Client Services Manager

7 months ago

Vancouver, Canada Product Care Recycling Full time

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

**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.
- 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).
- Liaise with auditors.
- Ensure that projects supporting audits are undertaken in a timely matter, that results are verified, and that due diligence is met.
- Manage staff in addressing SOC1 compliance requirements.
- Contribute to Board Reports identifying key program updates and new program initiatives.

**What You Bring**
- 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.

The posting will remain open until filled.

**Job Types**: Full-time, Permanent

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

**Benefits**:

- Company events
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