Partner Support Manager

Reports to: Senior Director, Student Programs & Network Enhancement

Supervisory Responsibilities: Agency Order Coordinator(s), Program Order Coordinator(s)

Status: Full-time (40 hours) – Exempt

Qualifications: Associate or bachelor's degree in Information Technology, Business Administration, or a related field, or equivalent work experience. 3+ years of experience in a technology support or customer service role, preferably within a non-profit or community service environment. Strong technical proficiency with software and hardware systems commonly used by non-profits. Excellent communication and interpersonal skills, with the ability to build positive relationships with partner agencies and staff. Problem-solving skills and the ability to manage multiple tasks simultaneously. Experience with training and documentation creation. Passion for community service and the mission of food banks.

Physical Requirements: This position works in a typical office setting but may be exposed to extreme temperatures in a warehouse setting. There may be extended periods of sitting, standing and/or bending, listening, talking and/or visual concentration, writing, and/or computer use. This position would generally have routine opportunities for the employee to be able to alter their physical position or change eye focus. The position may require driving a cargo van and lifting and stacking boxes weighing up to 50 pounds

Position Summary: The Partner Support Manager is responsible for overseeing and enhancing customer service support provided to Regional Food Bank partners. This role ensures that partners have the necessary tools, resources, and support to effectively manage their order operations and deepen customer service opportunities with the food bank. The ideal candidate will possess strong technical skills, excellent communication abilities, and a passion for supporting community organizations.

Duties and Responsibilities

Partner Support & Customer Service:

Serve as the primary liaison for Regional Food Bank partners, responding to inquiries and resolving concerns with professionalism and care.

Build and maintain strong relationships with partner agency representatives.

Conduct regular check-ins to ensure partners feel supported and heard.

Provide guidance on processes, compliance, and best practices for food distribution and service.

Create and update helpful resources, including FAQs, handouts, and training materials.

Serve as the primary contact for partner agencies and ensure excellent customer service and support.

Training & Communication:

Coordinate and lead training sessions, workshops, and webinars for partner agencies.

Communicate clearly and consistently with agencies regarding updates, opportunities, and expectations.

Assist in developing educational content that helps partners improve online ordering.

Coordination & Teamwork:

Collaborate with internal divisions (program divisions, operations, finance, etc.) to ensure smooth and unified support for agencies.

Participate in strategic initiatives that enhance our partner network and community outreach.

Support project management efforts that strengthen our collective ability to fight hunger.

Monitoring & Reporting:

Track agency engagement and feedback to inform improvements in service delivery.

Assist in the collection and analysis of partner-related data to ensure accountability and continuous growth.

Generate reports related to partner satisfaction, communication effectiveness, and service impact.

Other Responsibilities:

• Adheres to the Food Bank's Employee Code of Conduct
• Maintains a clean and safe workspace;
• Follows all safety standards and procedures.
• Other duties as assigned.

The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. The statements are not intended to be an exhaustive list of all duties, responsibilities, and skills required of an employee performing this position.

This job is eligible for occasional work from home. Flexible work arrangements must be approved in advance by the employee's supervisor.