Partner Services Supervisor

Description Job Purpose / Summary

The Partner Services Supervisor leads day-to-day, boots-on-the-ground operations for Three Square's partner network, directly supervising the Partner Service Representatives who serve as partners' primary point of contact. This role ensures frontline staff deliver consistent, high-quality partner-facing customer service across the partner network. The Partner Services Supervisor builds strong working relationships with partner organizations by overseeing the team's day-to-day work and stepping in directly to support partners when escalation is needed.

The following duties are considered essential functions of this position. Other duties may be assigned as needed.

• Ensure the Partner Services Representative team builds rapport, trust, and respect with partners through regular, personalized communication and excellent customer service, stepping in to provide direct, real-time support for deliveries, order discrepancies, and other urgent needs when escalation is required.
• Use partner self-assessment data, dashboards, and other tools to identify partners' strengths and challenges and offer tailored solutions to enhance efficiency and stability.
• Advocate for and solve problems on behalf of partners, ensuring concerns are followed up on and resolved, and escalating larger issues to the Senior Manager as needed.
• Monitor service standards, response times, and partner satisfaction metrics to ensure consistent, high-quality service delivery.
• Oversee daily operations of Partner Services, ensuring high-quality, consistent service delivery and data integrity across all reporting measures and grant financial documents.
• Oversee administrative tasks including partner onboarding and orientation, delivery schedule maintenance, and accurate partner recordkeeping.
• Facilitate order fulfillment and delivery coordination between partners and internal departments (Transportation, Warehouse, Procurement).
• Produce high-quality internal and external program materials, including protocols and training documentation.
• Directly supervise Partner Service Representatives, the Partner Services Coordinator, and the Nutrition Coordinator, providing coaching, guidance, and performance management.
• Conduct and document regular check-ins to assess individual performance against team work plans and operating procedures.
• Balance team workload and resources to ensure equitable assignments and timely completion of work, stepping in to fill a frontline Representative or Coordinator role temporarily when needed.
• Communicate effectively with team members and program partners to keep them informed of current and changing guidelines.
• Foster a culture of continuous learning, accountability, and customer service excellence through coaching and regular feedback.
• Collaborate with the Senior Manager, Partner Services Operations, on partner strategy and escalations, and actively represent the Partner Services team in required operational meetings.
• Identify operational efficiencies and recommend process improvements that enhance the partner experience and department effectiveness.
• Support efforts to collect and share neighbor success stories and partner achievements.
• Maintain required job knowledge, skills, and core professional competencies, and manage confidential information appropriately.

• Bachelor’s degree from an accredited four-year college or university preferred
• Two or more years of supervisor experience in a nonprofit, nutrition, or public health setting preferred
• Experience interacting with diverse partner organizations and a strong customer service background are required

• Outstanding written and verbal communication skills, with the ability to present to and field questions from partners, the public, and leadership.
• Ability to manage multiple projects and competing priorities with close attention to detail in a fast-paced, partner-facing environment.
• Ability to work independently in the field, solving practical problems with limited standardization.
• Demonstrated people-management skills, including coaching, delegation, and performance…