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.

Essential Job Functions 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. Requirements Education & Experience Requirements 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 Skills & Abilities 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 environme