Customer Care Manager - Production Control

The position regularly interacts with the client daily via phone, email, and in-person meetings, and with internal management, information technology resources, and finance and accounting groups. The position typically reports to a Senior Customer Care Manager.

The most successful candidates will demonstrate exemplary commitment to Trellint’s values:

• Accountability: We own our actions and outcomes. We deliver on promises, learn from missteps, and take responsibility — always.

• Commitment: We are fully invested in our mission, our people, and our partners. We stay the course, work with purpose, and never settle for less than our best.

• Excellence: We pursue the highest standards in every task, project, and interaction. We challenge ourselves to grow and to exceed expectations.

• Integrity: We act with honesty, fairness, and respect. Our decisions are guided by what’s right — not what’s easy.

• Trust: We build lasting relationships through transparency, reliability, and mutual respect. Trust is the foundation of everything we do.

The Production Control Manager oversees the daily flow of production activities to ensure accuracy, timeliness, and operational efficiency. This role is responsible for managing staff, coordinating with internal teams and external clients, and ensuring that all production notices, reports, and reconciliations are completed on schedule. The ideal candidate is detail‑oriented, highly organized, and skilled at balancing operational demands with strategic oversight.

As a manager working in a collaborative, dynamic environment, the primary responsibilities will include but are not limited to the following:

Daily Operations Support

• Lead and manage daily, weekly, and monthly production reconciliation activities.

• Ensure all notices, reports, and deliverables are produced accurately and on time.

• Monitor workflow, identify bottlenecks, and implement process improvements to enhance efficiency.

• Maintain production schedules and adjust priorities as needed to meet deadlines.

• Identifies areas of continuous improvement and opportunity for cost savings and performance efficiencies.

• Other related duties as assigned.

System/Process Development

• Participates in or leads cross-functional teams focused on the delivery of new or existing projects. Writes detailed business functional requirements.

• Works with customers to troubleshoot system functionality issues and participates in database testing for new implementations and system improvements.

• Clearly articulates client needs/requirements to other business partners and facilitates the management of data system changes.

Data Analysis

• Experience in developing statistical/analytical reports for clients and program management team. Build key performance indicators and reports for customers.

• Develops metrics that provide data for process management and future improvement opportunities in operations.

Experience Required

• Works independently with only general management direction.

• Remains calm and exercises tact and diplomacy in researching and resolving customer complaints.

• Adaptability to changing requirements dictated by industry and company environment.

• Demonstrates strong organizational, multi-tasking, and interpersonal communication skills.

• Bachelor’s Degree or 3 years equivalent work experience, preferably in dealing with municipal government clients.

• Skill in using Microsoft suite of applications. Advanced proficiency in using MS Excel is a plus.