Client Services Manager

About the role

Want to help fight hunger in Western Michigan? Do you enjoy building meaningful connections with older adults and supporting their independence? As a Client Services Manager at Meals on Wheels Western Michigan, you will play a key management role in supporting our mission of delivering nourishment, connection, and compassionate service to our clients.

Reporting to the Director of Operations, you will oversee all aspects of the Client Service Department, including but not limited to client intake, assessments, and ensuring exceptional customer service. You will provide strategic direction while planning, coordinating, and guiding departmental operations and staff. Leading by example, you will help cultivate a positive, collaborative, and mission-driven work environment as you contribute to a vibrant and fast-paced organization dedicated to serving the community.

In this role you will:

• Align with our mission and values as an organization
• Develops and executes program evaluation and outcomes measurement to evaluate program effectiveness, client/customer satisfaction and cost effectiveness/profitability
• Develops and executes standard operating procedures and standards of work safety, quality, cleanliness, and productivity
• Ensures HIPAA compliance within department
• Collaborates with the Registered Dietitian to identify at risk clients for nutrition interventions
• Oversees hiring, scheduling, training, coaching, evaluation and progressive discipline for department staff
• Participates in menu development as appropriate to ensure stakeholder voices are heard

Requirements

Demonstrates strong proficiency with computer systems and digital tools, with the ability to quickly learn new platforms and technology.

Pioneering leadership experience with a track record of successfully managing, mentoring, and motivating a team.

Exceptional communication skills, both written and verbal, with the ability to engage effectively with clients, team members, and community partners.

Highly detail-oriented, with strong organizational skills and a commitment to accuracy and quality.

Working knowledge of social services systems and community-based resources, with an understanding of the populations served.

Valid driver’s license and reliable transportation required, with the ability to travel throughout the designated service area.

Qualifications

Education: Bachelor's degree in a related field preferred.

Experience: Minimum of 5 years of experience in a supervisory or management role, preferably in the non-profit sector.

Skills: Proficiency in Microsoft Office Suite, CRM software, and other relevant software tools.

Benefits

We don’t do fine print and mystery perks. Here’s what we offer and what you can count on:

• Work life balance that includes consistent DAY shifts
• Impact on our community and incredible team members
• Competitive compensation
• Comprehensive health, dental and vision insurance eligible day one (1) of employment
• Company match for both HSA and 401(k) dollars – eligible to participate immediately!
• Life insurance, short and long-term disability, Health Savings and Flexible Dependent Care Spending Account options
• PTO to rest and recharge along with paid holidays
• Employee Assistance Program to provide you and your household members with free, confidential support.