Manager - Member Care Team

Modo is a co-op founded on social purpose: We build a sustainable, inclusive future where shared vehicles strengthen communities. Driven by people – not profit – Modo was the first carshare to open shop in BC back in 1997. Our promise is to offer an exceptional shared vehicle experience. Modo is a leader in the ever-changing shared mobility space and our brand is well recognized and respected. Our employees share a passion for social impact; it’s what draws us together to do our best. For more information, visit: www.modo.coop We have an opportunity for a **Manager** to join our **Member Care team.** As a **Member Care Team Manager**, you will build on your experience leading teams in a unionized environment, operational management skills, and customer service experience to lead the daily operations of Modo's contact centre and oversee a team dedicated to delivering exceptional member service. You will be responsible for creating an environment where employees can do their best work while ensuring members receive timely, professional, and empathetic support. You'll balance people leadership, operational management, workforce planning, and continuous improvement to achieve strong service outcomes and a positive employee experience. In partnership with People & Culture and the Director of Operations, you will help ensure the consistent and fair application of collective agreement provisions and workplace practices. Drawing on your ability to analyze performance data, solve operational challenges, and develop people, you will help drive service excellence, employee engagement, and operational effectiveness. This role is ideal for someone who enjoys solving operational challenges, improving processes and enhancing both the member and employee experience. **This is a permanent, full-time remote-first role based in Vancouver, BC.** While primarily remote, occasional in-person meetings at our downtown Vancouver office are expected to support collaboration and team connection. Only candidates located in the Lower Mainland will be considered for this role. At Modo, we value curiosity, collaboration, and commitment to doing meaningful work, and we are excited to welcome someone who shares those values. If this sounds like you, we want to hear from you! **To apply, please submit your resume to jobs@modo.coop** **Salary range:** $69,000 - $75,000per year. **What you will do:** * Oversee the day-to-day operations of Modo's contact centre, ensuring members receive timely, professional, and empathetic support across all service channels while maintaining high standards of service quality. * Accountable for the performance, engagement, development and operational effectiveness of the Member Care Agents, Subject Matter Experts, and a Quality Team Lead, fostering a culture of accountability, collaboration, and service excellence. * Monitor service levels, response times, contact volumes, and staffing requirements, making operational adjustments to m