M&A Integration Lead, Customer Experience

M&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

• 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)

About Arcwood

Every advancement-from the products we use to the medicines and technologies we depend on-creates waste that must be handled responsibly. For more than 50 years, Arcwood Environmental has helped organizations across the United States manage the byproducts of progress safely and thoughtfully. With deep expertise and innovative waste management technology across a growing nationwide footprint, Arcwood protects people, communities, and the environment through work that often happens behind the scenes.

Our Values

We move forward together, one team with a shared purpose, counting on each other every day. Our core values demonstrate how we work together to deliver value for our customers, putting them at the center of all we do:

• Lead with Safety: We uphold the highest safety and compliance standards to protect our teams, our customers and the communities that count on us.
• Solve Problems Creatively: We push for better - advancing technologies, processes, and ideas that protect human health and the environment.
• Own It Together: We are individually and collectively accountable for our work and our impact, knowing that progress is only achieved by working together - with our customers, and with each other.
• Deliver for Customers: We put customers at the center of all we do. When we live our values - lead with safety, solving problems creatively, and owning our work together - the result is clear: we deliver exceptional value for our customers.

We've reached a unique point as a company: big enough to deliver broad capability and consistent performance, while striving to be nimbler and more responsive to our customers' evolving needs. Come join Arcwood and be part of our legacy of environmental leadership!