Customer Service Project Manager
USA Waste and Recycling
USA Waste and Recycling, Inc
USA Waste is at the forefront of waste hauling and processing - innovating every step as we work to find the best solutions for safe and efficient residential and commercial services. From building the country's largest state-of-the-art recycling facility to powering our buildings with solar energy and fueling our trucks with all-American natural gas, we are committed to you, our communities, and the planet.
Our story started with a single truck. In 1974, founder Guy "Sonny" Antonacci and his wife, Mary Ann, began Somers Sanitation - named after our hometown of Somers, Connecticut. Today, three generations of family and a dedicated team of professionals are leading our companies into the future. While our fleet, facilities, services, and family have all grown, we take pride in continuing to operate our businesses based on the fundamental principle that has guided us since the beginning - to provide exceptional service and innovation to the communities and people we serve.
Join a team committed to taking big leaps forward to remain at the forefront of sustainability.
Some see waste. We see possibilities.
Position Summary:
The Customer Service Project Manager is responsible for planning, coordinating, and executing customer service-related projects, including system initiatives, departmental improvements, and acquisition integrations. This role ensures projects are delivered on time, within scope, and aligned with customer service operational needs.
The Project Manager serves as the primary project coordination point for Customer Service systems, tools, and acquisition-related initiatives, partnering with CS leaders, IT, Operations, and external stakeholders.
Role and Responsibilities:
Project Planning & Execution
- Manages customer service projects related to systems, tools, process improvements, and operational initiatives.
- Develops project plans, timelines, milestones, and deliverables.
- Tracks project progress, risks, and dependencies, escalating issues as needed.
- Assists and completes user acceptance testing when needed and maintains a log of defects and enhancements to report on progress.
Acquisitions & Transitions
- Coordinates customer service-related activities for acquisitions, transitions, and service expansions.
- Partners with internal teams to ensure systems, workflows, training, and readiness plans are aligned for go-live.
- Documents transition plans, risks, and post-implementation follow-ups.
Cross-Functional Coordination
- Serves as the primary point of contact for customer service project coordination across departments.
- Facilitates project meetings, status updates, and stakeholder communication.
- Ensures alignment between customer service needs, technical requirements, and operational execution.
Process & Documentation
- Maintains project documentation, action items, and status reporting.
- Supports post-implementation reviews and continuous improvement recommendations.
- Ensures project outcomes align with defined objectives and service standards.
Knowledge, Skills, and Abilities
- Strong project management and organizational skills
- Ability to manage multiple initiatives simultaneously
- Excellent communication and stakeholder coordination skills
- Strong problem-solving and risk-management capabilities
- Comfortable working in fast-paced, evolving environments
Requirements
- High School diploma or equivalent
- 2-4 years of project coordination or project management experience
- Experience supporting systems, operational, or contact center projects
- Familiarity with project management tools and methodologies
- Waste and recycling industry experience preferred
This Position Features:
- Family-Oriented Environment
- Excellent Benefits and Bonus Potential
Physical Demands:
Listed below are key points regarding the job's environmental demands and work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
- Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) for most of the workday.
- Required to exert physical effort in handling objects less than 30 pounds rarely.
- This position requires on-site presence at our Enfield, CT location, and remote work arrangements are unavailable for this role.
- Local travel
USA Waste and Recycling, Inc. EEO Statement: The Company is committed to and supports equal employment opportunity and affirmative action to all employees and applicants. Equal employment opportunity means equal treatment of employees and applicants without regard to the following legally-protected characteristics: race, color, religion, creed, sex (gender identity), pregnancy (including childbirth and related medical conditions), sexual orientation, marital status, national origin, ancestry, age, medical condition, genetic information (including characteristics and testing), veteran status, physical or mental disability status or any other legally-protected status.
