Program Operations Manager

Overview:

Crisis Text Line provides free, 24/7, high-quality text-based mental health support and crisis intervention by empowering a community of trained volunteers to support people in their moments of need.

Our mission is at the intersection of empathy and innovation — we promote mental well-being for people wherever they are.

Our vision is an empathetic world where nobody feels alone.

Our core values are at the heart of all we do: connect with empathy, center equity, get it done together, and reflect and evolve.

Why you should join our team:

• Our work is transforming the way people in pain access support at their fingertips
• Our work is innovative in the crisis response space
• Our dynamic, fun, and diverse culture
• Our meaningful cause, led by empathy and innovation
• Our strong values at the center of all we do
• Our commitment to diversity, equity and inclusion
• Our commitment to engagement and belonging
• Our commitment to our employees and their holistic wellbeing
• Our value of work/life balance
• Our growth mindset and prioritize professional development
• Our leaders who truly care
  
  

What you'll be doing:

The U.S. Operations team includes the Chief Operating Officer, the Clinical Team, the Volunteer Experience team, and this role. The Clinical team oversees all our service delivery areas that require a mental health and clinical lens, which includes the platform operations, and ensures that Crisis Text Line is a leader in defining quality service delivery of crisis support via text. The Volunteer Experience team trains and manages our core of volunteer crisis counselors, providing an impactful volunteer experience that fosters belonging, community, wellness and loyalty.

The Program Operations Manager will be responsible for providing specialized customer support and project management to some of our largest partners/customers, delivering on our work servicing 988 text messaging and web chat. They will serve as the lead point-of-contact across all 988 project stakeholders, and will coordinate cross-functionally with leaders and teams to ensure all deliverables are met. The role includes reviewing and project managing all the requests we receive from our external partners (legal, tech, ops, and data). Ultimately, the Program Operations Manager will ensure we’re providing high-level support to renew and grow our annual contract in support of 988.

Responsibilities:

• Schedule internal meetings, take notes, assign action items, and track progress for all teams working to support our 988 contract.
• Attend and coordinate relevant team members to attend all 988 meetings, webinars, conferences, and other events.
• Review all network-wide communications from our external 988 partners keep senior leaders and critical stakeholders informed, and coordinate with relevant teams to take action when needed.
• Oversee performance and data reporting needs and respond in a timely, professional manner to all requests and inquiries from our external 988 partners. Organize and assist with all government reporting and compliance needs in conjunction with relevant internal teams.
• Maintain workflows and establish point-people on teams that regularly work with our partner to ensure the right stakeholders are present for all conversations.
• Support and provide internal project management support for the expansion of various service programs related to our 988 work.
  
  

Qualifications:

• 6+ years of project management
• Experience with account management, operations, or other related experience
• Government contract experience preferred
• Deep project management skills and experience
• Proficiency in Google Suite (GMail, Docs, Slides, Sheets, Calendar), Salesforce, Excel)
  
  

Reliable High-Speed Internet Required: Must have a stable high-speed internet connection to support seamless remote collaboration, virtual meetings, online job tasks, etc.

The full salary range for this position, across all United States geographies, is $78,000 - $112,500 per year. The upper portion of the salary range is typically reserved for existing employees who demonstrate strong performance over time. Starting salary will vary by location, qualifications, and prior experience; during the interview process, candidates will learn the starting salary range applicable for their location. We pay competitively in the tech-forward nonprofit space and offer a robust benefits package.

Only candidates in the following states will be eligible for employment: CA, CO, CT, FL, GA, HI, IL, IN, IA, MD, MA, MI, MO, NJ, NM, NY, NC, OH, PA, TN, TX, UT, VA, WA.

Benefits:

Crisis Text Line employee benefits are thoughtfully designed using an equity lens, acknowledging that we are all unique human beings with individual life circumstances that require flexibility and support.

Benefits include:

• 20 paid holidays including:
• Federal holidays like Juneteenth and Labor Day
• Election day
• Holiday break from Dec 24 through January 1
• 2 renewal days
• 2 floating holidays
• Flexible paid time off, including:
• 15 vacation days
• 3 personal days
• 7 sick days
• Medical, dental, and vision benefits for the staff member and family at no cost to the employee
• 403B retirement plan (the nonprofit equivalent of a 401K): 3% contribution by Crisis Text Line to support building financial wellness, regardless of personal contribution
• 12 weeks paid parental leave (after 6 months of employment)
• Student loan repayment (after 2 years of continuous full time service)
• Family support through a virtual childcare platform
• Stipends/Allowances
• Mental health (Monthly)
• Internet Service (Monthly)
• Professional Development (Annual)
• Wellness (Annual)
• Home office setup (One time/First year)
  

(Benefits are only for US-based employees. International benefits may differ).

Crisis Text Line is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We provide reasonable accommodation to individuals who have a disability and meet the skill, experience, education, and other job-related requirements of the role to allow the individual to perform the essential functions of the job.