The Manager of Partner Services leads a team of employees who are responsible for supporting the needs of hundreds of food program community partners across Cook County. Community partners are central to our efforts to end hunger, so we strive to provide them with the tools needed to be successful.
Manager of Partner Services collects data on partner inquiries and service requests and conducts analysis to identify trends and recommend solutions. Being a Manager of Partner Services ensures coordinators and other team members as assigned follow established policies for addressing partners' inquiries and meet service quality goals. To ensure excellent service to community partners, the Manager is responsible for training all staff, establishing and monitoring service metrics, and identifying process improvements to enhance the overall partner experience and increase team productivity. This role is also responsible for optimizing the IT systems we use to manage community partner information, including Ceres, and supporting the development and implementation of a CRM strategy, and subsequent transition to utilizing a CRM tool to track partner communications succinctly.
The Manager will become the leading expert in operating and managing these systems and will be responsible for using them to optimize service, managing upgrades and making the most of the software’s capabilities. The team also supports special Food Depository projects including but not limited to managing mobile food distributions, Healthy Student Markets, holiday food orders, CEDA, USDA compliance, ensuring availability of Food Service Sanitation Associate Manager courses for network partners, and auditing files to ensure compliance with organizational, local, regional and national guidelines.
-Manage and coach the Partner Services team (4people) in their daily efforts to provide excellent customer service to nearly 700 program partners that order and receive food from the Food Depository for local distribution.
-Support the administrative needs of community partners, and act as an internal resource by guiding partners to the appropriate resources and services within the Food Depository.
-Manage the operations of key food programs including produce purchasing partnerships with select organizations, Mobile Programs, Healthy Student Markets and Fresh Trucks.
-In partnership with Director of Food Access establish and execute a customer relationship management (CRM) strategy.
-Understand current partner service request processes and identify opportunities for optimization and improvement.
-Develop scorecard and monitor metrics to ensure all phone and email inquiries are handled accurately and in a timely manner, and define workflows and rules to ensure consistency across the team.
-Develop and implement a partner satisfaction framework to ensure partners receive high-quality customer service every time they reach out to the Food Depository.
-Support the implementation of a CRM tool to optimize the partner experience, strengthen collaboration between departments that have regular touchpoints with partners, and track and streamline all partner communications.
-Oversee the CERES database, the organization’s inventory and warehouse data storage and retrieval system.
-Ensure the accuracy of partner records within CERES, and review and optimize SOPs regarding data input and maintenance.
-Partner with IT to develop JET reports to retrieve data from CERES in an efficient manner.
-Work collaboratively with inventory control, operations and IT to upgrade CERES, as appropriate.
-Manage all files that relate to Partner Services, including Standard Operating Procedures (SOPs), partner files, and related collateral
-Lead all aspects of the SOP document control and approval process, including leading the analysis of existing SOPs, recommending improvements to ensure process efficiency and efficacy, editing SOPs for clarity, and establishing a framework for regular SOP maintenance.
-Develop checklists, communication templates, and guides to complement SOPs and ensure streamlined implementation of new processes.
-Ensure compliance with organizational, regional, and federal regulations by establishing internal control procedures for proper maintenance of partner files and records.
-Collaborate with other Food Depository departments including those responsible for community engagement, programs, transportation, warehouse operations, and supply chain management to ensure strategies and operations are partner-focused..
-Bachelor’s degree and/or 5 years relevant experience in social service or social project management
-Ability to communicate diplomatically in both verbal and written form
-Excellent customer service and interpersonal skills
-Strong organizational skills and attention to detail are essential
-Aptitude for analyzing complex and technical problems, and implementing solutions to optimize processes and results
-Strong proficiency in MS Office- Word, Excel, Access, and Outlook highly preferred.
-Strong computer and database knowledge. Ceres experience a plus, or experience with other ERP systems
-Demonstrated initiative in identifying and acting upon process improvement opportunities and taking on special projects
-Ability to take directions and adapt to a fast-paced changing environment
-Must be proactive and demonstrate drive for results and solutions
Health, dental and vision insurance coverage
Employer paid life and disability insurance
Employee Assistance Program
403(b) retirement plan
Paid time off
Free onsite fitness classes
Healthy, affordable onsite dining
The Greater Chicago Food Depository, Chicago’s food bank, believes a healthy community starts with food. We are at the center of a network of more than 700 partner organizations and programs – food pantries, soup kitchens, shelters, mobile distributions and other partners – working to bring food, dignity and hope to our neighbors across Chicago and Cook County. The Food Depository addresses the root causes of hunger with job training, advocacy and other innovative solutions.