Director of Member Services

Food Bank
New York
Director of Member Services

The Director of Member Services (DSM) provides strategic oversight of all aspects of relations with Foodlink member agencies to ensure support and compliance with Feeding America, New York State, and Foodlink operating guidelines, regulations and rules. The DSM strengthens and expands these critical relationships with member agencies, while leading the management and development of the Member Services team.

End date
Opportunity type
Programs / Agency Relations / Clients
Job responsibilities

-Lead the Member Services Team
-Continuously strengthen the member service team by providing effective communication, management and development of the team. Support, coach and provide training as needed.
-Oversee establishment of annual/bi-annual goals for all team members.
-Empower team members with the knowledge and support they need to effectively troubleshoot and resolve issues/conflicts/concerns with member agencies.
-Model Foodlink’s core values in all you do.
-Strengthen and Support the Foodlink Member Network
-Provide and ensure excellent customer service to Foodlink’s network of member agencies.
-Continuously strengthen relationships with membership network, including taking lead in onboarding new sites and terminating membership with struggling sites, as well as overseeing the marketing of Foodlink’s services as appropriate, in consideration of member agency needs.
-Oversee the NYS Department of Health’s Hunger Prevention and Nutrition Assistance Program’s annual Food, Operations Support, and Seed Grant processes from start to finish.
-Oversee the administration and growth of Foodlink’s Member Service Programs, which include but are not limited to: Pop-Up Pantries, school pantries, BackPack, and “Enabled” Agencies.
-Manage all special requests and holiday distributions, working directly with the Distribution Center.
-Facilitate the Agency Advisory Council, a subcommittee of Foodlink’s Board of Directors.
-With support from the marketing and development team, oversee the planning, coordination and implementation of Foodlink’s Annual Member Agency Conference
-Represent /oversee representation of Foodlink at food provider coalition meetings or other public forums
-Collaborate Internally
-Collaborate with all Foodlink departments to improve service delivery and stakeholder experience.
-Work closely with Foodlink’s Director of Operations to ensure the fulfillment of all member agency orders
-Work closely with Foodlink’s Finance Team on annual budgeting and grant processes
-Develop a deep understanding of Foodlink’s internal operations, including Foodink’s inventory software (Primarius)
-Ensure Compliance
-Ensure compliance with applicable guidelines and standards of Feeding America, USDA, NYS Agriculture & Markets, and HPNAP, both for Foodlink internally and our network of members.
-Maintain timely on-site member agency visits and documentation to ensure member agency compliance.
-Ensure proper processing and coordination of all HPNAP equipment transfers and disposals
-Oversee staff to ensure proper filing and documentation for grant reporting purposes
-Oversee orientation, technical assistance and training of new members.

Application qualifications

Preferred candidates will have:
-Must have a four-year degree and two years' experience in not-for-profits, or equivalent combination of education and experience.
-5+ years customer service experience
-A minimum of 2-3 years of experience in direct supervision and management of professional staff 
-Grant management experience 
-General understanding of and experience participating in departmental/organizational budget process
-Excellent communication skills, including public speaking 
-Computer proficiency including MS Office products 
-Aptitude for connecting with others and fostering positive relationships
-Proficiency in Microsoft Word for Windows, Excel, Outlook and PowerPoint required
-Experience with distribution and logistics a plus
-Must possess a valid driver’s license with a good driving record and be willing to travel within Foodlink’s 10 county service area
-We are actively seeking diverse candidates for this position and encourage applications from candidates of color.


This is a full time, year-round position, paid at $60,000/annually. Foodlink covers 100% of individual health and dental insurance with the ability to acquire family coverage with pretax dollars. In addition to generous paid time off (PTO), we observe 14 paid holidays throughout the year. Opportunity to contribute to a 401k retirement savings plan upon hire. Eligible for generous employer match after 1 year of service.

How to apply

Submit a cover letter and resume to [email protected]
Or apply through indeed: from=mobviewjob&tk=1fdfa8jmau4tg802&fromjk=090f8159be54d35c&attributionid=mobvjcmp
Foodlink is an equal opportunity Employer.