Manager of Customer Set Up WMHS

Stericycle is now part of WM.  To learn more about WM's acquisition of Stericycle, CLICK HERE to read the press release.

I. Job Summary

The Manager, of Customer Set Up is responsible for leading a designated portfolio of accounts while managing a team of customer set up professionals responsible for customer data implementation, contract setup, maintenance, and operational support. This role serves as a key liaison between internal stakeholders and customer-facing teams, ensuring accurate and timely execution of critical customer and contract processes while delivering regular performance updates and operational insights. The Manager drives cross-functional collaboration across Sales, Customer Experience, Revenue Management, and Operations to resolve complex issues, improve customer outcomes, and support business objectives. Additionally, this position champions continuous improvement initiatives, leveraging data, reporting, and operational expertise to enhance efficiency, service quality, and scalability, while fostering a high-performing team culture focused on accountability, customer success, and operational excellence.

II. Essential Duties and Responsibilities
 

• Lead Customer Set Up activities for an assigned account segment, ensuring accurate and timely customer data implementation, maintenance, contract setup, and ongoing support.
• Manage, coach, and develop a team of Customer Set Up Specialists, fostering a culture of accountability, collaboration, continuous improvement, and customer focus.
• Serve as the primary operational leader for assigned accounts, providing regular updates, performance reporting, and issue resolution support to cross-functional stakeholders.
• Drive process improvement initiatives within the designated business segment by identifying operational inefficiencies, implementing standardized processes, and monitoring measurable outcomes.
• Monitor team performance against established service level agreements (SLAs), quality standards, productivity metrics, and departmental objectives; develop reporting and action plans to address performance gaps and improve results.
• Partner closely with Sales, Customer Experience, Revenue Management, Operations, and Contract Administration teams to ensure successful customer onboarding, contract execution, maintenance, and renewal activities.
• Coordinate and oversee all aspects of customer and contract setup activities for assigned accounts, ensuring compliance with company policies, contractual requirements, and operational standards.
• Facilitate effective communication between internal stakeholders and customer-facing teams, providing operational support, escalation management, and action planning to improve customer satisfaction and retention.
• Lead resolution efforts for complex customer data and setup issues, including but not limited to customer master, material master, contract pricing, sales orders, invoicing, and billing-related concerns to prevent service disruptions and revenue delays.
• Support enterprise contract renewals, amendments, and new customer implementations by ensuring accurate and timely data setup and maintenance activities.
• Develop and maintain strong working relationships with key internal stakeholders, serving as a trusted partner for operational execution and customer data management initiatives.

III. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Pay: The expected base pay range for this remote position is $96,700 - $125,600. 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.

IV. Benefits 
At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. 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.

WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States:  WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada:  WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.