Shopping App Program Coordinator

Corporation for Findlay Market•Cincinnati, OH

9d•$35,000 - $40,000•Onsite

About The Position

The Shopping App Program Coordinator is a full-time, onsite, year-round position that is responsible for program coordination, partnership integration, product management, and data analytics and reporting. This role has a key focus on overall program coordination and project management, working closely with a cross-functional team to ensure all facets of the program are cohesively aligned - from tech product to fulfillment to merchant interactions. Integrating new innovations and partnerships into current operations, ensuring program and partner goals are considered and seamlessly brought together through execution, and supporting planning efforts for program growth will be key to success in this role. The Shopping App Program Coordinator reports to the Shopping App Program Manager. This role has the following direct reports: Shopping App Product Tech Associate and Shopping App Partnership Associate. The Corporation for Findlay Market (CFFM) is committed to supporting food entrepreneurs as they start, grow and scale their businesses through the development of innovative programming and high-impact partnerships. The Findlay Market Shopping App provides a new and innovative way to shop with Findlay Market Merchants more often, bringing a taste of the Findlay Market experience online. CFFM has developed an aggregate online sales platform for Findlay Market Merchants that will allow them to generate incremental sales without the need to individually invest in costly technology, administration, and operations. This investment in the infrastructure necessary to develop, manage, and support those operations allows our Merchants time and resources to continue to grow their businesses. The Findlay Market Shopping App provides not only a convenient way for Findlay Market shoppers to access the foods they need and want, but most importantly, a more equitable way. With a focus on supporting all shoppers through acceptance of SNAP benefits and significant partnership programs with community organizations committed to serving and resourcing underserved communities, we are committed to ensuring an inclusive and accessible experience online, just as we do at Market. This initiative is helping to create a model for inclusive urban revitalization that invests in small, local businesses and connects them directly to shoppers who need and want access to fresh, local groceries. We are passionate about providing an innovative online shopping platform supporting our small business-driven local economy, while making a positive social impact through access to all, one fresh grocery order at a time!

Requirements

Experience with project management and program coordination preferred
Demonstrate poise in navigating critical conversations with team members and stakeholders
Demonstrated ability to effectively identify, prioritize, and manage multiple work streams simultaneously in a dynamic and rapidly changing environment
Comfortable operating with ambiguity, expectation of change, and a rapid pace of play that comes with working in the mindset of a startup business
Entrepreneurial drive required; bringing a sense of urgency, ownership, and follow-through
Must have grit: the willingness to do whatever it takes to solve issues
Pride of ownership to put your name next to your work
Strong technical and analytics skills, excellent attention to detail, and organizational skills
Creative problem-solving skills; demonstrated ability to share skills and knowledge with others
Strong customer service, communication, and conflict resolution skills required
Ability to prioritize time and operate autonomously and without on-site supervision
Computer proficiency and tech-savviness; ability to learn, use, and deploy new technical tools
Place-based role with physical onsite presence and interaction with the public required
Must have a valid driver’s license in order to drive a refrigerated delivery van
Lift up to 30 lbs regularly; ability to remain standing or walking during shift
Must be able to work some non-traditional hours, including evenings and weekends
Desire to work in a proactively diverse, and inclusive organization
Promote our company values and exemplify the highest standards of professionalism and integrity

Nice To Haves

Assist with Produce Perks, Produce Perks ACH, Produce Perks+, and other nutrition incentive programs, including customer transactions, merchant support, token distribution, and reconciliation.

Responsibilities

Overall program coordination; own team workflow, meetings, and project management.
Manage and execute new and existing project and program plans; lead collaboration across team functions and partners to implement program innovations and partner needs through mission alignment, process and procedure changes, and integration feasibility.
Main point of contact for current and new Merchant needs, feedback, and issue resolution.
Develop creative and effective problem-solving strategies for implementation, prioritization of issues, and resolution based on scope, objectives, and resources.
Provide key program input and decision-making, ensuring stakeholders’ consideration.
Regularly contribute to updates in the Shopping App Management Manual as necessary.
Work closely with the Communications team to develop and implement marketing and promotion strategies, outreach, and all collateral needs.
Manage Customer Service, issue resolution, and Merchant Violations processes.
Communicate promptly with the team regarding issues that may arise and provide recommendations for resolutions.
Support partnership proposal creation, program development and execution, and ongoing coordination of program needs and project management.
Work closely with internal cross-functional team members to clearly communicate program updates and needs for integration into operations, fulfillment, and execution (new users, partnership requirements, product order needs, delivery needs, logistics, tech updates, etc).
Support the execution of end-to-end fulfillment processes as necessary and needed.
Manage daily onsite operations, enhancing fulfillment capabilities and expansion; lead workflow and project management as related to operations.
Responsible for creation, improvement, and execution of daily end-to-end fulfillment operations, processes, and procedures.
Oversee Order Adjustment Processes - change requests, customer and merchant notifications, and customer service issues.
Work closely with the Shopping App Program Manager to implement program adjustments and innovations, including partner integration within operations execution.
Ensure facility and fulfillment physical needs are met, such as shelving, bins, bags, signage, and processes are adhered to for inventory and ordering of fulfillment and facility supplies.
Oversight of product tech needs, functionality, regulations; Support development and execution of product roadmap, optimizing multi-user experiences.
Own product user experience, ensuring needs are met, and a positive user experience is maintained for all stakeholders interfacing with the Product.
Drive backend Product changes based on feedback and function, ensuring Product Tech Associate and third-party developers are meeting goals, ie implementation of new features, catalog restructuring, partner requirements.
Innovate and oversee implementation of strategic product enhancements, including but not limited to merchandising strategy, addition of services, storefront setup, overall Findlay Market digital experience, and features to further improve the value of the platform.
Supervise Product Tech Associate, ensuring objectives are met.
Develop insights, initiate improvements, and propose innovations to the team for continued program effectiveness and growth.
Support grant and reporting needs through interpretation of data, development of reports, and creation of content.
Using a data-driven mindset, interpret dashboards, create reports and use data storytelling to quantify improvement and growth opportunities.
Responsible for meticulous tracking of data, maintenance of records, weekly and monthly updating of reports on key financial, operations, grant and program-related data.
Plan, coordinate and track operations progress through key metrics and insights.
Own Merchant violations tracking and fee dissemination, refund/credit initiation and tracking, and customer service issue resolution.