Program Manager HDG Operations

Are you a skilled professional who believes in lending your skills to end hunger during these unprecedented times? If so, consider being the Program Manager, HDG Operations for the San Francisco-Marin Food Bank. Join our friendly, collaborative, and hardworking programs team, reporting to the Associate Director, HDG Operations. The Home Delivery Operations Manager is responsible for overseeing the day-to-day operations of our delivery service, supporting the design and implementation of a food is medicine initiative, and introducing choice into the delivery menu. 

Who We Are: 

Our mission is to end hunger in San Francisco and Marin. 

We envision a just and equitable society that nurtures a resilient community. We envision a community where everyone will have access to nutritious food of their choosing and will be uplifted by a network of support. We work with our community to create lasting solutions to address both the hunger we see today and the root causes that perpetuate food insecurity in our society. Every week, over 50,000 households count on us for food assistance. 60% of what we distribute is fresh fruits and vegetables. 

Who You Are: 

To excel in this position, you will need to approach the work with the following habits and values: 

• People Leadership - Establishes clear direction, objectives, and responsibility for tasks. Distributes workloads and delegates appropriately, monitors and measures progress, and provides training, as needed. 

• Empowers Others - Shares authority and information appropriately so team can make meaningful decisions in their roles. Allows occasional mistakes and encourages learning from experience. 

• Interpersonal Effectiveness - Builds meaningful and enduring connections with others. Is approachable and uses diplomacy and tact and can diffuse high-tension situations. 

• Decision Making - Exhibits the ability to make high-quality and timely decisions based on analysis, judgement, experience and knowledge, and the ability to make quick decisions, sometimes with incomplete information and under pressure. 

• Culture Management - Fosters a culture guided by organizational values. 

• Optimizes Work Processes - Identifies and creates the processes necessary to get work done and seeks ways to improve processes, from small tweaks to complete reengineering. 

What You Would Be Accountable for: 

The Program Manager, HDG Operations will be responsible for the following key pieces of work: 

• Manage a team of staff and oversee program implementation, ensuring program goals are reached 

• Strategize, implement, and maintain program initiatives that adhere to organizational objectives 

• Develop, regularly review, and improve program policies, procedures and protocols for consistency and effectiveness 

What You Would Be Doing Right Now: 

Delivery Operations 

Distribution 

• Ensure the delivery service staff work together as a team to create a smooth and efficient delivery operation with excellent customer service.  

• Effectively troubleshoot challenging situations and make reasoned tactical decisions to solve unexpected problems.  

• Verify needed resources are in place to adhere to delivery schedules.  

• Serve as backup to delivery service staff as needed.  

• Manage escalated customer service situations with drivers, vendors or passers-by. 

• Create and maintain written policies and procedures manual.  

• Evaluate business practices and processes to identify areas for improvement, consider solutions, and implement as appropriate.  

• Communicate clearly and follow up with Volunteer Project Lead and Community Engagement branches to problem solve, meet goals and collaborate on shared policies and procedures.  

• Confer regularly with and seek guidance from the Associate Director about current and projected capacity to make home deliveries, to collaborate on strategies for increasing, maintaining, or reducing delivery capacity, and to set priorities.  

• Respond to participant and non-participant communications as received.  

• Work with Associate Director of HDG Operations to identify and escalate facility needs and to coordinate with vendors as needed. 

• Walk-through and secure the facility at the end of the workday. 

Food Safety  

• Ensure compliance with state and local food safety regulations and maintain safe product temperatures for perishable and Time/Temperature Controlled for Safety (TTS) foods.  

• Coordinate with staff, volunteers, and third-party delivery services to ensure efficient and safe transportation of food, including conducting vehicle sanitation inspections and maintaining temperature control documentation.  

• Develop and/or update training programs for delivery drivers on food safety principles, personal hygiene protocols, and client interaction procedures. 

• Monitor and evaluate delivery routes, scheduling, and client feedback to optimize delivery efficiency and ensure timely and accurate food distribution to clients' homes. 

Food Quality 

• Collaborate on quality control processes with all teams on site to ensure all groceries meet product integrity standards. 

• Establish and maintain strong relationships with Volunteer Project Lead and Community Engagement branches to implement best practices ensuring participants receive the highest quality product possible.  

• Analyze food quality feedback from recipients, follow-up and adjust policies, practices, and/or procedures as necessary. 

Food is Medicine 

• Adhere to Lead Entity guidelines to implement policies, procedures and protocols to effectively manage the conversion of referral information into deliveries, ensuring accuracy in menu, delivery time, and other delivery attributes. 

• Lead Entity Operational Liaison: Maintain clear and open lines of communication with Lead Entity and other subcontractors to ensure alignment on expectations, requirements, and any issues that arise. 

• Eligibility and Referral Management: Monitor referral process, coordinate with intake/assessment team as necessary, and coordinate start date for authorized services within agreed-upon timelines for eligible plan members. 

• Compliance and Documentation: Ensure compliance with contractual obligations and organizational policies. Use software provided by Lead Entity for documenting and managing processes accurately. 

• Training and Reporting: Ensure training for data privacy and security and training for staff involved in managing eligibility, referrals, grievances, and incidents is completed according to specifications of Lead Entity. Compile and submit reports and documentation to Lead Entity as required. 

Food Choice 

• Discovery and Roadmap Development: Lead the process of identifying and evaluating options for implementing participant choice within the programs. Develop a roadmap that outlines the steps and milestones for integrating choice into the delivery system. 

• Choice Implementation: Design and manage flexible systems that offer participants choice in their grocery items through iterative enhancements. 

• Quality Assurance and Feedback: Develop feedback mechanisms from recipients and stakeholders. Use feedback to iteratively improve the program, enhancing participant satisfaction and overall program performance. 

What Else You Should Know: 

PREFERRED EXPERIENCE: 

• Volunteer recruitment and retention experience is preferred.  

• A people-centered mindset, including collaboration, coaching, de-escalation and having difficult conversations; mediation training/expertise. 

• Experience working in a managed care organization or with Medicare/Medicaid focused on eligibility, billing and workflows. 

• Fluency in Cantonese or Spanish is a plus. 

KEY KNOWLEDGE, SKILLS, & ABILITIES: 

• Fluency in English: receive a level 10 score on the verbal assessment.   

• Proficient in MS Office (Excel, PowerPoint, Word etc.) including advanced Excel and Word formatting skills.  Pass an Excel test.  

• 1-3 years of relevant experience. 

• Demonstrated experience successfully supervising staff. 

• Demonstrated experience effectively supervising a complex operation. 

• An analytical mindset with strong problem-solving skills.  

• Ability to listen, identify, analyze, and guide lay users through system and procedural problems.  

• Ability to work efficiently, independently and as part of a team, to communicate regularly, and meet deadlines.  

CERTIFICATES, LICENSES, REGISTRATIONS: 

• Driver’s license required. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT: 

This position is set in a office environment. The physical and environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position works Tuesday – Saturday. 

SALARY The position is full-time exempt. The starting salary for this position ranges from $87,243.59-89,941.85  with exact salary depending on experience.  

BENEFITS All positions are offered generous holiday and sick time as well as retirement savings. This position also qualifies for medical, dental, life, long-term disability, and vacation time.