Program Manager, Customer Experience

Exciting Opportunity to Join Our Legacy of Environmental Leadership!

Location: Corporate Office - Indianapolis, Indiana

About Us: At Arcwood Environmental, we are more than just a company; we are pioneers in industrial waste management, committed to creating a cleaner, safer world. Since our inception during the environmental movement of the 1970s, we've been at the forefront of solving complex environmental challenges. Headquartered in Indianapolis, Indiana with a dedicated team of 2,000+ employees spread across the United States, we provide innovative and compliant solutions to thousands of clients in diverse industries.

Why Arcwood?

• Impactful Work: Be part of a team that makes a real difference. Our comprehensive services range from hazardous waste management and emergency response to onsite support and technical solutions, allow us to solve our customers' waste challenges. We are part of the solution. We don't generate any waste ourselves.
• Growth Opportunities: At Arcwood, your contribution is valued beyond your job title. We believe in the power of continuous learning and growth, encouraging every employee to expand their skills and take on new challenges.
• Safety First: Your health and safety are our top priorities. We foster a culture where every employee is empowered to act safely and ensure the well-being of their colleagues. Our mantra is Safe and Compliant - Always.
• Collaborative Environment: Together we can achieve much more. Join a supportive and dynamic team where your ideas and efforts are recognized and rewarded.

Our Commitment: We are dedicated to fostering an inclusive and innovative workplace where every employee can thrive. As part of our team, you will have the freedom to contribute your expertise wherever needed, ensuring the success of our mission to protect the environment.

Our Vision: Our vision is to be the most trusted partner in the environmental services industry. We put our customers first and deliver agile, sustainable, and innovative solutions. We commit to nurturing top talent and creating lasting value for our customers, shareholders, communities, and the planet.

Our Ownership: Arcwood Environmental is backed by the EQT Infrastructure VI fund, enhancing our capabilities, and expanding our reach. EQT is a dynamic global investment powerhouse managing EUR 232 billion in assets (EUR 128 billion fee-generating). With a focus on Private Capital and Real Assets, EQT owns and supports leading companies across Europe, Asia-Pacific, and the Americas, fostering sustainable growth, operational excellence, and market leadership. This exciting ownership positions us for continued impacts and growth in the future.

Program Manager, Customer Experience
As a Program Manager, Customer Experience you will be responsible for providing exceptional account management and customer support for assigned programs. You will serve as the single point of contact for those programs but will work with a team of internal departments and service locations to maintain and grow existing accounts and support new business to achieve Company revenue and waste volume goals.

Essential Functions & Requirements:

• Prioritizes health and safety by adhering to policies, processes, and maintaining safe practices at all times
• Serves as a single point of contact and technical resources for assigned program accounts while providing an exceptional and compliant experience for Arcwood's customers
• Builds and maintains relationships with program customers and maintains responsibility for customer ownership; acts as an advocate for the customer
• Provides field quotes and enter itemized quotes into appropriate systems
• Coordinates deliveries and/or pickups with vendors and customers
• Initiates new customer or new generator setup, ensuring timeliness and accuracy
• Provides program reports to the appropriate parties on a regular basis
• Partners closely with service area locations and leads new program implementation with appropriate Sales or Service Center teams
• Assists customers through the off-spec/discrepancy process as needed
• Maintains responsibility for contract maintenance and the replication of approvals across the program
• Completes administrative tasks such as printing appropriate documentation or labeling as needed
• Assesses customer issues and elevates when appropriate, entering the escalation into the appropriate systems for review and tracking
• Informs Corporate Account Manager of all account activities, alerting them of significant changes or events
• Conducts training for program account customers as needed
• Participates in monthly safety training topic discussions and meets Company safety observation goals
• Maintains the ability to travel as needed up to 10%
• Takes on additional duties as assigned to support the team and organization

Education:

• Bachelor's degree (required); science, environmental science or a related field (preferred)

Experience:

• 8+ years of experience in a customer experience / service role within an office (required)
• Previous experience in the hazardous waste or environmental field (preferred)

Competencies:

• Quality communication skills for interacting with both internal and external customers
• Strong organizational skills with the ability to provide support to multiple functions
• Proficient in Microsoft Office Suite applications with the ability to quickly learn internal-specific platforms and processes
• Strong knowledge of environmental regulations such as RCRA or DOT as well as specific state requirements
• Regular and predictable attendance to perform the functions and requirements of this role

Benefits, Compensation, & Workforce Diversity:
Arcwood offers competitive pay and bonus incentives. Benefits include choice of medical, dental, and vision plans, flexible spending or health savings accounts, employee and dependent life insurance, short and long-term disability, 401(k) savings plan with 7% company match, and tuition reimbursement.

Equal Opportunity Employer - Veterans & Disabilities

A post-offer drug screen and background check will be required.