Starting Pay: $74,080.00-$92,600.00

POSITION SUMMARY:

The Partner Services Team maintains relationships with over 500 hunger-relief organizations that distribute food and non-food resources to families in southeast Texas. The Partner Services Senior Manager is responsible for maintaining the smooth operations of all day-to-day Partner Services functions throughout the 18 counties Houston Food Bank (HFB) serves. This position oversees the Community Partnerships Team, Senior Box Team, and Partner Services Process Manager. The Partner Services Senior Manager also serves as the primary liaison to our 4 affiliate food banks. This position works with HFB administrative, programmatic, and operations staff to develop and improve training, partner policies, and procedures to meet the ongoing needs of community partners and mitigate organizational risks. This position provides exceptional external and internal customer service and support to partner agencies, staff, volunteers, and other contacts daily. The Partner Services Senior Manager is the charge person in the absence of the Director of Partner Services. This position compiles departmental reports and keeps the Director well informed of area activities.

Adhere to PACT values. (Purpose: Using our strengths passionately to contribute to our mission. Accountability: Choosing to rise above one’s circumstances and demonstrating ownership to achieve results. See It. Own It. Solve It. Do It. Courage: Standing up for what’s right and acting. Transparency: Doing things openly and honestly).

ESSENTIAL JOB FUNCTIONS:

1. Provides great customer service and member support to all internal and external customers.
2. Provides technical assistance to new, existing, and prospective partner agencies.
3. Develops training and resources that support partners’ outreach and distribution goals (e.g. orientations, on-boarding, food safety workshops, partner conferences, etc.).
4. Works internally with administrative, program, and operations staff to resolve customer service concerns and improve overall service to partners.
5. Uses data and feedback from clients and partners to develop network improvement strategies in conjunction with strategic partnerships with team members.
6. Maintains departmental policies and procedures, and annually reviews them to improve overall service delivery and mitigate risks.
7. Evaluates partners continuing eligibility at all stages of the partnership process (e.g. recruitment, monitoring, and customer service visits).
8. Audits partner files to ensure they are accurate and complete.
9. Leads investigations to ensure that donated product is used for its intended purpose.
10. Maintains a working knowledge of USDA, TDA, and Feeding America compliance requirements.
11. Directs staff toward the completion of projects and tasks in a timely manner.
12. Provides ongoing feedback and coaching to staff members.
13. Coordinates individual and team meetings with staff to disseminate information and strategize.
14. Coordinates training for staff to ensure their knowledge of industry best practices, compliance requirements, and other relevant topics that help them to develop professionally and improve their service delivery to partners.
15. Evaluates the performance of staff regularly.
16. Ensures that the CERES database is consistently updated with the most accurate partner information (e.g. partner membership status, contact information, etc.).
17. Documents key information related to partner services (e.g. policies, procedures, client stories, complaints, investigations, etc.).
18. Creates departmental reports and letters, as needed.
19. Analyzes and reports on partner activities and performance.
20. Compiles monthly statistics.
21. Collaborates with the Strategic Partnership (Customer Experience Center, Food for Change) Team members to meet organizational objectives and communicates clearly and effectively while leading and contributing as a productive member of the Strategic Partnerships Team.
22. Provides support to other team members with relevant tasks and contributes to problem resolution on different projects.
23. Attends relevant meetings, adheres to deadlines, and participates as a vital member to collectively advance organizational, departmental, and team-level objectives.
24. Represents HFB at external organizations and community meetings.
25. Builds relationships with external community groups.

SUPERVISORY RESPONSIBILITIES:

Manages two (2) or more direct reports by providing guidance and/or oversight to employees and/or contractors. Develops and maintains roles, responsibilities, and expectations. Practices performance management in support of employee development, and perform administrative duties associated with being a people manager. Responsibilities include interviewing, planning, assigning, directing work, and resolving problems. Responsibilities also include sponsoring and participating in and/or supporting project teams sponsored by other management team members.

QUALIFICATIONS:

Education/Experience:

• Bachelor's degree from an accredited four-year college or university in Social Work, Business, Humanities, or closely related field
• 5-7 years of experience in leadership program management, and coordination
• 2 years of supervisory/managing teams experience required
• 2 years working in community organizations preferred

Certificates, Licenses, and Registrations:

Must have reliable transportation, a valid driver’s license, and insurance.

Special Knowledge/Skills/Abilities:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability needed. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. (For best performance, the job holder in this position would be expected to show the right knowledge, skills, and abilities in the listed areas.)

• Ability to influence others through outstanding interpersonal skills, collaboration, and negotiation skills
• Ability to advocate and manage change and to adjust to dynamic situations productively and proactively

• Excellent customer services skills and willingness to assist others
• Ability to meet and work with diverse populations and the general public
• Ability to be an action-oriented and results-driven leader, with a natural aptitude for engaging others across multiple workgroups
• Strong problem solving skills
• Ability to build and facilitate relationships at all levels of the organization, both internally and externally
• Excellent communication and presentation skills, with the ability to handle complex topics comfortably and to interact effectively with all levels, both verbally and written
• Must work effectively with situations that require tack and diplomacy
• The ability to work on multiple projects simultaneously on a variable schedule based on project demand
• Ability to establish and maintain effective working relationships with direct reports, co-workers, and staff of other departments

COMPLIANCE:

Carries out responsibilities in accordance with The Emergency Food Assistance Program(TEFAP), Texas Department of Agriculture (TDA), United States Department of Agriculture (USDA), Commodity Supplemental Food Program (CSFP), state and federal laws, and HFB policies.

REASONING ABILITY:

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability needed. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. (For best performance, the jobholder in this position would be expected to show the right knowledge, skills, and abilities in the listed areas.)

COMPETENCIES:

Business Insight / Instills Trust / Drives Engagement / Optimizes Work Processes / Directs Work / Composure / Manages Ambiguity / Communicates Effectively / Organizational Savvy / Decision Quality / Manages Conflict / Presentation Skills

PHYSICAL REQUIREMENTS:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of the job, the employee is required daily to analyze and interpret data, communicate, and remain in a standing or stationary position for a significant amount of the workday; and often access, input, and retrieve information from the computer and other office productivity devices. The employee must regularly move about the office and around the facility, use hands, wrists, and fingers to grip, type, and write. The employee must frequently lift 10 pounds. The employee will need to have the average ability to hear horns, warnings, and alerts associated with a warehouse. The employee must occasionally travel to other sites for business.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. While the job is generally performed in an enclosed office environment, the employee is occasionally exposed to wet and/or humid conditions, strong food-related smells, and outside weather conditions. The noise level in the office environment is typically quiet, but the employee will be occasionally exposed to loud noise levels (e.g., horns, fans).

TRAVEL REQUIRED:

Travel is required for this position (up to 25% of the time and on a domestic basis within our 18-county service area).

This role supports hours of operations at HFB facilities, as necessary, and may require flexibility (e.g., times of disaster, community events, company events).

*Is legally able to work in the United States.

The foregoing statements describe the general purpose and essential job functions needed for this job and are not an exhaustive list of all responsibilities, working conditions, qualifications, and skills that may be needed.

Houston Food Bank (HFB) is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities, and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented, and diverse workforce.

HFB is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding, and medical conditions related to pregnancy), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.