Client Services Manager

Client Services Manager
Office Location: 2238 Yukon Street, Vancouver, BC

Product Care is a non-profit industry organization that develops and manages recycling programs across Canada and in the US. The Product Care team is committed to developing and managing sustainable recycling programs for lighting products, electronics, paint, pesticides, smoke alarms, household appliances and other products. Please visit http://www.productcare.org to learn more about us.

About The Position

The Client Services Manager is responsible for the management of participant and revenue services on behalf of Product Care, for our client’s programs in California, Connecticut, Rhode Island and Oregon, etc. for the end-of-life collection and recycling of their products.

Responsibilities:

Leadership

· Provide leadership, support and direction to ensure the successful delivery of our client’s programs.

· Be the contact for client relations, ensuring all service deliverables are met.

· Ensure AR, IT staff and contractors support the programs to meet the needs of the client.

· Ensure compliance with the client’s and PCA’s policies and procedures, and government requirements.

· Provide quality guidance and service to the client programs.

Program Management

· Oversee administrative aspects of the client’s program delivery in accordance with client contract.

· Lead and oversee planning, implementation, and evaluation of service deliverables.

· Liaise with client representatives on a regular basis through participation in meetings, presentation of program reporting and managing client commitments.

· Manage, liaise, and build relationships with various stakeholders including clients, participants, government agencies, third party auditors and service providers.

· Develop protocols and procedures for the program in relation to program needs and regulatory requirements.

· Adapt to regulatory changes as needed.

· Seek continuous improvements to processes.

Administration

· Manage participant services including but not limited to registrations, terminations, notifications, outreach and tracking of participants.

· Maintain lists of Manufacturers, Sellers, Retailers and Distributors who have a legal obligation to register, report and/or remit recycling fees on Program products to our client.

o Produce lists based on specific criteria including for regulatory bodies, annual reports, etc.

· Develop and maintain basic reference information for participants (retailers, institutions, etc.) – web pages, FAQs.

· Review, maintain and update program documentation (posting applicable copies on our client's website), for the use of Participants to assist them in understanding and complying with client policies and procedures, as required.

· Maintain current knowledge and understanding of laws, policies, and program requirements to effectively communicate to Participants Program objective, Program documentation and obligations.

· Manage and resolve inquiries and disputes with Participants related to their registration, reporting and remittance obligations.

· Manage portal and CRM changes, liaise with developers and client, test changes, and anticipate and resolve problems.

Financial Management and Reporting

· Manage delinquency actions, fees and interest, and payment plans, as applicable.

· SOC1 Audits (Service organization controls).

o Liaise with auditors.

o Ensure that projects supporting audits are undertaken in a timely matter, that results are verified, and that due diligence is met.

o Manage staff in addressing SOC1 compliance requirements.

· Contribute to Board Reports identifying key program updates and new program initiatives.

What You Bring

The ideal candidate will possess the following skills, experience, and qualifications:

• Post-secondary education in environmental studies, sustainability, engineering, administration, business or equivalent experience.
• Minimum of 3 to 5 years’ experience in either program management, waste management, stewardship or similar high-paced role, in an accounting, operations or logistics role.
• Clear and concise English language abilities, both written and verbal.
• Strong understanding of supply chain best practices. Knowledge of recycling programs is an added asset.
• Effective communications skills, with the ability to listen, persuade and collaboratively give feedback.
• Analytical thinking with very good problem solving and troubleshooting skills.
• Excellent project management skills.
• Takes initiative, strong work ethic, can execute and gets things done.
• Proficient in MS Office Suite, with a working knowledge of databases.
• Familiarity with CRM software. Knowledge of Dynamics 365 CRM is an added asset, to be able to explain CRM concepts to clients, and support colleagues when needed.
• Working knowledge of backend systems, data retrieval and manipulation.
• Knowledge of Azure DevOps Test Plans is an added asset.
• Legally able to work in Canada full-time, without restrictions.

What We Offer

• Product Care offers a competitive annual salary ($70,000 - $95,000) based on experience.
• Comprehensive benefits
• RRSP matching program
• A dynamic, team-based work environment
• The satisfaction of knowing your work is making a positive difference for the environment.
• During the ninety-day probation period, the successful candidate will be working in our office location. Thereafter, they may be eligible to work in a hybrid model.

The posting will remain open until filled.

We sincerely thank all candidates for their interest; however only those selected for an interview will be contacted.

Job Types: Full-time, Permanent

Salary: $70,000.00-$95,000.00 per year

Benefits:

• Company events
• Dental care
• Extended health care
• Life insurance
• Paid time off
• RRSP match

Schedule:

• Monday to Friday

Application question(s):

• Do you have experience compiling and reviewing monthly client packages, including financial information, operation systems metrics and communications?
• Do you have experience coordinating with external auditors for financial and non-financial audits?
• Do you have experience leading and overseeing planning, implementation and evaluation of service deliverables as per client contracts?
• Do you have experience troubleshooting web and application issues and working with technical teams to resolve issues?
• Do you have excellent customer service skills, with experience presenting to senior executives?

Ability to Commute:

• Vancouver, BC V5Y 3P2 (required)

Ability to Relocate:

• Vancouver, BC V5Y 3P2: Relocate before starting work (required)

Work Location: In person