Voucher Processing & Redemption Manager

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All legitimate communication from our recruitment team will come from an official calstart.org email address via email we will not text you about a role you have not applied to or shown interest in. We will not perform any interviews via text or Zoom chat.

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About Us :

CALSTART is a mission-driven industry organization focused on transportation decarbonization and clean air for all.

For over 30 years it’s been CALSTART’s mission to develop assess and implement large-scale zero-emission transportation solutions to mitigate climate change and support economic growth. CALSTART works with businesses organizations governments and communities to create real-life impact toward clean air and equitable access to clean transportation for all. CALSTART provides scientific technical and policy support for regulatory development and clean technology and infrastructure acceleration.

The Voucher Processing Manager (VPM) is focused on supporting multiple state and municipal sponsored voucher programs that CALSTART administers. The VPM oversees the Voucher Processing & Redemption Specialists (VPRS) ensuring the effective (quality time & cost)processing and management of various program vouchers streamlining operations while exceeding program service delivery expectations. The VPM maintains strict compliance of program guidelines policies and procedures and is the first escalation point for complex issues. The VPM monitors application workflows and tracks progress trends and liaises with internal and external stakeholders for collaborative discrepancy resolution.

Key Responsibilities:

• Team Leadership: Supervise and mentor a team of VPRS while fostering a positive and productive work environment through individualized guidance training professional development in a high-volume processing environment.

• Process Management: Oversee the end-to-end voucher processing workflow ensuring timely and accurate application review data entry & analysis and voucher redemptions.

• Quality Assurance: Implement quality control measures to comply with program guidelines regulatory policies and departmental procedures and maintain exacting standards of accuracy and integrity.

• Stakeholder Communication: Serve as the primary point of contact for internal and external stakeholders addressing application inquiries resolving issues and providing updates on program status. Act as Subject Matter Expert (SME) for rapid and consistent voucher-related discrepancy resolution.

• Reporting and Analysis: Scrutinize voucher dashboards and reports on application progress voucher redemption rates and program metrics to identify trends bottlenecks and opportunities for improvement.

• Process Improvement: Identify and implement process improvements (design test and implementation) to reduce errors and fix bottlenecks to improve program effectiveness and enhance the applicant experience.

• Collaboration: Work closely with the Voucher Processing team CALSTART staff and external partners to ensure program success and align efforts with organizational goals.

• Communication: Possess excellent verbal and written communication that are professional in appearance and content. Mentor team members on communication approach and when necessary speak directly with stakeholders to troubleshoot and guide them along the application journey. Coordinate the monitoring and responses of programname@CALSTART.. program email inquiries.

• Customer Service: Professionally address inquiries from applicants dealers and other external stakeholders provide pertinent information both stated and unstated and anticipate future needs. Ability to de-escalate conflicts in a professional manner that strengthens the relationship.

Qualifications:

• Bachelor’s degree in business administration finance accounting environmental science or a related field preferred.

• Experience: Minimum of 4+ years of experience in administrative roles data processing data entry or customer service. Experience in grant management or voucher processing programs is a plus.

Skills:

• Maturing leadership and team management abilities.

• Strong attention to detail time-management skills and organizational skills.

• Proficiency in data entry and data analysis.

• Excellent written and verbal communication skills.

• Comfortable working independently with minimal oversight and knowing when to escalate.

• Developed interpersonal skills to maintain effective working relationships within multi-team environments and avoid micromanagement.

• Aptitude for working individually and managing a team in a remote environment.

• Proficiency in program management tools including Microsoft Office Suite (e.g. Excel Word Outlook SharePoint).

• Familiarity with CRM software (e.g. Salesforce) and data management systems.

Personal Attributes:

• Ability to ruthlessly prioritize and manage multiple team members and their assigned tasks program complexities and deadlines effectively.

• Growth mindset paired with strong problem-solving and critical thinking skills.

• High level of integrity and commitment to cross-collaboration engagement for shared wins.

• Can exercise judgment and discretion to make sound decisions supported by facts.

• Desired not required - Knowledge of CA incentive landscape and policies including CARB's portfolio of funding or other public agencies.

We understand that not everyone will match the above qualifications 100%. If your background isn't perfectly aligned but you feel you would be a great addition to the team we'd love to hear from you.

We're a tight-knit team of world-class innovators business minds and change agents who believe passionately in our mission and put our team ahead of self. We are committed to the continued development and growth of our employees and invest in your success!

We care about your personal well being as much as your professional success and offer generous benefits to full time employees including: 100% company paid comprehensive health benefits for Medical Dental Vision Short Term Disability Long Term Disability and Life Insurance Retirement plan with generous company contributions FSA for Health and Dependent Care 3 weeks of vacation time in the first year of employment 11 paid company holidays paid sick time paid family leave and more!

Our inclusive environment focuses on making decisions based on merit without regard to race color hair texture gender religion age nationality social or ethnic origin sexual orientation gender identity gender expression LGBTQIA+ status marital status pregnancy disability genetics veteran status or any other characteristic protected by law.