Better Business Bureau (BBB) seeks Manager, Accredited Services

About Us For more than 100 years, Better Business Bureau (BBB) has been helping people find businesses, brands and charities they can trust. BBB, BC & Yukon is a not-for-profit organization dedicated to advancing marketplace trust by supporting ethical business practices and helping consumers make informed decisions.

Funded by businesses that meet and commit to maintaining BBB Accreditation Standards, we work to build stronger relationships between businesses and the communities they serve.

About the Role

BBB is seeking a Manager, Accredited Services to lead our Accredited Services team and ensure that our Accredited Businesses receive exceptional service, build meaningful relationships with BBB, and continue to meet BBB Accreditation Standards.

This hands-on leadership role is responsible for the day-to-day operations of the department, supporting and developing team members, and overseeing initiatives that enhance the Accredited Business experience. The successful candidate will play an important role in driving business engagement, recognition and retention while contributing to BBB's broader organizational goals.

As a member of the BBB leadership team, you will work collaboratively across departments to identify opportunities for improvement, strengthen relationships with our Accredited Businesses, and support the continued success of our organization.

What You'll Do

- Lead and develop the team: Oversee daily operations of the Accredited Services department, including hiring, training, coaching and performance management. Support team members through regular feedback, meetings and ongoing professional development.
- Champion the Accredited Business experience: Ensure Accredited Businesses receive exceptional customer service, handle escalated concerns, and identify opportunities to strengthen engagement, satisfaction and long-term relationships.
- Oversee Accreditation Standards and practices: Serve as a subject matter expert on BBB Standards, policies, ratings, licensing requirements, business structures, Accreditation programs and benefit offerings. Ensure the team remains knowledgeable and up to date on relevant changes.




- Support business retention: Oversee past-due accreditation renewals, including decisions relating to cancellations, and work with leadership to analyze renewal and cancellation trends to identify opportunities for improvement.
- Drive engagement and recognition: Lead initiatives that celebrate and recognize Accredited Businesses, including recognition events, accreditation strategies and other relationship-building opportunities.
- Manage the Accredited Business Engagement Centre: Oversee daily operations, bookings and coordination with other departments to ensure adequate staffing and a positive experience for businesses using the space.
- Support outreach and events: Develop and coordinate BBB's trade show strategy and participate in Accredited Business events and activities that strengthen business relationships.
- Monitor and improve service quality: Review customer interactions, including telephone calls and live chats, provide coaching as needed, and identify opportunities to improve departmental processes and service delivery.
- Collaborate across departments: Work closely with sales management to support the accreditation application process, provide training and ensure operational efficiency and accuracy.
- Contribute to organizational success: Prepare reports and recommendations for BBB leadership and the Board of Directors, establish departmental objectives, and support initiatives that improve operational effectiveness and customer service.

What We're Looking For Ideal Education & Experience

- Post-secondary degree or diploma in business administration, management or a related discipline.
- At least five years of professional business experience, including a minimum of two years managing others in a business environment.
- Management or leadership training and/or relevant leadership experience.




- Robust customer service experience, including experience handling challenging situations and resolving customer concerns.
- Demonstrated experience improving processes, implementing changes and enhancing operational effectiveness.

Required Skills & Competencies

- Strong verbal and written communication skills, including a professional telephone manner and excellent business writing abilities.
- Strong interpersonal skills with the ability to build positive working relationships and handle sensitive information with professionalism and confidentiality.
- Demonstrated ability to lead, coach and support a team while managing day-to-day operational priorities.
- Excellent organizational and time-management skills, with the ability to prioritize competing demands effectively.
- Ability to think strategically and understand the bigger picture while maintaining attention to operational details.
- High proficiency in Google Workspace (G Suite) applications.

What's in It for You?

- The opportunity to lead a dedicated team and make a meaningful contribution to a respected not-for-profit organization.
- Flexible hybrid work arrangement, allowing you to work primarily from home, with onsite attendance required at least monthly and more frequently as operational needs arise.
- Comprehensive, cost-shared employee benefits.
- Annual bonus potential.
- RRSP matching program of up to 1.5% of your salary.
- Monday-to-Friday office hours.
- A downtown Vancouver office conveniently accessible by public transit.

How to Apply Interested candidates are invited to submit their resume along with a short cover letter explaining their interest in the position and how their experience aligns with the role.

Please, no telephone calls.

BBB thanks all applicants for their interest. However, only candidates whose qualifications and experience align with the position will be contacted for an interview.

Pay: $55,000.00-$60,000.00 per year

Benefits

- Casual dress
- Dental care
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- RRSP match
- Vision care
- Work from home

Work Location: Hybrid remote in Vancouver, BC V6E 3W1

📌 Manager of Accredited Services (Vancouver)
🏢 Better Business Bureau
📍 Vancouver