings for Customer Experience Manager Channel Partners Jobs at Heritage Environmental Services