Director, Community Resource Center at S. Waterloo

SUMMARY

The Director, Community Resource Center (CRC) provides strategic and operational leadership for the programs, services, and daily functions of the CRC at S. Waterloo. The role ensures the CRC operates as a welcoming, high-performing hub that expands access to healthy food and connects neighbors to essential resources with dignity, equity, and strong partner coordination. The Director oversees the Community Access team and Market Services operations. The Director provides leadership to and collaborates with other departments to measure the impact of our collective work at the CRC. This position reports directly to the Chief Programs Officer and works closely with internal partners to align operations with organizational strategy, compliance requirements, and measurable outcomes. The Director of the CRC must be comfortable working in a high-traffic community setting and engaging with neighbors, staff, volunteers, community leaders, and visitors from diverse populations. These responsibilities are carried out both personally and through subordinate staff.

ESSENTIAL DUTIES & RESPONSIBILITIES

Operational Leadership & Service Delivery

• Provide day-to-day operational oversight for all activities within the CRC, ensuring smooth workflows, efficient service delivery, contractual compliance and a welcoming environment for neighbors.
• Be a champion for supporting our neighbors seeking services from the Food Bank, ensuring that the services offered at the CRC, both by the Food Bank and external partners, are beneficial and impactful to those we serve. 
• Supervise and support the Community Access Team to ensure effective navigation support, partner connection, and high-quality neighbor engagement.
• Supervise and support the Market Services Team and oversee market-style food distribution operations, including inventory flow, food safety, product mix, and equitable access to nutritious food.
• Oversee the coordination of onsite partner schedules and space use, maintaining collaborative relationships and ensuring the “right mix” of services to meet community needs.
• Support the volunteer experience team in identifying volunteer opportunities, challenges, and coordination. 
• Assist with development and monitoring of the CRC operating budget; manage resources responsibly and provide variance information as requested.
• Monitor and support compliance with Feeding America, USDA, ODJFS, and other regulatory and funder requirements related to CRC operations and food distribution.
• Work closely with Facilities, Safety, and Security to support a safe, clean, well-maintained, and functional environment for staff, partners, volunteers, and neighbors.
• Contribute to short- and mid-term planning for the CRC, helping define priorities, service models, and partnership strategies that support organizational goals and advance food security and community well-being.
• Identify opportunities to strengthen and expand onsite services, improve coordination among partners, and enhance the overall neighbor experience.
• Use data, community feedback, and operational insights to recommend program adjustments, workflow improvements, and resource needs.
• Works with the Partnership and Property Manager to ensure that partner lease agreements are being followed. 
• Serve as a thought partner to the CPO and internal teams on the future direction of CRC-based service delivery and community access work.

Data, Compliance & Continuous Improvement

• Partner with the Outcomes & Evaluation team to monitor CRC performance indicators, including visits, utilization trends, service pathways, neighbor feedback, partner data collection and impact, and operational efficiency.
• Support development, gathering and interpretation of metrics that demonstrate impact and inform decision-making.
• Participate in continuous-improvement initiatives focused on workflow optimization, service integration, and space utilization. 
• Prepare and submit required operational, programmatic, and compliance reports related to CRC activities.

Collaboration, Communication & Resource Alignment

• Partner with the Community Health & Nutrition team to align with SWAP (Supporting Wellness at Pantries) and nutrition guidelines and integrate appropriate nutrition education or food-as-medicine opportunities into CRC operations.
• Support Development and Communications teams by providing site tours, impact stories, operational updates, and information for proposals and reports related to CRC initiatives.
• Represent the CRC in community and partner settings to strengthen relationships, visibility, and collaborative service delivery.

Other Responsibilities

• Perform other Greater Cleveland Food Bank duties and special projects as assigned.

SUPERVISORY RESPONSIBILITIES

Directly supervises the Community Access Team and Market Services Team located at the CRC. Responsibilities include hiring, training, scheduling, assigning and reviewing work, coaching and performance management, supporting professional development, and fostering a collaborative, inclusive, mission-aligned team culture. Ensures adherence to organizational policies and applicable laws.

QUALIFICATIONS

Bachelor’s degree in social services, nonprofit management, public administration, business, or a related field; or an equivalent combination of education and experience. Five or more years of experience in program or operations management within a social-service, community-based, or nonprofit environment preferred. Demonstrated experience supervising staff and leading service-delivery or site-based operations required. Experience with food distribution, community resource navigation, or compliance-regulated environments is strongly preferred. Serve Safe Certification (or ability to obtain within 6 months) required. Commitment to increasing access to food bank and wraparound services for neighbors disproportionately impacted by poverty and hunger; and respectful engagement with neighbors is essential. Travel required: 0–20%.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

Ability to frequently remain in a stationary position and to move throughout the CRC environment. Ability to operate a computer and office equipment routinely. Occasional ability to lift up to 10 lbs and to assist with light movement of supplies or materials. Must be able to communicate effectively in person and by phone with neighbors, partners, and staff. While performing the duties of this role, the employee may occasionally be exposed to varying weather conditions during outdoor or market-adjacent activities. The noise level is generally moderate