Service Insights Specialist (Community Programs)
Maryland Food Bank · Baltimore, MD
The Maryland Food Bank (MFB) is a nonprofit hunger-relief organization dedicated to feeding people, strengthening communities, and ending hunger for more Marylanders by partnering with local organizations from the western mountains to the Eastern Shore. The food bank’s statewide network of food assistance brings enough resources together to provide more than 111,000 meals every day (over 40 million meals annually) to hungry children, seniors, veterans, and hard-working families, meeting the immediate needs of hungry Marylanders while simultaneously working to create pathways out of hunger. To learn more about the Maryland Food Bank, visit www.mdfoodbank.org.
The Maryland Food Bank embraces a philosophy that recognizes and values diversity. Our goal is to attract, develop, retain, and promote a talented diverse workforce in a culture where all employees will contribute to their fullest potential.
Overall purpose of the position: “Service Insights” is an MFB initiative to collect and understand data and measures of service from the neighbors we serve through our distribution partners, using technology. MFB has been implementing the Link2Feed (L2F) technology platform for this initiative with our distribution partners for over five years.
The Service Insights Specialist (SIS) will be responsible for providing partner support for the existing platform while analyzing and assessing partner usage and current data. Participate in organization-wide efforts to assess and determine MFB’s future Service Insights needs, alternative options, and future investment. Recommend solutions and develop improved processes in support of statewide goals. Once a plan is determined, the Specialist will collaborate with the Community Programs team to develop and eventually execute an implementation plan.
Education and Experience: Bachelor’s degree preferred. A minimum of three (3) years in a relevant field of work, including a combination of experience in training, adult education, implementing web-based “software as service” products, customer service, data collection efforts, and/or development of process improvements. A combination of work and education will be considered.
Essential Duties and Responsibilities
Support and Assessment: The Specialist will develop expertise in the L2F system to provide support to current L2F partner users. Support will be provided by problem-solving partner questions and challenges, and fielding partner communications via emails, phone calls, and in-person field visits. Respond to questions, concerns, and issues from L2F partner users with professionalism and a customer-service focus Listen and identify the problem or question and proposed solution, seek out the answer, and respond in a timely and accurate manner. Maintain relationships with partners by being responsive, professional, and proactive.
The SIS will troubleshoot data inconsistencies including duplicates, typos, and overuse of anonymous visits – working to address these issues at the partner level. Ensure that partners using the L2F system understand compliance rules and are following the processes, as instructed. Analyze and assess the current partner usage and data from the L2F platform, summarizing and sharing feedback and input from partners related to the platform.
Supervisory Responsibility: This position has no direct supervisory responsibility.
Work Environment: This role will work on a hybrid schedule, with on-site or fieldwork required at least 3 days per week. Please note that during your first 90 days of employment, you may be required to be in the office.
