Director of Experience

Who We Are

The Regional Food Bank of Oklahoma's mission is to lead a network that provides nutritious food and pathways to self-sufficiency for people facing hunger. We believe everyone—of every race, gender, sexuality, age and income—deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to food security which are disproportionately experienced by people of color, historically marginalized groups and low-income households. We are committed to remain on the front lines, along with our community-based partners, to provide nutritious food and resources for Oklahomans facing hunger.

Job Description

Do you have a passion for creating unforgettable experiences that inspire and empower others? Are you ready to combine strategic leadership with hands-on engagement to impact the fight against hunger? The Regional Food Bank of Oklahoma is seeking a dynamic Director of Experience to elevate our volunteer and guest services to a world-class standard. As the Director of Experience, you will oversee the heartbeat of our operations—volunteers and guest interactions—ensuring every moment spent with us leaves a lasting impression. From driving excellence in volunteer engagement to optimizing our production processes, your role will be pivotal in achieving our vision to end hunger in Oklahoma.

A Day in the Life

Customer Service and Guest Experience:

• Ensure staff provide excellent volunteer experiences that encourage retention.
• Measure and communicate volunteer impact on the mission.
• Maintain and enhance customer service standards through continuous improvement.
• Educate staff to communicate what the Regional Food Bank of Oklahoma does and why we exist.
• Inspire staff to create advocates of our mission through intentional and consistent volunteer engagement.

Production and Resource Management:

• Coordinate resources such as staff, volunteers, projects and equipment to meet product demands.
• Oversee the production kitchen menu development to optimize meal effectiveness and cost.
• Cultivate volunteer recruitment strategies for consistent growth and public engagement.
• Sustain cost center fiscal performance via budget management and quarterly forecasting.
• Equip and empower cost center managers to effectively hire, train, develop, and hold their teams accountable to set expectations.
• Document best practices and embrace a lean culture of continuous process improvement.
• Help construct and communicate strategic goals.
• Cascade direction and information, facilitating effective up and downstream communication.

Safety and Compliance:

• Promote a safe environment for volunteers and staff.
• Empower staff to take ownership of maintaining a safe atmosphere.
• Ensure facilities are maintained at or above Good Manufacturing Process requirements.
• Partner with the EHS Manager for continuous improvement strategies for occupational safety as well as food safety and AIB readiness.
• Comply with federal, state and local guidelines.

Leadership Responsibilities

• Oversee 20 to 40 staff with 3 managers as direct reports.
• Guide, shape, and inspire employee engagement and maintain a healthy working culture.
• Work with staff to establish annual goals, priorities, activities and performance metrics to achieve organization and team targets.
• Supervise, develop, motivate and evaluate staff.
• Participate with executive leadership team in organizational development and strategic planning activities. Ensure that established goals are met or exceeded.
• Partner with other departments to understand all relevant work. Incorporate this understanding into your own strategies.

Required Qualifications

• Obtaining a bachelor's degree or working for at least four years in a relevant field.
• Working in a leadership role for at least five years.
• Managing a diverse workforce.

Preferred Qualifications

• Working in business management.
• Managing volunteers.
• Customer service.

Your Environment

Full exposure to extreme weather changes and humidity. Includes extreme summer and winter temperatures, rain, sleet and snow. Full exposure to dust, chemicals, gases, fumes, smoke, excessive noise and vibrations. Work is generally performed in an industrial environment with various hazards and noise. Travel may be required for assignments, meetings and training. The job requires availability for a rotating on-call schedule, occasional unscheduled callouts and extended workdays or workweeks. Overtime, weekend and holiday hours may be required.

Physical Demands

The company will provide reasonable accommodation to qualified individuals with disabilities. Utilize multi-limb coordination and flexibility with control precision for fine motor skills. These include finger manipulation, grasping, feeling, and arm-hand steadiness to push, pull or lift objects. Exert 50 to 100 pounds of pressure occasionally, 25 to 50 pounds frequently, and 10 to 20 pounds constantly to move objects. Work involves climbing at heights of six feet or more. Utilize multi-limb coordination to balance on even or uneven surfaces. Stoop, kneel, crouch, crawl, stand, walk and reach over shoulders or below knees. Auditory attention and hearing sensitivity are required to distinguish sounds as key maintenance indicators. Use Personal Protective Equipment (PPE) as required by the company's Environmental, Health and Safety policies.

We'll Take Care of You

The Regional Food Bank offers a combination of competitive benefit plans and work-life assistance:

• 100% paid medical, dental, vision, short-term disability and basic life insurance.
• Long-term disability
• Supplemental life insurance
• 401(K) retirement plan
• Paid parental leave
• Flexible spending accounts
• Holiday savings program
• Paid time off (based on years of service) and 11 paid holidays plus three floating holidays.
• Wellness events

Benefits will vary depending on the type of position and are subject to change at the discretion of the Regional Food Bank.

EEO Statement

Diversity creates a healthier atmosphere: Regional Food Bank of Oklahoma is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information or any other characteristic protected by law.