GREATER CHICAGO FOOD DEPOSITORY

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Senior Manager of Partner Services (Project Management)



General Description:

The Senior Manager of Partner Services leads a team supporting community partners across Cook County. They ensure daily operations run smoothly, train staff, monitor service metrics, and ensures excellent customer service for our partners. This role involves optimizing IT systems, implementing CRM strategies, managing contract signing and storage, managing a customer support email and phone line, and overseeing special projects like food ordering and compliance with governing bodies (e.g., USDA, Feeding America). The Senior Manager is key in implementing service standards and enhancing partner support strategies.

Key Responsibilities:

  1. Team Management: Lead and mentor the Partner Services team in their daily operations to deliver outstanding customer service to over 800 partners that run programs with us, including a large portfolio of partners that procure and distribute food from the Food Depository for local distribution.
  2. Support Strategies: Collaborate with all of Community Impact, and directly with the Partner Services, Partner Support and Partner Relations teams to execute strategic initiatives that support all partner services.
  3. Team Collaboration: Coordinate with program leads to ensure consistent service delivery and partner support.
  4. Administrative Support: Assist community partners with administrative needs and direct them to relevant resources and services within the Food Depository.
  5. Process Optimization: Examine the existing partner service request processes and partner complaint tracking systems to identify areas for enhancement and efficiency.
  6. Metrics Monitoring: Create and maintain dashboards to track metrics, ensuring that all phone and email inquiries are addressed accurately and promptly. Establish workflows and rules to ensure uniformity across the team. This duty also extends across the entire Partnership Services & Support team.
  7. Call Volume Reporting: Track and report on call volume and inquiry categories; identify and implement improvement opportunities in collaboration with other teams. (Across all teams)
  8. Partner Satisfaction Framework: Establish and execute a partner satisfaction framework to ensure partners receive consistent customer service every time they interact with the Food Depository.
  9. CRM Tool Implementation: Help integrate a CRM tool to enhance partner experience, improve departmental collaboration, and strengthen tracking of internal workflows for program maintenance.
  10. Find Food/Vivery Tool Oversight: Manage the Find Food/Vivery tool, and work with other teams on website enhancements and SOPs.
  11. CERES Database Management: Manage the CERES database for inventory and warehouse data storage:
  • Ensure partner records' accuracy and optimize SOPs for data input and maintenance.
  • Collaborate with IT to develop efficient reports for data retrieval.
  • Work with inventory control, operations, and IT to upgrade CERES as needed.
  1. File Management: Handle all files related to Partner Services, including Standard Operating Procedures (SOPs), partner files, and associated collateral:
    • Oversee the entire SOP document control and approval process, including analyzing existing SOPs, recommending improvements for process efficiency and efficacy, gathering team feedback, editing SOPs for clarity, and establishing a system for regular SOP maintenance.
    • Create checklists, communication templates, and guides to supplement SOPs and ensure smooth implementation of new processes.
    • Ensure adherence to organizational, regional, and federal regulations by setting up internal control procedures for proper maintenance of partner files and records.
    • Ensure our records, processes and data management are always audit ready.
  2. Cross Department Collaboration: Work closely with other Food Depository teams such as community engagement, programs, transportation, warehouse operations, and supply chain management to ensure effective partner strategies and operations.
  3. Problem Resolution: Address and resolve complex issues and escalations, ensuring satisfactory outcomes for all parties involved.
  4. Communication: Maintain open lines of communication with partners and neighbors, providing regular updates and feedback on service initiatives.

QUALIFICATIONS

  • Minimum of 5 years of experience in partner services, customer support, or a related field, with at least 3 years in a managerial role.
  • Preferred, but not required: Bachelor's degree in business administration, Management, or a related field
  • Proven track record of developing and implementing service strategies and standards.
  • Exceptional leadership and team management skills.
  • Strong communication, negotiation, and interpersonal skills.
  • Analytical mindset with the ability to interpret data and make informed decisions.
  • Ability to handle complex issues and provide effective solutions.
  • Strong organizational and project management skills.
  • Commitment to continuous improvement and excellence in service delivery.

BENEFITS:

• Health, dental, and vision insurance coverage
• Employer-paid life and disability insurance
• Employee Assistance Program
• 403(b) retirement plan with employer contribution
• Generous paid time off
• Parental leave
• On-site gym
• $3,000 annual employer-paid ThrivePass lifestyle and wellness benefit program
• $250 employee referral bonus

Apply Salary Minimum: 75000Salary Maximum: 80000

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