Partner Services Supervisor

Job Description

Job Description

Description:

Job Purpose / Summary

The Partner Services Supervisor leads day-to-day, boots-on-the-ground operations for Three Square's partner network, directly supervising the Partner Service Representatives who serve as partners' primary point of contact. This role ensures frontline staff deliver consistent, high-quality partner-facing customer service across the partner network. The Partner Services Supervisor builds strong working relationships with partner organizations by overseeing the team's day-to-day work and stepping in directly to support partners when escalation is needed.

Essential Job Functions

The following duties are considered essential functions of this position. Other duties may be assigned as needed.

• Ensure the Partner Services Representative team builds rapport, trust, and respect with partners through regular, personalized communication and excellent customer service, stepping in to provide direct, real-time support for deliveries, order discrepancies, and other urgent needs when escalation is required.
• Use partner self-assessment data, dashboards, and other tools to identify partners' strengths and challenges and offer tailored solutions to enhance efficiency and stability.
• Advocate for and solve problems on behalf of partners, ensuring concerns are followed up on and resolved, and escalating larger issues to the Senior Manager as needed.
• Monitor service standards, response times, and partner satisfaction metrics to ensure consistent, high-quality service delivery.
• Oversee daily operations of Partner Services, ensuring high-quality, consistent service delivery and data integrity across all reporting measures and grant financial documents.
• Oversee administrative tasks including partner onboarding and orientation, delivery schedule maintenance, and accurate partner recordkeeping.
• Facilitate order fulfillment and delivery coordination between partners and internal departments (Transportation, Warehouse, Procurement).
• Produce high-quality internal and external program materials, including protocols and training documentation.
• Directly supervise Partner Service Representatives, the Partner Services Coordinator, and the Nutrition Coordinator, providing coaching, guidance, and performance management.
• Conduct and document regular check-ins to assess individual performance against team work plans and operating procedures.
• Balance team workload and resources to ensure equitable assignments and timely completion of work, stepping in to fill a frontline Representative or Coordinator role temporarily when needed.
• Communicate effectively with team members and program partners to keep them informed of current and changing guidelines.
• Foster a culture of continuous learning, accountability, and customer service excellence through coaching and regular feedback.
• Collaborate with the Senior Manager, Partner Services Operations, on partner strategy and escalations, and actively represent the Partner Services team in required operational meetings.
• Identify operational efficiencies and recommend process improvements that enhance the partner experience and department effectiveness.
• Support efforts to collect and share neighbor success stories and partner achievements.
• Maintain required job knowledge, skills, and core professional competencies, and manage confidential information appropriately.

Education & Experience Requirements

• Bachelor’s degree from an accredited four-year college or university preferred
• Two or more years of supervisor experience in a nonprofit, nutrition, or public health setting preferred
• Experience interacting with diverse partner organizations and a strong customer service background are required

Skills & Abilities

• Outstanding written and verbal communication skills, with the ability to present to and field questions from partners, the public, and leadership.
• Ability to manage multiple projects and competing priorities with close attention to detail in a fast-paced, partner-facing environment.
• Ability to work independently in the field, solving practical problems with limited standardization.
• Demonstrated people-management skills, including coaching, delegation, and performance management of frontline staff.

Physical Requirements

The physical requirements listed are representative of those needed to successfully perform the essential duties of this position. In accordance with the Americans with Disabilities Act (ADA), Three Square will provide reasonable accommodations to qualified individuals with disabilities, absent undue hardship, to enable them to perform the essential functions of the role. 

• Ability to sit, use hands and fingers, talk or hear, and smell continually. 
• Ability to stand, walk, and reach frequently. 
• Ability to climb or balance, stoop, kneel, or crouch occasionally. 
• Ability to frequently lift and carry up to 10 lbs. 
• Ability to occasionally lift and carry up to 50 lbs. 
• Close vision is required to see computer monitors, read documents, and operate copy and fax machines. 
• Distance vision is required to drive an automobile if driving is a requirement of the job 

Work Environment

• Work is performed indoors in a climate-controlled office environment. 
• Moderate noise levels are found in a business office with computer printers, households with TVs, kitchen appliances, and driving in light traffic. 
• Occasionally exposed to outdoor weather conditions when traveling between buildings or attending off-site meetings and events. 
• May occasionally enter warehouse areas, with brief exposure to temperature variation, dust, and elevated noise levels from motorized equipment. 

Why You Will Love Working Here 

Joining Three Square means becoming part of a community-driven mission where your work truly matters, and where together, we can feed everyone. Every task you do, big or small, directly contributes to our mission of pursuing a hunger-free community. You will be a part of a team that shows up for our neighbors, works alongside dedicated program partners, and sees the tangible impact of their work reflected in the lives of the people we serve. 

What Benefits Do We Offer?

Pay & Financial Wellness: Competitive pay and free Financial Advice Services through Forthright Partners - because your financial health matters beyond your paycheck. 

Time to Recharge: We offer a generous PTO package, plus 16 paid holidays and 1 floating holiday, so you can show up as your best self. 

Health & Wellbeing: Medical, Dental, Vision, Life, Short-term and Long-term Disability insurance with 100% employer-paid premiums for employee-only coverage, optional supplemental coverage including Accident, Critical Illness, Voluntary Life, and Pet Insurance, and company-paid access to an Employee Assistance Program (EAP) for when life gets complicated. 

Plan for the Future: A 403(b) Retirement Savings Plan with up to 3% employer match to help you build the financial future you deserve. 

And So Much More: This is just the beginning! We're always looking for new ways to support our team!