Essential Functions & ResponsibilitiesM&A Integration Lead, Customer Experience The M&A Integration Lead serves as the primary Customer Experience (CX) representative for acquisitions, leading CX integration activities from initial discovery through post-close stabilization and hypercare. The role partners with acquired businesses and internal cross-functional teams to understand current-state customer processes, identify integration requirements, prepare customer and operational data, coordinate process and system transitions, and support teams through implementation.
This position plays a hands-on role in protecting the customer experience and business continuity throughout integration while establishing repeatable CX integration practices that support the organization's acquisition strategy.
M&A Discovery & Integration Planning
- Serves as the primary Customer Experience representative for acquisition integration activities
- Leads discovery of acquired-company customer workflows, processes, systems, data, roles and operating practices
- Identifies gaps between current-state practices and future-state Customer Experience processes and requirements
- Translates discovery findings into clear integration activities, dependencies, risks, decisions, and readiness requirements
- Partners with the broader M&A integration team and functional stakeholders to establish CX priorities, sequencing, and milestones for each acquisition
Process & Data Integration
- Coordinates the transition of acquired business to establish Customer Experience processes, workflows, standards and tools
- Leads CX data-readiness activities, including identification, collection, validation, cleanup, mapping, and preparation of customer-related data required for integration
- Partners with IT, Operations, Commercial, and other functional teams to coordinate CX system and process dependencies
- Supports testing and validation of customer processes, data, and workflows prior to implementation or cutover
- Identifies data, process, and system issues that could affect customer service or operational continuity and drives them to resolution
Implementation, Hypercare & Stabilization
- Coordinates Customer Experience readiness and go-live, including completion of critical process, data, training and operational requirements
- Provides hands-on hypercare support following integration, working with acquired teams and internal stakeholders to identify, prioritize, and resolve issues
- Monitors recurring customer, process, and data issues following implementation and coordinates corrective actions with appropriate owners
- Supports the transition from hypercare to steady-state operations by documenting remaining issues, confirming ownership, and ensuring effective handoffs to ongoing CX teams
- Captures lessons learned and recommends improvements to make future Customer Experience integrations more efficient, consistent and scalable
- Maintains the ability to travel regularly to acquired locations during discovery, implementation, and hypercare periods
Education- Bachelor's degree in business, environmental science, information systems, chemistry or related field (required)
Experience- 5+ years of experience in customer experience, business operations, data management, project coordination or related area (required)
- Experience supporting business integrations, system implementations, process changes or other cross-functional initiatives (required)
- Experience working with customer, operational, or transactional data, including data validation and issue resolution (required)
- Experience in environmental services, waste management, industrial services, or other complex service-based environments (required)
Benefits, Compensation & Workforce DiversityArcwood offers stability you can count on and opportunities to grow. We provide steady work, competitive pay, and above-market benefits that reflect the importance of what we do. As we continue to grow, you'll have the chance to build skills, take on new challenges, and build a career. When you join Arcwood, you join a team that honors its legacy, values hardworking people, and shows up every day to protect people, communities, and the future we share.
Physical Job Requirements
