Manager, Digital Services - Remote

Circular Materials

2d•$88,496 - $128,625•Remote

About The Position

The Manager, Digital Services, is responsible for building, maintaining, and optimizing partnerships Circular Materials Service Providers (SP’s) that supply critical operational data to the Ready, Recycle, Repeat mobile app. This role ensures SPs deliver accurate, timely information and adhere to standards that enable a seamless resident experience across routes, schedules, materials, and service alerts - supporting data accuracy, issue resolution, schedule alignment, escalations, and business continuity planning. This role is crucial in ensuring the mobile app reflects real‑world collection operations and that municipal and resident expectations are consistently met.

Requirements

3–5+ years of experience in operations, service delivery, vendor management, logistics, waste management, municipal services, or a related field.
Experience working directly with external partners, vendors, or service providers.
Exposure to data-driven operations, route/schedule management, or GIS‑based services.
Demonstrated experience with issue resolution, escalation management, and operational coordination.
Strong relationship-building and partnership management capabilities.
Excellent communication skills, able to translate between technical, operational, and resident perspectives.
Strong organizational and coordination skills with an ability to manage multiple ongoing data flows and operational requests.
Proficient in problem-solving, root-cause analysis, and issue escalation.
High attention to detail and commitment to data accuracy.
Ability to work with GIS data, schedules, routes, and structured operational datasets.
Strong understanding of service-level expectations, performance metrics, and vendor accountability.
Ability to remain calm, diplomatic, and solution‑oriented during operational challenges.
Comfortable working cross-functionally across Operations, Customer Care, Marketing, Product, GIS, and external partners.
Advanced analytical abilities with proficiency in Excel, CRM reporting tools, and performance measurement.

Nice To Haves

GIS experience an asset but not required

Responsibilities

Service Provider Relationship Management
Act as the primary business owner for service provider relationships, ensuring clear accountability for performance, data submissions, and operational changes.
Coordinate day‑to-day engagement, issue escalation, and alignment with contractual and program requirements.
Develop a structured communication and touchpoint cadence (e.g., weekly syncs, monthly reviews, annual planning meetings).
Monitor SP performance against expectations (data quality, responsiveness, timeliness) and escalate risks or gaps to the Program Manager.
Ensure SP understanding of digital program requirements, data standards, and resident experience impacts.
Data Gathering & Review
Enable call centre scripts, FAQs, and escalation paths; measure call deflection/self-serve.
Facilitate timely and accurate data collection from service providers and partners (e.g., locations, schedules, holiday schedule).
Support the identification, investigation, and resolution of data anomalies (e.g., missing locations, schedule inconsistencies, address mismatches).
Maintain a log of data submissions, changes, and outstanding discrepancies for transparency and auditability.
Validate incoming data against app requirements and GIS rules before intake into the system.
Collaborate with GIS, Operations, and the Program Manager to confirm accuracy and correct routing or schedule conflicts.
Ongoing Location Management
Communicate new or updated locations to the Program Manager, ensuring operational readiness and accurate coverage.
Support re‑zoning initiatives by coordinating changes with service providers and validating impacts to routes, schedules, and coverage.
Ensure all location and zone changes follow the intake workflow and meet data completeness requirements.
Assist SPs in understanding zoning changes and their downstream impacts on resident communication and app accuracy.
Operational Issue Resolution & Business Continuity
Act as a key operational partner for issue triage and resolution across SPs, Operations, Customer Care, and the Program Manager.
Support in education, training and understanding of the impact of enhancements, changes and releases to both internal and external residents.
Coordinate rapid response to escalations such as missed pickups, data outages, inconsistent routing, or urgent schedule adjustments.
Maintain and support business continuity procedures to mitigate service disruptions or data failures.
Document incidents and partner with SPs to implement corrective and preventive actions.
Cross-Functional Collaboration
Work closely with the Program Manager on intake items, prioritization, and readiness for app updates.
Support Customer Care by providing SP‑related context for escalations, service conditions, and data changes.
Collaborate with Marketing to ensure P&E content aligns with SP-provided schedules and operational realities.
Act as a bridge between operational field realities and digital app representations.