Manager, Service Provider Support

Title: Manager, Service Provider Support - Remote Canada

Location: Canada, Ontario

Department: Finance - BIR - Service Provider Reporting

Employment Type

Full Time

Job Description:

OVERVIEW

Join our dedicated Service Provider Reporting team as a Manager, Service Provider Support.  Reporting to the Senior Manager, Service Provider Reporting - Western Canada, the Manager, Service Provider Support Services is responsible for overseeing the onboarding, support, and ongoing engagement of service providers across reporting and settlement activities. This role ensures a seamless provider experience by leading onboarding initiatives, managing support operations, and coordinating issue resolution across internal teams. The ideal candidate will combine strong operational leadership with a customer-focused mindset and a deep understanding of systems, processes, and stakeholder management.

This is a salaried position and requires residency in Canada.

RESPONSIBILITIES

• Own and manage the end-to-end service provider lifecycle, including onboarding, support, and issue resolution across all reporting and settlement activities.
• Lead vendor onboarding processes, including data collection, system configuration, and training delivery.
• Build, maintain, and audit service provider records to ensure accurate setup and data integrity within SAP S/4HANA.
• Develop and deliver onboarding materials, including guides, job aids, and portal walkthrough sessions for service providers.
• Provide front-line support to service providers for reporting, portal access, and operational inquiries.
• Oversee customer service, call center support functions and manage shared inbox triage to ensure timely and effective response to service provider requests.
• Log, track, and monitor reporting issues within D365, ensuring proper documentation and follow through.
• Support service providers post-onboarding with reporting processes and system usage to drive adoption and compliance.
• Coordinate with internal teams (e.g., finance, IT, supply chain management, etc.) to resolve escalations related to reporting discrepancies, system issues, and payment concerns.
• Gather, validate, and provide supporting documentation required for claim validation and processing.
• Identify opportunities to improve processes, enhance service provider experience, and increase operational efficiency.
• Develop and monitor KPIs and service levels related to onboarding, support, and issue resolution.

QUALIFICATIONS

Education

• Post-secondary education related to business, supply chain operations, Finance, or related field.

Experience

• 5 to 8 years of experience in vendor management, operations, customer support, or service delivery roles.
• Experience leading teams or managing support functions in a fast-paced environment
• Familiarity with enterprise systems such as SAP S/4HANA and Microsoft Dynamics 365 (D365) is strongly preferred.
• Experience in onboarding, training, and stakeholder engagement.

Knowledge/ Skills/ Competency

• Exceptional leadership, analytical, organizational, project management and interpersonal skills.
• Expert knowledge of SAP (Material management model, FICO).
• Ability to interact and communicate effectively with all levels of the organization and to forge solid internal and external relationships.
• Strong proficiency with analytics, reporting, and presentation tools especially MS PowerPoint and Excel.
• Ability to promote and foster effective teamwork and establish excellence in a customer service-oriented environment.
• Ability to work independently and demonstrate initiative and creativity in problem- solving, with the ability to thrive in a changing environment with frequent and competing priorities.
• An effective decision maker that promotes and fosters teamwork with the ability to manage change effectively.
• Ability to conduct business in a confidential nature, using professionalism, tact, diplomacy, and good judgement.
• Aptitude in decision-making, working with numbers and reporting findings to support decision making.
• Exceptional accuracy and attention to detail.
• Ability to perform under pressure and work in a fast-paced environment.

WORKING CONDITIONS

• All CM employees work 40 hours per week, remotely from a Canadian home office environment.
• On-site work in the Toronto office will be required as directed.
• Peak work periods (quarterly reporting, business planning/budgeting) may require extended hours to meet deadlines.

PAY TRANSPARENCY

Expected Compensation: 

• An annual base salary in the range of $75,000 to $90,000
• 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 is a replacement position.

Artificial Intelligence 

• AI is not used during our hiring processes.  . 

Record Retention  

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

ABOUT CIRCULAR MATERIALS</p>

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, we design, ,  and deliver effective recycling programs that drive advance innovation, improve environmental outcomes and create value across the recycling supply chain.

Through full-service program delivery,  including collection, management, promotion, education, and reporting, we are advancing systems where more materials are recycled and returned to producers for use in new packaging and products. 

Circular Materials is an equal opportunity employer, committed to building a workforce that reflects diversity of thought, skills, experiences,  and backgrounds as we work together to accelerate a circular economy for people and the planet.

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: 

• 54% of Circular Materials employees identify as women.
• 50% of Circular Materials employees identify as visible minorities.
• 90% of employees believe Circular Materials fosters a strong sense of belonging for employees of all backgrounds. 
• 86% of employees recommend Circular Materials as an inclusive workplace.  

We welcome applications from candidates of all backgrounds, including Indigenous Peoples (First Nations, Inuit, and Métis), persons with disabilities, racialized individuals, and members of the 2SLGBTQIA+ community.  Circular Materials is committed to reconciliation and to advancing Indigenous representation and partnerships across our organization and programs.  We recognize that we operate on the traditional territories of diverse Indigenous Nations, and are dedicated to respecting Indigenous rights, governance, and contributions in our work and communities.

dates of all backgrounds, including Indigenous Peoples (First Nations, Inuit, and Métis), persons with disabilities, racialized individuals, and members of the 2SLGBTQIA+ community.  Circular Materials is committed to reconciliation and to advancing Indigenous representation and partnerships across our organization and programs.  We recognize that we operate on the traditional territories of diverse Indigenous Nations, and are dedicated to respecting Indigenous rights, governance, and contributions in our work and communities.