Job Description

Title: Digital Choice Program Manager

Reports to: Director of Partnerships and Community Engagement

Status: Full-Time, Exempt

Hours: Monday - Friday with occasional evening & weekend hours

West Side Campaign Against Hunger (WSCAH)—established in 1979 and one of the largest and most successful food pantries in New York City—provides emergency food assistance and supportive services, including access to benefits like Supplemental Nutrition Assistance Program (SNAP), to low-income New York families. West Side Campaign Against Hunger's mission is to alleviate hunger by ensuring all New Yorkers have access with dignity to a choice of healthy food and supportive services. WSCAH is well known for the high quality of food we provide to our over 75,000 customers in need across NYC. To us that means over 50% fresh produce, complimenting food with benefits enrollment and treating all with the dignity they deserve.

Beyond its core food and benefits access programs, WSCAH is a sector leader for innovation and advocacy. This work includes an online ordering platform that empowers customers to choose the types of food they receive from the convenience of their phones; and The Roundtable, a collaboration of NYC's eight largest food pantries that pools resources to purchase food collectively and advocates for policies that advance food equity.

As the COVID-19 pandemic accelerated demand for emergency and supplemental food, WSCAH scaled its food distribution through partnerships with community-based organizations across NYC and launched the Community Hub Initiative. Community Hubs distribute healthy, fresh food to people in the neighborhoods where they live and work at local partner sites.

Overview:

WSCAH seeks a Digital Choice Program Manager to help rollout and scale WSCAH's strategic initiatives which include: the growth of our Community Hub model, providing more options of where WSCAH customers can access food; scaling WSCAH's online ordering system to more customers; and supporting our home delivery program, allowing select customers to receive food delivered to their door. The Digital Choice Program Manager will report to the Director of Partnerships and Community Engagement and will work closely with the Chief Program Officer during the rollout phase of the work.

Compensation and Benefits:

The salary range for the Manager of Strategic Programs is $59,000-$65,000 based on experience and qualifications. WSCAH offers a comprehensive benefits package, including 100% company-paid medical and dental insurance for employees and applicable dependents, company-sponsored life insurance, 403b retirement plan with 6% match after one year of employment as well as paid holidays that include a winter break between Christmas and New Year's Day and vacation leave.

Key areas of responsibility will include:

• Oversee end-to-end delivery of customized food box orders via home delivery and community-hub distribution

• Manage WSCAH's text-based online ordering system, including enrollment, text-based communications and compilation of orders

• Troubleshoot technology issues with external tech support team

• Communicate customer orders and coordinate deliveries with food operations team in a timely and organized manner

• Provide excellent customer service through proactive communication, troubleshooting missed deliveries, and any other issues related to the customer experience

• Manage the relationship with the home delivery service provider and ensure high quality and timely service delivery

• Support data entry needs related to new customers and customer orders in our Salesforce database

• Compile reports on the online ordering and home delivery programs utilizing data in our Salesforce database

• Regularly attend site visits within the five boroughs of New York City at community hub distribution points and home delivery hub locations.

• Collaborate with Community Engagement Manager to better understand if our online ordering system is meeting the needs of partner organizations, identifying areas for strengthening our ordering platform and partnership

• Support the implementation of customer surveys, interviews and focus groups on a regular basis to inform the effectiveness of and customer satisfaction with WSCAH's online ordering and home delivery services

• Collaborate with WSCAH Communications team to collect customer stories and share social media content such as photos and customer testimonials from customers and partners

• Represent the WSCAH brand with our community of customers and partners by exemplifying WSCAH's core values of dignity, community, and choice

• Participate in meetings and events at WSCAH's locations, community partner sites, and community events across the city as needed

Competencies

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Project/Resource Management – Establishes plans and priorities; organizes human, physical and financial resources; delegates tasks and responsibilities appropriately; coordinates and multi-tasks; simplifies and clearly communicates complex information

• Flexibility and Adaptability – Willing and able to change work tasks when needed; shifts priorities based on work demands. Assesses and balances competing values (i.e. policies and mission needs), and operates effectively in the face of uncertainty and change.

• Decision Making and Problem Solving – Reaches sound conclusions and recommendations based on the analysis of pertinent/available information. Takes calculated risks in uncertain or ambiguous situations to make sound, innovative decisions and to address problems.

• Communication – Effectively conveys information both verbally and in writing. Listen effectively. Promotes and models effective teamwork. Works well with people of all levels both within and outside of WSCAH; welcomes differing ideas and points of view and encourages participation at the highest levels.

• Professional Demeanor – Willing to align professional goals with the needs and priorities of the organization and believes in the importance of doing so. Demonstrates commitment to the job and organization as well as strong initiative and self-motivation to learn, develop, and succeed. Willingness to accept personal responsibility and be held accountable for outcomes.

Qualifications

While the following experience and skills are preferred, applicants are encouraged to apply even if they don't currently meet all the listed qualifications.

• Passionate about creating change with the ability to think creatively to find innovative solutions to maximize organizational impact

• Highly proficient in conversational and written English and Spanish

• Dedication to a health-driven mission

• Excellent analytical and problem-solving skills

• Strong organizational and multitasking skills

• Great communication skills; ability to motivate people to a goal

• Strong customer service and conflict avoidance/resolution skills

• Strong background in database management

• Proven ability to use data to drive decision making

• Team player who has the ability to build strong relationships and work well with a range of individuals, both within and outside of WSCAH

• Demonstrated commitment to working with low-income families and individuals

• Demonstrated competency with Microsoft Word, Excel and other relevant software such as Salesforce, AirTable, and Front

• 2-year or 4-year degree

This job description is intended to convey information essential to understanding the scope of the position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position.

WSCAH is committed to a diverse, equitable and inclusive workplace. WSCAH is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

COVID-19 Vaccination Requirement Notice
Candidates for this position must have received or be willing to receive the COVID-19 vaccine by date of hire. All individuals hired for WSCAH positions that are on-site and/or require in-person interactions must be fully vaccinated against COVID-19 unless otherwise prohibited by law. WSCAH complies with federal, state, and local laws with regard to accommodations related to this policy.