Dispute Resolution Manager

BBB Serving Greater Cleveland is a private, non-profit organization with over 100 years of history advancing marketplace trust in the community.  Our financial stability has positioned us for growth as we proceed into the new year.  Currently we are seeking a management-level dispute resolution supervisor who is mission driven, self-motivated, and hands-on. This position is ideal for someone with demonstrated experience in leading a customer service team, resolving disputes, and conducting investigations.  The Dispute Resolution Manager will work closely with the Director of Operations to execute the organization's initiatives in order to meet its strategic needs. This person will have the functional responsibility of leading the team of Dispute Resolution Specialists in accomplishing a series of key performance indicators that track the overall success of this team.  

Responsibilities for this position include:

  • Oversee the dispute resolution department

  • Monitor and report on the overall success of the Dispute Resolution Team

  • Assist with resolving escalated concerns with parties

  • Identify patterns in complaints and perform investigations

  • Identify and investigate potential scams

  • Write press releases on findings for both scam and complaint investigations

  • Oversee student intern program

Required Skills and Competencies:

  • Bachelor’s degree preferred

  • 5 years of customer service and/or dispute resolution experience

  • 2 years of management experience with staff oversight

  • Expert computer skills in Google Apps for Business

  • Strong writing and communication skills

We are located in downtown Cleveland (parking is provided) and offer an aggressive benefits package including:

  • 100% medical insurance coverage for employees plus contributions toward vision, and dental plans (medical insurance coverage for spouses, children and family plans are available with employee contribution)

  • 401(k) with matching contributions

  • Flex-time and telecommuting options by arrangement

  • Long term disability plan

  • Life insurance

  • Generous PTO

Interested candidates may submit a cover letter and a resume with salary requirements to ericka@cleveland.bbb.org by January 15, 2018. 

Equal Employment Statement

This Equal Employment Opportunity Policy applies to all policies and procedures relating to recruitment, hiring, promotion, compensation, benefits, termination and all other terms and conditions of employment.

It is our policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, national origin, gender, sexual orientation, age, disability or marital status. Discrimination or harassment on any of these bases in the workplace, including business trips and official functions, is unacceptable and will not be tolerated.

You can find our other open position(s) here: Open Positions