Intake Manager: Complaints & ADR Lead

CPSBC Careers; Vancouver; Hybrid; CAD 87,000 - 131,000; Full time

Benefits offered by this job

Hybrid work model

Comprehensive benefits package

Accommodations available upon request

Job summary

CPSBC Careers in Vancouver, BC, seeks an intake manager to oversee the complaint intake process and ADR program, in alignment with CPSBC policies, with collaboration from the department leadership team.

The role leads complaint navigators and administrative staff, develops policies and templates for dispute resolution, monitors KPIs, and delivers training to strengthen mediation, shuttle negotiation, and patient-and-licensee support across the department.

Qualifications

• Minimum 5 to 7 years of progressively responsible experience in conflict management, mediation, employee relations, labour relations, investigations, dispute resolution, or related field, including complex/sensitive cases.
• Master’s degree in business or health administration, human resources, conflict analysis/management or related field is an asset.
• Knowledge of mediation, shuttle negotiation, facilitation, restorative practices, and ADR methodologies; completion of mediation or conflict resolution training is an asset.

Responsibilities

• Oversee complaint intake and ADR program development, ensuring alignment with regulatory requirements.
• Lead the intake team including complaint navigators and administrative staff.
• Develop policies, procedures, and templates to support effective dispute resolution practices.
• Monitor program performance with KPIs and monthly dashboard reports.
• Coordinate with leadership and other departments to ensure efficient workflow.

Skills

Conflict management

Mediation

Team leadership

Communication skills

Problem solving

Microsoft Office

Documentation

Education

Master's degree in business/health administration/HR

Mediation training (asset)

Tools

Database usage

CRM software

Job description

CPSBC Careers in Vancouver, BC, seeks an intake manager to oversee the complaint intake process and ADR program, in alignment with CPSBC policies, with collaboration from the department leadership team.

The role leads complaint navigators and administrative staff, develops policies and templates for dispute resolution, monitors KPIs, and delivers training to strengthen mediation, shuttle negotiation, and patient-and-licensee support across the department.