Markham - Senior Manager Customer Service

Senior Manager, Customer Service Location: 505 Miller Avenue, Markham, Ontario

Position Type: Permanent Full-Time

Reporting To: Senior Vice President

Start Date: Immediate

Hours: Monday to Friday, 8:00am to 5:00pm

Compensation: $115,000-125,000 per annum

Summary The Senior Manager, Customer Service is responsible for leading the transformation, development, implementation, and long‑term management of the company’s customer service function across its residential, commercial, and ICI operations throughout Canada. Miller Waste Systems currently operates with more than 30 customer service representatives located across multiple operating sites. The Senior Manager, Customer Service will be responsible for building a modern, scalable, and integrated customer service organization that improves consistency, responsiveness, operational alignment, customer satisfaction, and overall customer experience. The focus will be on standardization in training, operational workflows, communication process and customer service technologies.

Responsibilities

Lead the development and transformation of customer service operations across Miller Waste Systems through optimization, governance, and standardization, serving as the foundational leader with a long‑term mandate to scale and lead the customer service department.

Establish standardized SOPs, training programs, KPIs, workflows, and customer service standards across the organization.

Lead the implementation and optimization of CRM and ticketing platforms, AI‑enabled customer service tools and technologies, integrated phone systems, chatbots, and customer self‑service tools. Improve customer‑to‑operations communication workflows through automated and integrated technologies.

Ensure customer service representatives maintain deep knowledge of contracts, service obligations, and customer responsibilities.

Oversee the development and maintenance of knowledge management tools and centralized contract repositories.

Define, track, and report on core customer service performance KPIs to support leadership and cross‑functional partners with clear operational visibility.

Partner with ICI sales teams to provide customer service insights, account health indicators, and issue trends that support retention, growth, and proactive customer engagement.

Provide leadership, continuous support, and strategic guidance to ensure proper staffing, scheduling, workforce planning, training, onboarding, and ongoing frontline employee development.

Build scalable customer communication and service tracking processes that improve accountability and customer satisfaction.

Competencies & Qualifications

7–10+ years of leadership experience in customer service, customer operations, or contact center management.

Experience improving or transforming customer service operations.

Strong knowledge of CRM systems, telephony platforms, and emerging customer service technologies and best practices, with experience driving automation and workflow optimization.

Experience leading cross‑functional operational and technology initiatives.

Strong communication, analytical, organizational, and leadership skills.

Proactive mindset with strong commitment to staying current with industry innovations, emerging support technologies, market shifts, and industry best practices.

Experience within waste management, logistics, transportation, utilities, or related operational industries is considered an asset.

Occasional travel to Miller Waste operating locations may be required.

Ability to support escalated operational or customer service matters outside regular business hours when required.

Valid driver’s license is required to accommodate occasional travel to various operating locations.

Posting closing date: This posting will remain active until it has been filled.

Equal Opportunity Employer Miller Waste Systems is committed to equity, diversity and inclusivity in the workplace, we welcome applications from women, racially visible individuals, people with disabilities, indigenous peoples, and LGBTQ2S+ persons.

We are committed to providing people with disabilities with equal opportunities and standards of goods and services and are fully compliant with applicable provincial Disabilities Acts.

We provide industry leading work environment and compensation, benefits, and pension programs.

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