Manager, Digital Services - Remote

OVERVIEW

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.

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.

QUALIFICATIONS

Education

Post Secondary education in business administration, operations management

GIS experience an asset but not required

Experience

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.

Knowledge/Competencies/Skills

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.

WORKING CONDITIONS

All CM employees work 40 hours per week, remotely from a home office environment.

PAY TRANSPARENCY 

Expected Compensation: 

An annual base salary in the range of $$88,496 to $128,625  

The salary range listed complies with the Ontario Employment Standards Act and reflects a potential base salary range for this role.  The actual salary offered will be determined within the range, and will depend on factors, such as the candidate’s unique qualifications, relevant experience, work location and expected contributions.   

Job Vacancy Reason 

This position is a new role 

Artificial Intelligence 

AI is not used during our hiring processes.  

Applicant and Interviewee Communication 

We thank all applicants for their interest. However, only those under consideration will be contacted. 

Applicants who have been interviewed will be informed whether a hiring decision has been made within 45 days of their final interview. 

Record Retention  

Job posting records and associated application forms will be retained for at least three years.  

ABOUT CIRCULAR MATERIALS 

Circular Materials is a national not-for-profit producer responsibility organization (PRO) that supports producers in meeting their extended producer responsibility (EPR) obligations across Canada. Created by producers for producers, Circular Materials develops, implements, and supports effective and efficient recycling programs to advance innovation, deliver improved environmental outcomes and drive value across the recycling supply chain. Our full-service offerings include collection, management, promotion and education, and reporting.  

Together, we are advancing the circular economy where materials are collected, recycled, and can be returned to producers for use as recycled content in new products and packaging. As we develop enhanced recycling systems across Canada, we work to ensure more materials are looped into the circular economy, benefiting both people and the environment.  

Learn more at circularmaterials.ca.  

Circular Materials is an equal opportunity employer, seeking team members with a diversity of thought, skills, experiences, culture, and ethnicity to help us achieve our purpose of accelerating a circular economy for people and the planet. As a national organization operating across Canada, our goal is to build a workforce that reflects the diversity of the many provinces and territories where we do business.  

Our inclusive hiring practices aim to foster a culture where all employees feel a strong sense of belonging. We are proud of our recent diversity survey results which showed that:  

51% of Circular Materials employees identify as women. 

53% of Circular Materials employees identify as visible minorities. 

97% of employees believe Circular Materials fosters a strong sense of belonging for employees of all backgrounds.  

95% of employees recommend Circular Materials as an inclusive workplace.   

We welcome applications from candidates of all backgrounds, including women, Indigenous Peoples (First Nations, Inuit, and Métis), persons with disabilities, racialized individuals, and members of the 2SLGBTQIA+ community.  As part of our commitment to reconciliation, Circular Materials is working to advance Indigenous representation and partnerships within our organization and across our programs.  We acknowledge that Circular Materials operates on the traditional territories of diverse Indigenous Nations, and we recognize the importance of respecting Indigenous rights, governance, and contributions in the workplace and beyond. 

Circular Materials supports reasonable requests for accommodation in accordance with all applicable provincial accessibility standards. Requests for accommodation will be provided by Circular Materials through the recruitment and/or assessment processes, upon contacting [email protected]. This email is only used for accommodation requests.