I. Job Summary
We are seeking a highly experienced Business Analyst to support and evolve self-service digital capabilities and customer experience initiatives for wm.com. This role will partner closely with Digital, UX, Data, and business teams to define, deliver, and continuously improve customer-facing solutions.
The ideal candidate brings strong expertise in digital self‑service platforms, customer journey optimization, and AI‑enabled solutions, with hands‑on experience translating business needs into scalable, data‑driven, and AI‑powered features.
II. Essential Duties and Responsibilities
III. Qualifications
A. Required Qualifications
B. Preferred Qualifications
Proven experience supporting customer‑facing digital platforms, preferably self‑service websites or portals.
Experience working with large‑scale enterprise websites or high‑traffic consumer platforms.
Familiarity with analytics tools, customer insights platforms, and experimentation (A/B testing).
Experience partnering with Data Science or AI/ML teams in production environments.
Demonstrated experience working on AI‑enabled solutions, such as:
Conversational AI/Chatbots
Automation and intelligent workflows
Predictive or recommendation systems
Data‑driven decision or personalization engines
Strong experience with Agile product delivery (Scrum/Kanban), user stories, and backlog management.
Excellent stakeholder management, facilitation, and communication skills.
Background in utilities, logistics, or service‑based industries is a plus.
C. Certificates, Licenses, Registrations or Other Requirements
IV. Physical Requirements
Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
V. Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for, please click Apply.
ABOUT WM
WM (WM.com) is North America''s leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM's fleet includes more than 12,000 natural gas trucks - the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company's sustainability progress and solutions, visit Sustainability.WM.com.
Equal Employment Opportunity
For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.
Real ID
In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.
Waste Management is the largest environmental solutions provider in North America, serving more than 21 million municipal, commercial and industrial customers in the U.S. and Canada. We have invested in developing waste solutions for a changing world. Today, this includes not just disposal and recycling, but personal counseling to help customers achieve their green goals, including zero waste.
Waste Management is North America’s largest residential recycler and a renewable energy provider. We recover the naturally occurring gas inside landfills to generate electricity, called landfill-gas-to-energy. Waste Management’s fleet of natural gas trucks is the largest heavy-duty truck fleet of its kind in North America. With the largest network of recycling facilities, transfer stations and landfills in the industry, our entire business can adapt to meet the needs of every distinct customer segment.
As North America’s leading provider of comprehensive waste management services, our mission is to maximize resource value while minimizing impact in order to further both economic and environmental sustainability for all of our stakeholders.