Senior Manager of Partner Services

General Description:

The Senior Manager of Partner Services leads a team supporting community partners across Cook County.

They ensure daily operations run smoothly, train staff, monitor service metrics, and ensures excellent customer service for our partners.

This role involves optimizing IT systems, implementing CRM strategies, managing contract signing and storage, managing a customer support email and phone line, and overseeing special projects like food ordering and compliance with governing bodies (e.g., USDA, Feeding America).

The Senior Manager is key in implementing service standards and enhancing partner support strategies.

Key Responsibilities:
1.

Team Management: Lead and mentor the Partner Services team in their daily operations to deliver outstanding customer service to over 800 partners that run programs with us, including a large portfolio of partners that procure and distribute food from the Food Depository for local distribution.
2.

Support Strategies: Collaborate with all of Community Impact, and directly with the Partner Services, Partner Support and Partner Relations teams to execute strategic initiatives that support all partner services.
3.

Team Collaboration: Coordinate with program leads to ensure consistent service delivery and partner support.
4.

Administrative Support: Assist community partners with administrative needs and direct them to relevant resources and services within the Food Depository.
5.

Process Optimization: Examine the existing partner service request processes and partner complaint tracking systems to identify areas for enhancement and efficiency.
6.

Metrics Monitoring: Create and maintain dashboards to track metrics, ensuring that all phone and email inquiries are addressed accurately and promptly.

Establish workflows and rules to ensure uniformity across the team.

This duty also extends across the entire Partnership Services & Support team.
7.

Call Volume Reporting: Track and report on call volume and inquiry categories; identify and implement improvement opportunities in collaboration with other teams.

(Across all teams)
8.

Partner Satisfaction Framework: Establish and execute a partner satisfaction framework to ensure partners receive consistent customer service every time they interact with the Food Depository.
9.

CRM Tool Implementation: Help integrate a CRM tool to enhance partner experience, improve departmental collaboration, and strengthen tracking of internal workflows for program maintenance.
10.

Find Food/Vivery Tool Oversight: Manage the Find Food/Vivery tool, and work with other teams on website enhancements and SOPs.
11.

CERES Database Management: Manage the CERES database for inventory and warehouse data storage:



* Ensure partner records' accuracy and optimize SOPs for data input and maintenance.


* Collaborate with IT to develop efficient reports for data retrieval.


* Work with inventory control, operations, and IT to upgrad...