Program Operations Associate

The Family Meal Pack Program supports small business success by providing recurring supplemental revenue to small businesses citywide and meal support to low-income families with at least one child under the age of five. Families use our SMS-based ordering system and redemption cards to order and pick up meals from neighborhood restaurants. 

About the Role

The Program Operations Associate will support the day to day maintenance and administration of the Family Meal Pack Program aimed at increasing opportunities for small businesses to thrive and connect in positive ways with their communities and customers. The ideal candidate will demonstrate dedication to advancing cultural competency and equity across our small business partners, meal recipients and community partners alike. They will possess an ability to navigate situations involving many stakeholders, a passion to build and nurture community, and an understanding of the challenges faced by small businesses. They will be highly motivated to leverage their professional experience and in-field learnings in pursuit of improving program operations to bring about the best possible outcomes for the program and our partners.

The Program Operations Associate will bring a service-oriented mindset to working with small businesses and community partners to bridge language, culture, and technical needs. The ideal candidate is highly self-motivated and exhibits strong teamwork, organization, communication, and problem solving. They will pair high quality service delivery with a focus on equity and impact. This role will function as a strong bridge between SF New Deal’s Programs & Partner Success departments and the many small businesses, community partners, and meal recipients who participate in the Family Meal Pack Program. 

The Program Operations Associate will report directly to the Family Meal Pack Program Manager.

Responsibilities

Program Operations (75%)

• Provide dynamic support and technical assistance to the Family Meal Pack program to ensure efficient daily operations, achieve program goals, and enhance stakeholder engagement
• Draft and review program communications, training materials and forms in plain language, and partner with translation vendors or internal bilingual staff as appropriate
• Collaborate with Program Manager on continuous service improvement across program-related processes & quality assurance, and own implementation 
• Support Program Manager in identifying and implementing areas of outreach to increase family engagement in prioritization of under-resourced families and demographics
• Maintain restaurant, community partner, and family records across our platforms (Airtable, Salesforce) 
• Maintain quality control systems to uphold program guidelines and in adherence to SF New Deal compliance standards, and reinforce these standards through development of materials, liaising with partners, and hosting trainings
• Review and synthesize program data to identify operational gaps, make recommendations, implement and document initiatives to meet program needs 
• Build upon and extrapolate from client feedback in order to address problematic patterns and trends, build strong restaurant and community partner  feedback systems, and continually refine best practices
• Support Call Center operations for the Family Meal Pack Program
• Input, audit and maintain City database and reporting needs for enrolled families, meals served and consent authorizations

Administration (15%)

• Work closely with Program Manager to maintain efficient standard operating procedures in Airtable and partner communications
• Maintain and track progress of comprehensive databases and compliance documentation specific to programs and organization-wide standards
• Execute and maintain compliance-related management systems in observance of City mandated guidelines & internal service standards
• Provide clear communications on feedback and quality control / operations issues

Relationship Management (10%)

• Cultivate connections with our small business and community partners to foster engagement and facilitate lasting partnerships  
• Serve as an SFND ambassador to our small business and community partners
• Manage partner relationships empathetically in ways that further satisfaction with our programs and increase quality and impact of services
• Support partner outreach and host trainings as needed

Qualifications

• Located in or near San Francisco 
• Able to accommodate an August/September start date
• 2+ years experience in program operations, community organizing/engagement, customer service, or account management, preferably in the nonprofit or public sector 
• Familiarity with the challenges facing small businesses in San Francisco
• Comfortable working across digital platforms, such as Google Suite, Airtable, Salesforce, Slack, and Dialpad or VoIP phone systems
• Effective and empathetic communicator with a strong attention to detail  
• Experience synthesizing feedback and data to identify trends and make programmatic recommendations 
• Demonstrated experience working in multilingual or multicultural environments
• Preferred: Bilingual in Cantonese, Spanish or Arabic. If not bilingual, ideal candidate has experience working in multilingual environments with an ability to engage with contractors with high volume output

You’ll be a fit if you…  

• Are committed to advancing equity in small business support and historically underserved communities in San Francisco
• Are passionate about prioritizing cultural competency and client dignity
• Enjoy engaging with a wide variety of stakeholders across a diverse group of projects
• Are excited to approach challenges from new perspectives 
• Are passionate about advancing equitable pathways in entrepreneurship
• Have a bias towards action and the urge to solve problems quickly with a positive attitude
• Are an empathetic, collaborative, and values-driven team player
• Are self-directed and proactive; able to identify problems or areas of improvement, propose solutions, and prioritize effectively
• Are able to work independently and collaboratively with remote team members

Approximate Weekly Time Required: 40 hrs/week

Preferred Work Days for this role: Monday - Friday

Salary range: $75,000-$80,000

Benefits: Medical, Dental & Vision Insurance, Paid Time Off, Matching 401k, Work from Home Stipend, Monthly Wellness Stipend, Annual Professional Development Reimbursement

Location: We are a remote-first San Francisco-based team that gets together in person regularly. For this particular role, you need to live in San Francisco and can expect to spend time regularly in neighborhoods citywide. We have a co-working space available in downtown San Francisco to support hybrid flexibility. This role requires a lot of time on the computer and the phone.