Customer Experience and Optimization Manager
Description
Come join the largest independent Medical Waste Service Provider in the country for an exciting opportunity! We provide essential environmental services to healthcare facilities and commercial partners nationwide. Join a stable, growing industry that offers long-term career development across 35+ locations.
As a Customer Experience and Optimization Manager, you will play a critical role in strengthening customer relationships, ensuring compliance within regulated medical waste services, and identifying opportunities for operational improvement and revenue growth. This position is ideal for a customer-focused professional who thrives in a fast-paced, multi-site environment and enjoys partnering across teams to drive performance and enhance the overall customer experience.
Key Responsibilities
Build and maintain strong, trusted relationships with key customer contacts across assigned accounts
Conduct and support site audits alongside operations leadership to ensure compliance with regulated medical waste standards
Generate and analyze reports by extracting, organizing, and synthesizing data from multiple sources, delivering clear and actionable insights for customer presentations
Provide proactive and on-demand customer training on waste segregation, safety protocols, and compliance best practices
Identify opportunities for operational improvement, waste reduction, and cost efficiency across customer sites
Monitor customer satisfaction and proactively address concerns to improve retention and service quality
Partner with Operations to conduct quarterly business reviews and evaluate account performance
Identify and support revenue growth opportunities within existing accounts, including contract optimization and referrals
Maintain detailed documentation of site visits, customer interactions, and improvement recommendations
Support new account implementations to ensure smooth onboarding and service execution
Collaborate cross-functionally with Sales and Operations to align on customer needs and business objectives. Perform additional duties as needed
Requirements
Bachelor’s degree in Business, Healthcare Administration, Environmental Services, or related field preferred
2+ years of experience in account management, customer success, or business development, preferably in healthcare, environmental services, or a regulated industry
Experience managing large, multi-site customer accounts with revenue portfolios of $5M+ preferred
Strong communication and relationship-building skills, both written and verbal
Highly organized with strong attention to detail and the ability to manage multiple priorities
Proficient in Microsoft Excel and comfortable working with CRM and reporting tools
Ability to identify customer risks and proactively develop retention and optimization strategies
Willingness and ability to travel throughout Louisiana, including occasional overnight stays
Ability to travel 75% of the time (throughout Alabama)
Why Join Sharps
Sharps Medical Waste Services offers a mission-driven, collaborative environment where employees contribute directly to meaningful operational impact. In this role, you will play a central part in maintaining financial integrity, supporting audits, and enabling data-driven decisions that help Sharps grow and scale responsibly.
You will gain exposure to cross-functional operations and the opportunity to help implement innovative finance processes.
EEO Statement
Sharps Medical Waste Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.