Job Description

Food & Nutrition Administration (FNA) is the Federal Agency responsible for the Supplemental Nutrition Assistance Program (SNAP). Eligible households are provided with benefits to purchase food at SNAP authorized stores. Stores interested in participating in SNAP must submit an application and allow and participate in an unannounced visit. Information collected during the unannounced store visit is part of the evaluation process. The role of the SNAP RISE Manager is to help support FNA program requirements and ensure data collected and reported to FNA is accurate and timely. The detailed information submitted for FNA review allows FNA staff to make informed decisions regarding retailer eligibility to join SNAP and help reduce food deserts in local communities.

The RISE Manager serves as a salaried full-time operational leader responsible for managing, motivating, and developing the Review, Improvement, Support, and Excellence (RISE) team. The RISE Manager will report to both the Project Manager and Deputy Project Manager to ensure performance requirements and related expectations are maintained. The team provides the final human review of electronically submitted store visit reports before delivery to the client, helping ensure that each deliverable is accurate, complete, timely, consistent, and client-ready.

The RISE Manager establishes a positive, collaborative, and solutions-oriented culture in which review is used not only to identify needed corrections, but also to support field personnel, strengthen processes, share knowledge, and improve future performance. The position requires a forward-thinking leader who values teamwork, communicates constructively, and promotes accountability without losing sight of respect, encouragement, and shared project goals.

This role also leads innovation and continuous improvement across review workflows. The ideal candidate embraces evolving technology, automation tools, and Artificial Intelligence (AI)-driven solutions; identifies practical opportunities to improve efficiency and consistency; and leads by example through professionalism, adaptability, responsiveness, and operational excellence.

RISE Leadership Framework

• Review: Provide a thoughtful, consistent final human review that protects the accuracy, completeness, and readiness of client deliverables.
• Improvement: Use trends, feedback, and root-cause analysis to strengthen individual performance, training, procedures, and workflows.
• Support: Treat review as a collaborative service by giving clear guidance, timely assistance, and respectful, actionable feedback to field personnel and team members.
• Excellence: Set and model high standards for accuracy, responsiveness, professionalism, teamwork, and client service.

Core Responsibilities

• Monitor report review queues, prioritize workloads, and allocate assignments to support timely client delivery and prevent backlog.
• Ensure each store visit report receives a consistent, thorough, and constructive final human review before client delivery.
• Communicate regularly and positively with field personnel regarding needed corrections, clarification requests, follow-up actions, and opportunities for improvement.
• Place direct telephone calls to store reviewers when follow-up, clarification, coaching, or additional support is needed, and schedule individualized or group training sessions as appropriate. Use live conversation to provide the personal connection, immediate guidance, and collaborative problem-solving that cannot always be achieved through email or text communication.
• Coordinate with project leadership regarding escalated review matters, payment holds or releases, staffing needs, operational risks, and urgent client deadlines.
• Create a supportive review environment that emphasizes clear expectations, respectful communication, teamwork, practical guidance, and shared responsibility for successful deliverables.
• Identify and resolve workflow bottlenecks, recurring deficiencies, inconsistent review practices, and operational risks to improve turnaround times and deliverable readiness.
• Analyze review trends, performance metrics, and root causes to develop process improvements, targeted coaching, corrective action plans, and supplemental training.
• Prepare professional reports, summaries, presentations, and recommendations that clearly communicate team performance, risks, trends, and improvement opportunities.
• Lead regular virtual meetings focused on priorities, productivity, accountability, positive communication, collaboration, innovation, and problem-solving.
• Recruit, onboard, train, mentor, motivate, and evaluate RISE team members to support operational needs, professional growth, consistency, and strong team performance.
• Create, maintain, and improve SOPs, review standards, job aids, and training materials used by the RISE team and field personnel.
• Monitor timesheets, productivity metrics, invoice accuracy, workload distribution, and staffing capacity to maintain operational efficiency and cost control.
• Encourage team members to share ideas, test practical improvements, and participate in the development of more efficient and effective review processes.
• Lead the responsible adoption of new technologies, automation tools, workflow enhancements, and AI-driven solutions that improve accuracy, communication, consistency, and efficiency.
• Promote a positive, professional, adaptable, and team-oriented work environment while leading by example through responsiveness, fairness, accountability, and respect.
• Recognize strong performance, reinforce successful practices, and ensure feedback is specific, timely, constructive, and focused on future improvement.
• Take ownership of continuous improvement and innovation initiatives that strengthen the RISE team, support field personnel, and improve client outcomes.

Qualifications & Requirements

• Excellent organizational, time-management, prioritization, and multitasking abilities.
• Strong leadership, coaching, mentoring, conflict-resolution, and team-motivation skills.
• Demonstrated ability to build a positive, collaborative, accountable, and solutions-oriented team culture.
• Excellent written and verbal communication skills, including the ability to provide clear, respectful, and actionable feedback.
• Strong analytical and problem-solving abilities, including the ability to identify root causes and develop practical solutions.
• Ability to perform effectively and maintain a constructive leadership approach in a fast-paced, deadline-driven environment.
• Demonstrated ability to lead operational change, continuous improvement, and innovation initiatives.
• Ability to encourage teamwork, gain buy-in, and support adoption of new processes, standards, and technologies.
• Comfortable learning and utilizing new software platforms, automation tools, workflow systems, and AI-driven technologies.
• Proficiency with Microsoft Office; experience with Salesforce or similar workflow-management systems preferred.
• Ability to prepare professional reports, operational summaries, training materials, and leadership presentations.

Other Requirements

• Must be 18 years of age or older.
• Must be authorized to work in the US.
• Remote work to be performed within the Continental U.S.
• Must pass a background check.
• Must be able to work during core business hours (10:00am – 3:00pm EST) with some weekends as-needed.
• Must maintain a quiet, dedicated, and professional remote office workspace with reliable internet and dual-monitor capability.
• Must be willing and able to make and receive professional telephone calls from a quiet work environment. Regular phone communication with store reviewers is an essential part of this position and helps build stronger relationships, provide personalized support, and resolve questions more efficiently than texts or emails alone.
• Must have reliable telephone service and be consistently available for scheduled and time-sensitive calls during working hours, Monday – Friday, 9:00am – 5:00pm Eastern Time Zone. The position may require occasional work in the evenings and weekends based on client orders and associated deadlines.

Education & Experience

• High School Diploma or equivalent required.
• 2–3 years of experience in deliverable review, quality assurance, operations management, process improvement, training, or team leadership preferred.
• Experience managing remote teams and deadline-driven workflows preferred.
• Experience leading change, coaching employees or contractors, and implementing process or technology improvements preferred.

EEO Statement

Manhattan Strategy Group (MSG) is an Equal Opportunity Employer and considers all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law. Our hiring decisions are based solely on merit and qualifications, ensuring a fair and competitive selection process.