Waste Management Digital Experience Manager in Houston, Texas
Equal Opportunity Employer: Minority/Female/Disability/Veteran
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.
To enable our business to expand our lead in a market increasingly enhanced by technology, Waste Management is undertaking a substantial technology transformation. We are seeking talented Information Technology professionals to join the Waste Management team who are motivated to help us transform the way we design, build and use technology. With your skills and experience, we look for you to combine your technical expertise with industry best practices in an effort to align information technology solutions with Waste Management business strategy.
I. Job Summary Define, build, launch and deliver an exceptional online experience that delights our customers using Agile/SCRUM methodologies. These exceptional experiences will fuel organic growth, reduce defection and reduce cost-to-serve over time. This position will lead the digital content and creative development for the WM eCommerce and digital self-service solutions for a segment of our business. The approach will be influenced by customer journey maps and driven by the strategic business scope. Our experience and results will be tested by our customers and measured by key performance indicators, the goal of which is to create delightful experiences for our customers and drive organic growth.
II. Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
Deliver exceptional digital experiences for WM’s customers
Take a customer-back approach to understanding benefits sought by customers (e.g. via customer journey mapping achieved via primary and secondary research), and translate this intimate understanding into digital journeys that delight our customers. Collaborate with key stakeholders in the business (e.g. CE, Sales, Revenue Management, Operations and IT at Corporate and Area level) to design and execute these exceptional experiences. This will also require partnering with digital experts outside WM for expertise – be it in research, user interface (UI) design and/or technical platform decisions
Collaborate with stakeholders to recommend and implement changes to product, processes, or business practices to ensure a delighted customer digital experience
Establish working groups with stakeholders to understand and document key product opportunities, requirements, and use cases
Act as the voice of the customer internally, being an expert that can help with solutions and experience designs based on the customer’s needs, wants, pain-points and opportunities
Represent the customer requirements by participating in backlog management/prioritization, sprint planning, daily stand-ups, and sprint review sessions
Communicate program progress to stakeholders to obtain agreement and signoff
Assist internal and external digital teams to estimate levels of effort and plan for product releases
Prioritize product backlog items for the team, including requirements/user stories and defects, considering both stakeholder and customer needs
Ensure product solution meets requirements and functions properly
Drive and lead agile delivery, recognizing that speed-to-impact is critical, and achieve this through highly iterative digital iterations
Learn from successes and failures, and quickly adapt the working model as appropriate III. Supervisory Responsibilities The highest level of supervisory skills required in this job is the management of exempt employees. This includes:
Business Analyst(s) as needed and determined by the business IV. Qualifications The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Required: Bachelor’s Degree in Business Administration and five or more years of business and business program management experience or nine years of relevant business experience
Preferred: Master’s Degree in Finance, Marketing or Business Administration and ten or more years of customer-facing experience B. Certificates, Licenses, Registrations or Other Requirements None required.
C. Other Knowledge, Skills or Abilities Required
Customer know-how: Strong understanding of WM’s diverse customer segments, or an ability to derive a fact-based perspective using primary and secondary research to gather insights into customers’ needs, wants and pain points.
Digital / web experience: Track record of designing and deploying digital/web experiences is preferred, but not required. The successful candidate will have access to internal and external digital expertise as appropriate and will need to draw on such expertise to be successful.
‘Can do’ & ‘imagine if’ mindset: A proactive, can-do mindset that enables independent definition and pursuit of opportunity, combined with a creative ‘what if’ persona that pushes the candidate to think out-of-the-box and venture into unproven territory.
Collaboration: Ability to partner with stakeholders in general management, CE, Sales, Pricing, Operations, Technology, Finance, Legal, HR and other functions for the success of the Company, focusing on the greater good of the Company, its employees and customers.
Communication: Strong oral and written communication skills, with a proven ability to synthesize and tailor complex material into simple and easily digestible content by experts and non-experts alike, including Corporate and Area stakeholders, and potentially the WM Board of Directors and WM investors. The successful candidate will have a track record of proactively speaking up and constructive dissent, where a contrarian opinion is held.
Dispute resolution: Ability to combine all qualities above to resolve most day-to-day disputes independently and without more senior executive support.
Value-added innovation track record: Established track record of identifying, developing and implementing novel solutions with clear impact. This includes taking calculated risks and being prone to experimenting with new concepts.
Fact and data-driven approach: Track record of relying on facts and data to drive action, as opposed to over-relying on instinct, gut feel, experience or opinion. The successful candidate will have a track record of frequently using data, absent of sampling bias, to overcome confirmation bias thereby ensuring the right decision is ultimately made even where counter-intuitive.
Influencing: Ability to build rapport, authentic and meaningful relationships, and comfortably influencing all levels of the organization, from the SLT to Corporate VPs and AVPs, to the front line (key to “selling” ideas and initiatives).
Credibility: The successful candidate will be credible, or have potential to create credibility quickly, with the current Corporate and Area management teams, and therefore deemed capable of driving impact. 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.
This position is based at WM’s Houston Corporate office with potential travel to complete goals. BenefitsAt 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.”
I understand that applying to this job indicates that I have the legal right to work in the United States. I agree to perform physical duties of this position as outlined in the job with or without reasonable accommodations. I understand that if offered the position, I will be required to pass a drug screen.