Customer Experience Field Liaison

Position Summary

The Customer Experience Field Liaison strengthens the alignment between Customer Experience, Customer Care, and assigned Area operations by serving as the strategic connection between corporate customer-facing functions and field leadership to ensure a consistent, high-quality customer experience across the organization. The role analyzes customer experience trends, operational performance, and escalation data by leveraging business systems, reporting tools, and cross-functional collaboration to identify opportunities for continuous improvement and drive sustainable business outcomes.

The position facilitates communication, problem resolution, and operational adherence by partnering with Area and Division leadership, Customer Care teams, and corporate stakeholders to improve service delivery, enhance customer satisfaction, and support organizational performance objectives. The Customer Experience Field Liaison advances customer-centric initiatives by providing subject matter expertise, influencing process improvements, and coordinating strategic projects to strengthen relationships with internal and external customers and support Casella''s long-term growth objectives.

Hiring Range $73,900 - $92,375

Key Responsibilities

• Serves as the primary liaison between Customer Experience, Customer Care, and assigned Area leadership by establishing ongoing communication channels and collaborative partnerships to ensure alignment on customer experience priorities and operational objectives.
• Monitors customer experience performance and service trends through the collection, analysis, and interpretation of operational, customer, and contact center data to identify risks, improve performance, and support informed decision-making.
• Coordinates issue escalation management by facilitating communication among Customer Care, Operations, and Area leadership to achieve timely resolution and minimize negative impacts on customers and business operations.
• Partners with Area and Division leadership by conducting regular business reviews, field visits, and performance discussions to promote accountability, improve service outcomes, and ensure adherence to established customer experience standards.
• Facilitates customer communications regarding route delays, service interruptions, and operational changes through multiple communication channels and stakeholder coordination to maintain transparency and strengthen customer confidence.
• Leads cross-functional customer experience improvement initiatives by evaluating current processes, identifying performance gaps, and recommending practical solutions to improve operational effectiveness and customer satisfaction.
• Provides subject matter expertise to Customer Care and field organizations by interpreting policies, procedures, and operational requirements to support consistent decision-making and effective issue resolution.
• Supports corporate, customer experience, and field-based projects through stakeholder engagement, project coordination, and progress monitoring to ensure deliverables are achieved within established timelines and business expectations.
• Promotes continuous improvement across customer-facing operations by sharing best practices, monitoring process compliance, and identifying opportunities for standardization to enhance service consistency and organizational performance.

Nature & Scope

The Customer Experience Field Liaison operates within Casella''s Customer Experience organization, which is responsible for delivering consistent, efficient, and customer-focused service experience across multiple markets, service lines, and operating divisions. The position functions in a dynamic environment where customer expectations, operational performance, regulatory obligations, and service delivery requirements must be balanced across geographically dispersed business units.

The waste and resource management industry requires close coordination between customer-facing functions and field operations to ensure reliable service execution. As customer expectations continue to evolve, the organization increasingly relies on data-driven insights, proactive communication, and cross-functional collaboration to maintain high levels of customer satisfaction and retention. The role contributes directly to these objectives by ensuring alignment between Customer Care, Customer Experience, and field operations.

The Customer Experience Field Liaison reports directly to the Director of Customer Care Center Operations and functions as an individual contributor without direct supervisory responsibility. The position works closely with Area Vice Presidents, Division Managers, Operations Managers, Customer Care leaders, Marketing personnel, and other Customer Experience professionals. Success depends upon the ability to work horizontally across organizational boundaries, establish credibility with stakeholders at multiple levels, and effectively coordinate efforts among diverse functional groups.

The role serves as the operational bridge between Customer Experience and field operations. The Customer Experience Field Liaison evaluates customer-related performance indicators, identifies emerging service concerns, manages escalations, and facilitates communication among stakeholders to ensure customer-focused outcomes.

The position translates customer experience objectives into operational actions by partnering with field leadership to address service challenges, improve processes, and implement sustainable solutions. The role is responsible for interpreting business trends, facilitating performance discussions, and supporting strategic initiatives that influence customer satisfaction, customer retention, and operational efficiency. While individual assignments may vary by region or business need, the overall focus remains on improving alignment between customer expectations and operational execution.

The role encounters a broad range of operational, service, and customer-related challenges that frequently require analysis beyond established procedures. Customer issues often involve multiple stakeholders, conflicting priorities, incomplete information, and varying operational constraints. As a result, the incumbent must evaluate situations from both customer and operational perspectives and develop practical solutions that address root causes rather than symptoms.

Problem solving requires the ability to interpret business metrics, identify patterns within customer feedback and operational data, assess potential business impacts, and recommend actions that balance customer satisfaction, service continuity, and organizational objectives. Challenges frequently involve influencing outcomes without direct authority, requiring tact, credibility, sound judgment, and strong interpersonal skills to achieve consensus among stakeholders.

The Customer Experience Field Liaison operates with a significant degree of independence in managing stakeholder relationships, conducting analyses, prioritizing issues, and recommending corrective actions. The incumbent is expected to exercise professional judgment when evaluating customer experience concerns and determining appropriate courses of action within established company policies, procedures, and strategic priorities.

Work is reviewed primarily through achievement of customer experience objectives, quality of recommendations, effectiveness of stakeholder relationships, and overall business results. While recommendations regarding policy changes, significant operational adjustments, or strategic initiatives may require management approval, the role independently determines methods of analysis, facilitation approaches, escalation strategies, and day-to-day execution activities.

Internally, the position maintains frequent interaction with Customer Experience leadership, Customer Care management, Area Vice Presidents, Division Managers, Operations Managers, Dispatch personnel, Marketing teams, Information Technology resources, and various corporate support functions. These interactions involve information sharing, performance consultation, issue resolution, project coordination, and influencing operational decisions that impact customer outcomes.

Externally, contact may occur with customers, business partners, vendors, or third-party service providers when supporting escalation management, service recovery efforts, process improvement initiatives, or customer communication activities. The role must effectively communicate complex information, build trust, facilitate collaboration, and influence stakeholders to achieve mutually beneficial outcomes and organizational objectives.

Education, Experience & Qualifications

A bachelor's degree in business administration, communications, or a related field is preferred; equivalent combinations of education and professional experience will be considered. The ideal candidate possesses a minimum of six years of progressive experience in customer care, customer experience, operations support, business process improvement, or related customer-focused environments.

Experience leading projects, facilitating cross-functional initiatives, and working collaboratively with operational and customer-facing teams is required. Candidates should demonstrate proficiency with customer relationship management systems, telephony platforms, reporting tools, and Microsoft Office applications, including advanced Excel capabilities. Strong analytical, communication, presentation, and stakeholder management skills are essential. A valid driver''s license and the ability to travel approximately 25% of the time are required.

Attributes

The successful incumbent demonstrates a combination of analytical capability, operational awareness, and relationship-building effectiveness while maintaining a strong commitment to customer-centric decision making. The role requires adaptability, initiative, sound judgment, and the ability to influence outcomes through collaboration in a fast-paced and continually evolving business environment.