DUTIES AND RESPONSIBILITIES

The responsibilities of the Certification Services Manager include, but are not limited to, the following:

·       Engaged Teams – Overseeing service delivery pods to manage resource needs and ensuring excellent customer services as measured by team pods’ key organizational indicators (KOIs) and service metrics; working with the Technical Resources team to provide training as appropriate to the service teams and developing policies and procedures that the delivery teams will adhere to; providing coaching, mentoring, and development of Certification Services Supervisors; arranging training for staff within their respective areas; ensuring professional development plans are created and worked on; providing support to answer staff and client technical issues; taking the lead in resolving escalated issues; partnering with People and Culture on the hiring and termination of employees on the service delivery teams; conducting appropriate performance management, including writing performance evaluations of the Client Services Supervisors; and ensuring consistency across teams.

·       Empowered Clients – Strive to increase the relevance of OTCO, grow the program, and retain clients through leadership and efficiency; serve as a mediator for client mediation requests; oversee the adverse action process and make decisions appropriately; and assisting with client investigations as necessary.

·       Exemplary Leadership – Collaborating with other departments to determine best utilization of resources to enhance customer programs and satisfaction levels; developing open and effective communication channels with other Certification Services Managers and teams; partnering with the management team to implement the annual work plan and organizational goals within client delivery; serving as a representative of OTCO in relevant industry areas as needed; and role-modeling diversity, equity and inclusion.

WORKING CONDITIONS

This position primarily works indoors.  This is a fully remote work position.

PHYSICAL REQUIREMENTS

N/A

TRAVEL

This position may require limited travel.

AAP/EEO STATEMENT

Oregon Tilth provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, genetics or genetic information, marital status, protected veteran status, disability, political belief, expunged juvenile record, or any other characteristic protected by federal, state or local law.