Client Services Manager

Position Summary:
The client services manager is responsible for overseeing the client services team, ensuring an efficient and compassionate intake process, accurate data collection, and timely administration of client services. This role will develop systems to improve efficiency, ensure compliance with grant requirements, and support organizational goals through data-driven decision-making. The client services manager will collaborate with the director of nutrition, director of community engagement, and development team to ensure agency goals are being met.

Key Responsibilities:

Client Services & Program Operations

• Supervise client services staff, ensuring timely client intake, orders, and survey administration.
• Develop and refine processes to improve efficiency in client intake, client orders, and data collection.
• Ensure all client interactions align with FFT’s mission and values, providing compassionate and equitable service.
• Ensure compliance with HIPAA regulations and organizational policies when handling client personally identifiable information (PII) to protect confidentiality and privacy.

Data Management & Grant Compliance

• Oversee data collection and reporting to ensure compliance with grant requirements and contract billing.
• Utilize Salesforce to track client data, generate reports, and assess program impact.

Collaboration & Leadership

• Work closely with the director of nutrition to update menus as needed, ensuring compliance with meal and grocery standards.
• Partner with the director of community engagement to improve outreach and access to services.
• Support the development team by providing accurate data and client insights for grant applications and reporting.
• Train and mentor client services staff, fostering a culture of efficiency, accountability, and compassion.

Qualifications & Skills:

• 3 years of experience in client services, case management, or program administration, preferably in a nonprofit or healthcare setting.
• Strong leadership skills, with experience managing and coaching teams.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and Salesforce or similar CRM database.
• Experience with data collection, analysis, and reporting to support program goals and grant compliance.
• Ability to develop and implement efficient systems for client services operations.
• Strong interpersonal and communication skills, with a commitment to equity and inclusion.
• Knowledge of food security, nutrition, or public health is a plus.