Community Resource Experience Manager

Together SC; Greenville, Northern (SC, KY); Hybrid; USD 60,000 - 80,000; Full time

Job summary

United Way of Greenville County seeks a dedicated 211 Resource Manager to own the end-to-end 211 experience across phone, text, and web. You will ensure accurate content, manage the operator relationship, and safeguard essential housing, food, and crisis information for Greenville County residents.

The role requires strong information and referral experience, vendor management skills, and the ability to translate data into actionable community insights for leadership and funders.

Qualifications

• 3+ years in Information & Referral, resource navigation, or crisis-line work required; Inform USA certification (CRS or CRS-DC) a plus.
• Experience managing vendor or service-delivery performance, including familiarity with service-level metrics, quality standards, and contract accountability.
• Analytical, proactive mindset that interrogates data to surface problems, gaps, and improvement opportunities and translates findings into clear recommendations.
• Meticulous attention to detail and strong follow-through with a track record of improving vendor or team performance.
• Skilled communicator and relationship-builder able to hold a partner accountable while preserving a productive working relationship.

Responsibilities

• Steward Greenville County's resource information and coordinate verification cycles with local agencies.
• Own the resident experience across phone, text, and web interactions with consistent, accurate information.
• Manage the contracted 211 operator relationship and performance, including SLAs and invoicing.
• Turn 211 data into community intelligence to inform assessments and planning.
• Measure and report cross-channel performance and translate results for leadership and funders.
• Represent UWGC in 211 conversations at SC and United Way Worldwide levels and engage in disaster activations.

Skills

Info & Referral

Vendor management

Data analysis

Communication

Disaster response

Education

Bachelor's degree in social work, human services, public administration, nonprofit management, or related field

Job description

United Way of Greenville County seeks a dedicated 211 Resource Manager to own the end-to-end 211 experience across phone, text, and web. You will ensure accurate content, manage the operator relationship, and safeguard essential housing, food, and crisis information for Greenville County residents.

The role requires strong information and referral experience, vendor management skills, and the ability to translate data into actionable community insights for leadership and funders.