Bilingual Manager of Member Engagement

Bilingual Manager of Member Engagement

ABOUT HOT BREAD KITCHEN

Since 2008, Hot Bread Kitchen has empowered New Yorkers who face barriers to economic opportunities through transformative careers in New York City’s food industry. We offer small business development programs, culinary skills training, and job placement, bolstered by individualized, wraparound supportive services. Our small business program, HBK Incubates, supports entrepreneurs as they transform their food businesses into sustainable income sources. Culinary Fundamentals, our award-winning culinary training program, provides access to high-quality jobs for those starting their careers in the food industry. Our upskilling programs enable incumbent workers to gain further skills, leading to higher wages and career advancement. We work diligently alongside our network of over 200 food employer partners and more than 250 nonprofit and government partners to ensure our graduates are set up for success both at home and in their careers.

THE OPPORTUNITY

Hot Bread Kitchen seeks a mission-driven Bilingual Member Engagement Manager. The Bilingual Member Engagement Manager at Hot Bread Kitchen is key in ensuring members receive high-quality, comprehensive support throughout their journey. This position oversees the Member Engagement team's daily operations that support evening programming. This position manages systems and processes for support services and leads the delivery of key program touchpoints. The ideal candidate brings a strong background in case management, deep knowledge of the social services landscape, and a commitment to advancing economic opportunity through community-focused support. The Bilingual Member Engagement Manager will supervise a team of three full-time Case Managers and one part-time temporary Case Manager, and report to the Director of Community and Member Engagement.

GENERAL RESPONSIBILITIES

The Bilingual Member Engagement Manager will oversee the day-to-day operations of the Member Engagement team with the following responsibilities:

Implement and oversee clear systems, processes, and policies that equip Hot Bread Kitchen members with supportive services and referrals to social services.
Refine and continuously improve upon those systems, processes, and policies to ensure impactful member support services.
Ensure adequate staff time and resources allocation to support Hot Bread Kitchen members across all program areas.
Provide ongoing oversight of all case management activities, ensuring that case managers appropriately respond to member needs, follow through if and when needed, and properly document interactions in a timely manner.
Ensure consistent and quality execution of member journey touchpoints, including registration day, professional readiness lessons, strengths and needs assessments, and retention calls.
In partnership with the Director of Community and Members Engagement, create and implement a programmatic framework for Alumni Engagement that meets alumni needs.
Support in the development and refinement of professional readiness and soft skills lessons.
Lead case conference meetings with Program Manager, Career Services Manager, and support staff about members and develop appropriate interventions.
Spanish language proficiency/fluency is required.

Program Administration:

Ensure timely data collection and entry into Salesforce.
Provide oversight of the team's program budget.
Track member referrals and support services.
Support ad-hoc tasks, special projects, and other assignments as requested by leadership team members.

QUALIFICATIONS

Driven by and believe in Hot Bread Kitchen’s values and mission.
Must have extensive understanding of the social service sector and social work values.
A minimum of 3 years experience and successful track record of providing case management services.
Master’s degree in Social Work preferred.
Spanish speaking proficiency required and fluency preferred.
Strategic thinker with strong leadership skills and ability to design and execute on complex

projects involving multiple stakeholders.

Strong people management skills with proven ability to lead and inspire teams to meet ambitious goals.
Innovative and creative problem solver with excellent time management and organizational skills.
A proactive self-starter who can manage competing priorities and has keen analytical skills that support and enable sound decision making.
Has an empathetic/coaching approach without compromising program model/fidelity.

COMPETENCIES:

Detail oriented - Verifies important details, ensures there are no surprises or gaps in needed information, has the ability to think a few steps ahead to answer potential questions about the data or project. Aims to leave things better than you found them. Checks work with others, plans time to review for errors and probes one’s own thinking. Addresses errors quickly and learns from them. Looks for ways to prevent similar errors.
Multitasking - Has the ability to successfully juggle multiple projects and priorities while maintaining the ability to deliver on time, or develop and communicate new timelines
Problem solving - Exhibits resourcefulness and asks for support from peers or their supervisor. Anticipates problems, develops solutions, and course-corrects when needed. Takes advantage of unexpected opportunities and addresses obstacles. Looks for the root of both simple and complex problems, in order to seek solutions. Approaches work with a spirit of “yes” and adapts as things change.
Project Management - brings together every project component, including resources and planning, that is needed to complete it on time.
Collaboration - Works with others to achieve common goals and desired results. Connects with people from many different backgrounds. Finds and creates opportunities to deepen connections and build authentic, mutual relationships with teammates, donors, members, and families across lines of difference, such as race or other identities. Welcomes viewpoints that differ from your own, and manages discomfort when people express themselves in ways that aren’t familiar to you.
Results driven - Achieves goals in a timely manner and adapts to various solutions when an original solution did not work. Gathers information, seeks input, and drives work forward.

OUR VALUES

We are driven by a feeling of commitment to support our members, teammates, and partners as best as we can. Our culture of equity comes from the many cooks in our kitchen and the diversity of perspectives we each bring. We believe that respect goes a long way in making people feel welcome, accepted, and celebrated. We seek out opportunities for connection and become a stronger team by being in community and prioritizing candor over consensus. The pace of our work and velocity of change can be quick; our entrepreneurialism helps us take optimistic risks and pursue inventive solutions.

LOCATION AND HOURS

This position requires in-person presence 5 days a week at our facility in Chelsea Market and at our Outpost locations throughout NYC. There is flexibility for hybrid work when programming is not in session. Work hours are 12:00-8:00pm and require flexibility with evening hours dedicated to evening programs located in community-based locations.

COMPENSATION

This is a full-time position. The salary range is $72,000-$77,000, commensurate with experience. Hot Bread Kitchen's comprehensive benefits package includes health/vision/dental insurance (eligible from day one), 401K contributions, paid office closure days (including holidays and staff appreciation days, and a one-week holiday break at the end of the year), flexible and generous vacation and sick time, paid parental leave, and a sabbatical program (after 5 years of service). Our organizational culture is inclusive, entrepreneurial, flexible, and civically minded (learn more about our culture on hotbreadkitchen.org/careers).

TO APPLY

Please include a cover letter and experience-aligned resume, including your pronouns.
Apply here at Hot Bread Kitchen’s Applicant Tracking System.

Due to the volume of applications, only complete applications sent via email will be considered. Applications sent via LinkedIn or other third-party sites will not be accepted or reviewed.

Hot Bread Kitchen is an Equal Opportunity Employer. It does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact hr@hotbreadkitchen.org to request such an accommodation.