Voucher Processing & Redemption Manager

For over 30 years, it’s been CALSTART’s mission to develop, assess, and implement large-scale, zero-emission transportation solutions to mitigate climate change and support economic growth. CALSTART works with businesses, organizations, governments, and communities to create real-life impact toward clean air and equitable access to clean transportation for all. CALSTART provides scientific, technical and policy support for regulatory development and clean technology and infrastructure acceleration.

The Voucher Processing Manager (VPM) is focused on supporting multiple state and municipal sponsored voucher programs that CALSTART administers. The VPM oversees the Voucher Processing & Redemption Specialists (VPRS), ensuring the effective (quality, time, & cost)processing and management of various program vouchers, streamlining operations, while exceeding program service delivery expectations. The VPM maintains strict compliance of program guidelines, policies, and procedures and is the first escalation point for complex issues. The VPM monitors application workflows and tracks progress trends and liaises with internal and external stakeholders for collaborative discrepancy resolution.

Key Responsibilities

• Team Leadership: Supervise and mentor a team of VPRS while fostering a positive and productive work environment through individualized guidance, training, professional development in a high-volume processing environment.
• Process Management: Oversee the end-to-end voucher processing workflow, ensuring timely and accurate application review, data entry & analysis, and voucher redemptions.
• Quality Assurance: Implement quality control measures to comply with program guidelines, regulatory policies, and departmental procedures and maintain exacting standards of accuracy and integrity.
• Stakeholder Communication: Serve as the primary point of contact for internal and external stakeholders, addressing application inquiries, resolving issues, and providing updates on program status. Act as Subject Matter Expert (SME) for rapid and consistent voucher-related discrepancy resolution.
• Reporting and Analysis: Scrutinize voucher dashboards and reports on application progress, voucher redemption rates, and program metrics to identify trends, bottlenecks, and opportunities for improvement.
• Process Improvement: Identify and implement process improvements (design, test, and implementation) to reduce errors and fix bottlenecks to improve program effectiveness and enhance the applicant experience.
• Collaboration: Work closely with the Voucher Processing team, CALSTART staff, and external partners to ensure program success and align efforts with organizational goals.
• Communication: Possess excellent verbal and written communication that are professional in appearance and content. Mentor team members on communication approach and, when necessary, speak directly with stakeholders to troubleshoot and guide them along the application journey. Coordinate the monitoring and responses of programname@CALSTART.. program email inquiries.
• Customer Service: Professionally address inquiries from applicants, dealers, and other external stakeholders, provide pertinent information, both stated and unstated, and anticipate future needs. Ability to de-escalate conflicts in a professional manner that strengthens the relationship.

Qualifications

• Bachelor’s degree in business administration, finance, accounting, environmental science, or a related field preferred.
• Experience: Minimum of 4+ years of experience in administrative roles, data processing, data entry, or customer service. Experience in grant management or voucher processing programs is a plus.

Skills

• Maturing leadership and team management abilities.
• Strong attention to detail, time-management skills, and organizational skills.
• Proficiency in data entry and data analysis.
• Excellent written and verbal communication skills.
• Comfortable working independently with minimal oversight and knowing when to escalate.
• Developed interpersonal skills to maintain effective working relationships within multi-team environments and avoid micromanagement.
• Aptitude for working individually and managing a team in a remote environment.
• Proficiency in program management tools including Microsoft Office Suite (e.g., Excel, Word, Outlook, SharePoint).
• Familiarity with CRM software (e.g., Salesforce) and data management systems.

Personal Attributes

• Ability to ruthlessly prioritize and manage multiple team members and their assigned tasks, program complexities, and deadlines effectively.
• Growth mindset paired with strong problem-solving and critical thinking skills.
• High level of integrity and commitment to cross-collaboration engagement for shared wins.
• Can exercise judgment and discretion to make sound decisions supported by facts.
• Desired, not required – Knowledge of CA incentive landscape and policies including CARB’s portfolio of funding or other public agencies.

$85,000 – $97,000 a year

CALSTART values transparency and strives to provide as much information regarding compensation as possible. The complete salary range for this role is $85,000 – $97,000. We determine pay based on several factors, including but not limited to job-related skills, qualifications, experience, education, internal equity and other factors relevant to the job.

We understand that not everyone will match the above qualifications 100%. If your background isn’t perfectly aligned but you feel you would be a great addition to the team, we’d love to hear from you.

We’re a tight-knit team of world-class innovators, business minds, and change agents who believe passionately in our mission and put our team ahead of self. We are committed to the continued development and growth of our employees and invest in your success!

We care about your personal well being as much as your professional success and offer generous benefits to full time employees including: 100% company paid comprehensive health benefits for Medical, Dental, Vision, Short Term Disability, Long Term Disability and Life Insurance, Retirement plan with generous company contributions, FSA for Health and Dependent Care, 3 weeks of vacation time in the first year of employment, 11 paid company holidays, paid sick time, paid family leave, and more!

Our inclusive environment focuses on making decisions based on merit without regard to race, color, hair texture, gender, religion, age, nationality, social or ethnic origin, sexual orientation, gender identity, gender expression, LGBTQIA+ status, marital status, pregnancy, disability, genetics, veteran status, or any other characteristic protected by law.