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Senior Manager Customer Service
Full-time
The Senior Manager, Customer Service leads the transformation, development, implementation, and long-term management of Miller Waste Systems' customer service function across its residential, commercial, and ICI operations. With 30+ representatives across multiple sites, you build a modern, scalable, integrated organisation that improves consistency, responsiveness, and customer experience.
Responsibilities
Lead the transformation of customer service operations through optimisation, governance, and standardisation.
Establish standardised SOPs, training programs, KPIs, workflows, and customer service standards.
Lead the implementation and optimisation of CRM and ticketing platforms, AI-enabled customer service tools, integrated phone systems, chatbots, and self-service tools.
Improve customer-to-operations communication workflows through automated and integrated technologies.
Oversee knowledge management tools and centralised contract repositories.
Define, track, and report on core customer service KPIs and partner with ICI sales teams on account health and issue trends.
Provide leadership across staffing, scheduling, workforce planning, training, and onboarding.
Competencies and qualifications
7-10+ years of leadership experience in customer service, customer operations, or contact center management.
Experience improving or transforming customer service operations.
Strong knowledge of CRM systems, telephony platforms, and emerging customer service technologies, with experience driving automation and workflow optimisation.
Experience leading cross-functional operational and technology initiatives.
Experience within waste management, logistics, transportation, or utilities is an asset.
Valid driver's license required to accommodate occasional travel.
