Partner Referral Support Manager

Why Join Hadley?
At Hadley, we believe connection and compassion can change lives. As part of a team reaching for our North Star goal — serving one million members by 2030 — you’ll help expand Hadley’s reach through meaningful, personalized engagement. This role combines the satisfaction of direct impact with the excitement of driving growth through partnerships and innovation.

Overview
The Partner Referral Support Manager plays a vital role in connecting new referrals from Hadley’s partner organizations to the support and services that help adults thrive after vision loss. This position bridges the work of our outreach team — which builds partnerships across the medical, social service, and insurance communities — with Hadley’s member support team, ensuring every referred individual receives compassionate, proactive outreach and a seamless introduction to Hadley.

This role combines empathetic, member-centered engagement with strategic coordination. The ideal candidate is skilled in supporting individuals adjusting to vision loss and eager to learn how to use marketing, CRM, and data-driven strategies to strengthen Hadley’s referral partnerships.

Essential Functions:

Engage and Support New Referrals

• Reach out to individuals referred through Hadley’s partner organizations, introducing them to Hadley and its free programs and resources.
• Provide empathetic, person-centered support, helping each individual understand and access Hadley services based on their goals and needs.
• Follow up with referred members to ensure ongoing engagement and satisfaction.
• Maintain accurate and timely documentation of all member interactions in Hadley’s CRM system.

Coordinate Partner Communication and Support

• Collaborate closely with Hadley’s Outreach Specialist — the primary contact for partner organizations — to ensure effective communication and coordination.
• Provide feedback and data to partners about referral activity, engagement outcomes, and member success stories thereby building trust relationships that will ensure long-term success.
• Work jointly with the outreach and marketing teams to develop and implement strategies that improve referral engagement rates and partner satisfaction.
• Identify logistical or process challenges in the referral workflow and propose solutions for greater efficiency and member impact and share those best practices across Hadley’s network of partners.

Leverage Technology and Data

• Use Salesforce and other CRM tools to track referrals, member engagement progress, and partner reporting.
• Analyze referral data to identify trends, opportunities, and areas for improvement in engagement and outreach processes.
• Help develop and refine automated workflows, dashboards, and communication templates to enhance referral support and follow-up.

Contribute to Continuous Improvement

• Collaborate with colleagues across outreach, marketing, and member support to strengthen referral-to-engagement conversion strategies.
• Participate in training sessions and team meetings to share insights, refine best practices, and ensure consistent member experience.
• Support pilot initiatives and scaling efforts as Hadley expands its partner network nationally.

Skills and Competencies:

Core Skills

• Empathy & Communication: Exceptional listening, relationship-building, and communication skills across diverse audiences.
• Organization & Follow-Through: Strong attention to detail and ability to manage multiple referral pipelines simultaneously.
• Collaboration & Critical Thinking: Works effectively across departments, synthesizing data and insights to improve member and partner experiences.
• Willingness to Learn: Openness to developing skills in marketing, sales, and CRM strategy as part of a growing team.

Technical Skills

• Salesforce CRM or similar system experience preferred.
• Proficiency with Microsoft Office Suite, Zoom, and Microsoft Teams.
• Comfort using data dashboards and basic reporting tools to track outcomes.

Education and Experience:

• Bachelor’s degree in social work, counseling, psychology, human services, or a related field required; master’s preferred.
• Experience supporting individuals through life transitions, counseling, or social service environments strongly preferred.
• Previous exposure to outreach, marketing, or partnership coordination helpful but not required — training will be provided for strong candidates with a willingness to learn.
• Excellent interpersonal and problem-solving skills.
• Chicago-area preferred; some travel may be required for partner coordination or training.

Hadley offers a comprehensive benefits package including medical, dental, vision, life, disability, paid time off, 403(b), and more.

Salary range for this position is $75,000 - $110,000

Hadley is committed to diversity, equity, and inclusion and is proud to be an equal opportunity employer.