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Republic Services Sr Analyst, Digital Customer Experience - Environmental Solutions in Phoenix, Arizona

Republic Services is a leader in Environmental Services, partnering with customers to create a more sustainable world.

We are Sustainability in Action — our promise to be environmentally responsible and to help our customers be environmentally responsible too.

Why choose Republic?

Joining Republic isn’t just about taking on a new job, it’s about making a commitment to create a more sustainable world together. Our people provide an essential service, serving and impacting customers, neighborhoods, and communities everywhere.

As a company, we are proud of our values and encourage those who share in our aspirations to join our team:

  • We protect our colleagues and communities through safe practices everywhere, every day.

  • We are committed to serving our customers and communities by going above and beyond to exceed expectations.

  • We take action to improve neighborhoods and communities by being environmentally responsible and creating a more sustainable world.

  • We are driven to deliver results in the right way.

  • We encourage a human centered culture that honors the unique potential and dignity of every person.

POSITION SUMMARY: The Senior Analyst, Digital Customer Experience – Environmental Solutions will play a key role in supporting the strategy and execution of an omni-channel world-class customer experience for environmental solutions offerings. This role will work directly with Sales, Marketing, Customer Support, Operations, and IT to gather requirements & provide scalable solutions that marry technology capabilities and best practices with Republic Services’ customer and internal needs. The ideal candidate will have solid functional and working knowledge of digital customer self-service best practices and should be comfortable working in a dynamic and high visibility role within

the organization. Self-service capabilities this role would be responsible for includes waste profiling, digitization of manifests, waste disposal reporting and tracking, as well as scheduling disposal and field services.

PRINCIPAL RESPONSIBILITIES:

  • Defines and manages the interconnectivity of online and offline experiences with the goal of ensuring that customers regardless of channel have a seamless experience

  • Shapes product roadmap that will optimize the user experience and the customer lifecycle

  • Leverages inputs from stakeholders, VoC, product roadmap and analytics to continuously define and prioritize features to improve the customer and employee experience.

  • Works closely with compliance, waste coordinators, analysts, and other stakeholders to ensure regulatory compliance.

  • Designs and measures reporting to track objectives and key results of product development

  • Maintains strong relationship with architect and engineers to deliver and iterate on product roadmap

  • In partnership with Sales, Operations, and IT partners manages and maintains the day-to-day relationship with 3rd parties.

  • Conducts and owns updates and analysis for key performance indicators and dashboards and uses information to make recommendations to drive results.

  • Communicates with internal and external customers for relevant input to develop and implement successful projects.

  • Uses information received to make recommendations to support and influence business goals and objectives.

  • Performs other job-related duties as assigned or apparent.

QUALIFICATIONS:

  • Experience within the hazardous, special waste, or field industrial services industry

  • Ability to understand regulatory compliance and how to translate to digital requirements.

  • Ability to think strategically and see the big picture, analyzing a problem or project from a variety of angles, yet examining specific aspects in significant detail.

  • Process-oriented, mindset of continual improvement; real passion for ingesting and analyzing data, documenting processes with the intent of driving progressive improvements and significant innovation

  • Cross-functional leadership experience with ability to influence stakeholders and build consensus in a matrixed organization structure

  • Excellent project management skills; confident managing upwards and coordinating with cross-functional dispersed teams with a good understanding of project management tools and concepts.

  • A good balance of technical knowledge and business acumen with a customer-first mindset

  • Able to work diligently and independently, but according to direction and within pre-set guidelines.

MINIMUM QUALIFICATIONS:

  • 3 years of experience working with digital marketing technologies.

  • Minimum of 2 years of product management experience.

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:

• Comprehensive medical benefits coverage, dental plans and vision coverage.

• Health care and dependent care spending accounts.

• Short- and long-term disability.

• Life insurance and accidental death & dismemberment insurance.

• Employee and Family Assistance Program (EAP).

• Employee discount programs.

• Retirement plan with a generous company match.

• Employee Stock Purchase Plan (ESPP).

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.

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