Neighbor Services (On-Site Pantry) Manager

About Central Texas Food Bank

Your Qualifications

• Bilingual in English and Spanish required.

• Bachelor's degree in Social Work, Public Health, Nutrition, or related field required or Bachelor’s degree with an equivalent amount of experience

• 2+ years of program management experience.

• 2+ years of leadership experience, including team member supervision and management.

• Subject matter expertise in community nutrition, food pantry operations, food access systems, resource navigation and/or social determinants of health.

• Experience successfully administering multi-faceted client-based programs within budget and on-time.

• Experience developing innovative client-focused strategies and leading successful execution, in a dynamic, highly collaborative environment.

• Experience with project management, program design, and program evaluation preferred.

• Ability to communicate with influence and motivate team members, volunteers, and other stakeholders to ensure program success.

• Strong customer service orientation – both organizational and interpersonal. Ability to develop and maintain collaborative and professional relationships.

• Exemplary interpersonal, and written and verbal communication skills.

• Ability to manage conflict and support clients that may need extra help or attention.

• Knowledge of Central Texas and its network of services for low-income families preferred.

• Proficiency in Microsoft Office suite (Word, Excel, Outlook, and PowerPoint) and the ability to quickly learn and navigate client intake software and other database systems.

• Strong moral compass with commitment to improving the lives of those we serve in a dignified environment.

• Belief in CTFB’s mission, vision, values, and culture.

• Willingness and desire to work with people from diverse ethnic, socioeconomic, and religious backgrounds.

Your Responsibilities

Program Oversight

• Provide day-to-day oversight of Austin Neighbor Services, including the Fresh Harvest Market, Neighbor Services Reception, and Neighbor Services Helpline, ensuring services are neighbor-centered, responsive, efficient, and aligned with CTFB standards.

• Monitor service delivery, key performance indicators, and program data, and partner with the Director to identify opportunities to improve access, quality, efficiency, and impact.

• Develop, implement, and continuously improve workflows, procedures, and service standards across in-person and phone-based services.

• Ensure compliance with applicable food safety requirements, confidentiality standards, and CTFB policies and procedures.

Neighbor Experience

• Foster a welcoming, trauma-informed, and respectful service environment for neighbors seeking assistance by phone or in person.

• Work alongside staff to provide direct neighbor services, including supporting Market visits and walk-ins, answering helpline calls, managing appointments and service queues, completing intake, and responding to questions.

• Screen and connect neighbors to appropriate CTFB programs, food resources, benefits enrollment support, and other community services.

• Help resolve complex or escalated neighbor concerns and support staff in navigating challenging service situations.

• Support neighbors during Market visits as needed, including locating food items, carrying groceries, and providing information and referrals.

Team Leadership and Volunteer Engagement

• Build and sustain a high-performance, accountable team culture grounded in collaboration, continuous learning, and goal achievement.

• Supervise, onboard, train, coach, and develop staff, setting clear expectations and providing regular feedback and performance support.

• Coordinate staffing and daily coverage across the Fresh Harvest Market, Neighbor Services Reception, and Helpline to meet service needs and maintain effective operations.

• Partner with the Volunteer Team to onboard, engage, and retain volunteers while ensuring a positive and meaningful experience.

• Model a hands-on leadership approach by regularly working alongside staff and stepping into frontline responsibilities when needed.

Operations and Administration

• Support daily Market, Reception, and Helpline operations, including filling coverage gaps and performing coordinator-level responsibilities during periods of high demand or limited staffing.

• Oversee Market inventory, including ordering food, monitoring stock levels, and ensuring shelves and storage areas are organized and adequately stocked.

• Ensure accurate use of client intake, appointment, and service-tracking systems and maintain complete, timely, and confidential records.

• Review operational reports and data to identify service trends, workload needs, and opportunities for process improvement.

• Ensure the Fresh Harvest Market remains safe, clean, organized, and ready for daily service.

• Safely lift and transport food and materials weighing up to 50 pounds as needed to support Market operations.

• Support emergency response efforts as needed, including stepping into alternative roles or responsibilities during times of heightened demand or organizational need.

• Perform other duties as assigned, including utilizing language skills you possess, to support the success of the Central Texas Food Bank’s mission.