Waste Management

• Directs all aspects of a service area within an assigned vertical line of business "LOB." • Responsible for the management of their operating units' profit and loss, budgeting, day-to-day operations, ISO programs and service execution. • Supervises and coordinates employee work and development activities within the respective sites. • Develops bids and quotes for new projects, implementation of identified projects. • Analyzes and reports financials, collects customer payment and ensures customer satisfaction. • Oversees Project Manager’s development of a safe work environment that complies with all regulatory requirements. • Responsible for the successful management of customer service issues and identifying potential contract/service enhancements. • Manages the financial and operating performance of assigned customer sites to ensure profitability.

• Monitors events generated by endpoint clients, servers, network devices, and security devices across the enterprise • Responds to investigations of possible incidents using a log/event management tool • Manages security audit and intrusion detection system logs for system and network anomalies and provides higher level analysis • Responds to suspicious or malicious events detected through collection or reported by Help Desk or users • Provides remediation and application event support to IT operations and engineering teams • Performs initial computer system forensic investigations and supports fraud investigations • Provides higher level analysis, design and support for log collection of firewalls, routers, networks and operating systems • Communicates technical and event assessment results, evaluates engineering and integration initiatives and provides advanced technical support to assess security policies, standards and guidelines • Develops, collects and analyzes logs from firewalls, intrusion detection systems, enterprise anti-virus systems and software deployment tools • Reviews and recommends the installation, modification or replacement of hardware or software components • Identifies and addresses any configuration change(s) that impact event collection • Position may require on-call coverage for evenings, weekends, and holidays

• Help build the next generation of reporting for our Customer Experience organization. • Build PowerBI data models, automated datasets, and interactive dashboards. • Design SQL transformations and pipelines that create clean, validated reporting datasets. • Develop and modernize reporting solutions within the NICE Data Environment. • Integrate and reconcile data from DRIVE, CC Pulse, Genesys Cloud, Avaya, and Salesforce. • Analyze key contact center metrics such as service levels, ASA, handle time, adherence, occupancy, and productivity. • Collaborate with WFM and Operations partners to support reporting needs.

• Interact with WM Customers via Multi-Channel Customer Service, handling 60-80 contacts a day • Use multiple applications to research and resolve customer queries • Provide an exceptional level of customer service, explaining complex issues in simple terms • Highlight features and benefits of WM products and services to increase revenue and retain customers • Establish customer accounts and negotiate service type, pricing, and billing

• Concurrently manages multiple projects that impact all areas of the organization. • Work with WM Strategic Business Solutions systems to perform analyses on large, complex data sets. • Conduct analysis of findings and provide strategic insights, hypotheses, actionable recommendations and conclusions. • Perform data profiling and root cause analysis to identify and understand anomalies. • Effectively use data visualization in summaries and/or dashboards. • Drive report automation while developing procedures and standards for data analysis. • Address inefficiencies to improve daily functions and providing enhancements to existing processes and tools. • Work with all members of the WM Strategic Business Solutions to help develop new processes and tools.

• Ensures smooth operation of landfill: ongoing construction, permitting, leachate/gas management. • Minimizes operational costs while maximizing productivity and maintaining safety and environmental compliance. • Continually works to reduce turnaround time for trucks in and out of site. • Accurately tracks waste volume and weight. • Acts as a liaison, where necessary, for community relationships. • Actively monitors ongoing permitting issues. • Complies with and ensures adherence to WM’s Mission to Zero standards and regulations to encourage safe and efficient operations. • Meets all financial review dates and corporate directed programs in a timely fashion. • Oversees personnel needs of the department including selecting, coaching, and training employees and evaluating employee performance. Provides input into termination, compensation, and promotion decisions. • Assists in the budget process as required. • Ensures the cleanliness and maintenance of the physical property of the landfill through inspections and preventive maintenance programs with supervisors/employees. • Conducts and/or attends and contributes to periodic safety meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency. • Provides training and presentations as needed in a positive and professional manner. • Updates and submits required reports in a timely manner.

• Handles incoming calls, emails, inquiries and transactions from various segments within the book of business. • Possess a strong knowledge of internal process, understands relationships and key linkages between business units. • Collaborates with internal and external parties to coordinate service related activities and manage client projects. • Resolves customer escalated issues quickly and efficiently by engaging the right people and departments within WM Strategic Business Solutions. • Possess strong time management and follow through skills, has the ability to transition seamlessly between service requests, ensuring all deadlines are met and service is confirmed. • Provides customer proactive service and education regarding service options, charges, billing, and contracts. • Documents each interaction, ensuring service, pricing and other required information are entered into the system. • Strives to meet or exceed service and operational goals established for the service, including productivity, quality, accuracy and timeliness goals. • As required by management, maintains routine customer service related reports and creates reports as requested.

• Serves as support person for Sustainability Services Territory or Vertical. • Implementation of new contracts, assisting with special projects and staffing existing contracts as needed. • Assist Business Development and Territory/Vertical Managers with site walks, proposal development and contract renewals. • Significant travel is required (90%+). • Coordinate logistics for transportation of hazardous and non-hazardous waste from client site including profiling, scheduling, manifesting and physically loading bulk and drum loads. • Consult with client and prospective clients to identify, design and implement cost saving opportunities and proposals. • Ensure compliance with client and government regulations by performing necessary inspections and reporting. Resolve all issues in a timely manner. • Administer client and vendor financial obligations including invoicing, reporting and contracts. • Promote culture of safety by ensuring site personnel are properly trained to perform assigned duties and comply with safety, environmental, federal, state and local regulations.

• Serve as the lead point of contact for customer account management matters • Establish and maintain a high level of customer satisfaction • Align Waste Management products and services with customer needs • Negotiate, update, and renew customer service agreements • Resolve challenging customer requests • Communicate rates, charges, and service strategies • Collaborate with sales team to identify and grow opportunities • Use Waste Management sales productivity software tools • Prepare reports and handle general administrative duties

• Serves as a key point of contact for WM's Small/Medium business customers. • Focuses on retaining and growing the team's book of business. • Manages inbound call requests and proactive customer outreach. • Prevents customer cancellations and secures updated contract agreements. • Utilizes change management processes to meet sales demands. • Controls sales assignments by allocating time to retention and acquisition goals. • Explores alternatives to reach mutually beneficial sales agreements. • Contributes to team responsibilities in a team environment. • Navigates through systems ensuring accurate documentation of customer interactions. • Uses WM sales productivity software tools such as Salesforce.com. • Analyzes reports and handles general administrative duties as needed.