Senior Partner Relations Manager

Senior Partner Relations Manager

This Senior Partner Relations Manager is a part of the team responsible for ensuring over 800 Food Depository partners across Cook County are equipped with the education, training and resources needed to successfully operate in service and in solidarity with the community toward the mission to end hunger. This role works closely with community partners providing support, education, training, to safely, efficiently and equitably deliver program responses in partnership with the Food Depository, in addition to connecting partners to other critical activities toward the mission to end hunger, such as benefit enrollment and advocacy activities.

This Senior Partner Relations Manager works alongside other teams, including Partner Services, Benefits Enrollment, Policy & Advocacy, Community Engagement, and others to coordinate trainings and content, provide excellent customer service, assist in preparation of annual site visits and audits when needed, and ensure partners have the support they need to work towards mission. Success in this role is demonstrated by meaningful and collaborative relationships with partners that result in impactful and dignified experiences for neighbors seeking support.

Key Responsibilities and Essential Functions:

• Manage and build strong relationships with the assigned portfolio of partners
• Maintain strong knowledge of all programs offered within a portfolio of assigned partners, and current food access program guidelines and regulations; utilize the knowledge to make partner recommendations for staff visits, media, and funding opportunities
• Create and utilize reports on partner information. Create a partner report card to evaluate the programs' sustainability and future status.
• Work closely with the Senior Manager of Partner Services to build strong team dynamics between teams. Review and update SOPs that overlap between teams.
• Conduct partner relationship building site visits in accordance with Food Depository/government guidelines with partners throughout Cook County to ensure partners are positioned for success in their programming toward mission
• Assist partners operating food access programs with the tools, resources and technical assistance needed to ensure successful operations, including accurate and timely reporting.
• Provide support, education, training, to safely, efficiently and equitably receive, store, sort and distribute food in partnership with the Food Depository's food access programs.
• Gather information on community and partner needs and ensure those needs are recorded for further analysis by the Community Impact Team.
• Maintain accurate and up-to-date tracking of partner interactions in the organization's CRM and program management systems (StratusLive and Ceres)
• Support partners during their food distribution activities, ensuring best practices and guest-focused programming.
• Review and monitor partner submission of various reports, supporting partners with accuracy and completion.
• Report persistent problems to the appropriate Community Impact Team member for resolution.
• Evaluate operating hours across the partner network and develop recommendations on how new and existing partners can expand current operations.
• Collaborate with members of the Community Impact team to support the recruitment and onboarding of new partners.
• Identify partners that would benefit from other Food Depository programming, including increasing access to public benefits, community food rescue, advocacy or additional food access programs
• Maintain strong knowledge of compliance regulations and guidelines as well as performance standards established by the Food Depository and governing bodies.
• Maintain consistent, professional contact and communication with partners.
• Adhere to professional and ethical guidelines in all guest interactions.
• Support the adoption of Link2Feed as the guest intake tool across the partner network where applicable
• Work alongside Partner Services & Training team to manage the maintenance of accurate compliance files and training resource library, prepare records for audits by government agencies or other monitoring bodies to ensure full network compliance, track training completion, and recommend new trainings based on partner feedback
• In partnership with Partner Services & Training, work with partners to quickly resolve any outstanding compliance issues to minimize partner holds and ensure continuing support for the community; update and report all partner holds to the Community Impact team.
• In partnership with the Neighbor Services team, work with partners to quickly resolve any neighbor complaints.
• Collaborate cross-team to develop evaluation procedures, marketing and educational materials
• Become knowledgeable of the communities and surrounding communities where food programs are located
• Support large cross-organizational projects, such as Equitable Food Distribution, CRM, Vivery, and Operations Optimization.

Qualifications:

• 4 - 6 years of social service and/or program management experience strongly preferred.
• Strong written and verbal communication skills required.
• Strong customer service orientation with a demonstrated ability to problem solve
• Display a willingness and desire to work with people from diverse ethnic, socioeconomic, and religious backgrounds.
• Excellent interpersonal and problem-solving skills required for coordination with partners and internal Food Depository staff.
• Strong management and relationship building skills.
• Strong Proficiency in MS Office-Word, Excel, PowerPoint, Access, MS Teams, SharePoint, Outlook.
• Ability to work independently and maintain timely schedule with minimal supervision required.
• Must have access to a working vehicle with valid insurance and possess a valid Illinois Driver's License.
• Spanish-speaking preferred but not required.

Exposure:

• Normal office environment; exposure to warehouse environment. Hybrid office schedule with minimum of 3 days in office, when not in community with partners
• Interacts with Food Depository staff, partners, applicant organizations, donors, community leaders, volunteers, general public.
• Some evening and weekend time is required for site visits, community meetings and events, and participation in GCFD events.

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