Network Relations Manager

Job Overview:

The Network Relations Manager will contribute to the overall goal of distributing more than 100 million pounds of food across the agency network. This role will serve as the account manager for a portfolio of 60 -100 agencies who receive food from City Harvest. He/she will be responsible for providing optimal customer service to these agencies, ensuring they receive food that is fitting to the people they serve in the manner that makes sense for their operations. The Network Relations Manager will be in service to these agencies, regularly soliciting feedback, troubleshooting any issues they have, and providing resources and technical assistance as needed. This role will also perform administrative functions including: coordinating and scheduling food deliveries; connecting agencies directly to food donors; and coordinating the delivery of specific food products to specific agencies. He/she will work with all operation departments to support food delivery and distribution to the network.

The Network Relations Manager will report to the Director, Network Engagement.

Roles and Responsibilities:

Provide consistent customer service to agencies in City Harvest’s network, understand the needs of the agencies and work with other colleagues and departments to ensure agencies are receiving the food they want in the manner that is fitting for their operations.
Work with other operational departments, in service of this goal, to move food in ways that are strategic, efficient, and based on neighborhood need.
Coordinate the daily movement of food across the agency network including the related administrative functions such as entering delivery requests, customer service feedback forms, and other daily modifications into City Harvest CRM system as well as following up with appropriate teams to help problem solve and find solutions.
Manage the strategic placement of ad hoc and unexpected food and non-food donations.
Monitor customer and driver feedback forms and route data to identify trends and areas for improvement in departmental efficiency and identify systemic problems. Propose solutions to ensure better service to the agencies.
Ensure all agencies that are part of their portfolio are compliant with agency contracts and site visits. Create action plans for agencies to support compliance and timelines for corrective actions.
Track targets quarterly and work with operations teams to adjust deliveries as needed.
Serve as internal advocate for the agency network by providing data on agency needs, reporting on trends across the network and actively contributing to meetings and department reports.
Collaborate with colleagues to provide capacity and programmatic opportunities to agencies.
Conduct in-person site visits following department protocol to all agencies in their portfolio to ensure food is being served to the community in a safe and efficient manner.

Job Specifications:

Knowledge 1: Solid Understanding of the emergency food network and food insecurity in New York City.
Knowledge 2: Solid Understanding of food safety, storage, and distribution practices.
Knowledge 3: Understanding of and/or willingness to learn about different cultural norms and dietary preferences/restrictions.
Technical Skills:
Strong customer service and interpersonal skills.
Computer skills with high proficiency in Microsoft Office Suite; comfortable learning new systems and software.
Detail oriented, organized, and able to handle multiple tasks while working independently or as a part of a team.
Ability to collaborate with cross-functional partners to solve operational challenges.
Excellent and proven problem-solving skills. Comfortable with a dynamic, fast-paced environment of rapid change and evolvement.
Strong verbal and written communication skills; must be able to communicate with a diverse group of people.
Bilingual a plus.
Required Experience:
4-5 years relevant work experience
Education:
Coursework in human services, social work, public administration, or related field preferred
Working Conditions:
Comfortable traveling via car or public transportation throughout the five boroughs of NYC.
Ability to work occasional evenings, Saturdays and Sundays as needed.