Manager, Workforce Operations, Service Delivery

This is a fully remote position, open to applicants in Oregon.

📋 Description

• Oversee workforce management, training, and service delivery for the National Maternal Mental Health Hotline.

• Report directly to the Chief Hotline Officer/Project Director and collaborate cross-functionally with the Deputy Program Manager.

• Supervise Hotline Services Supervisors directly and provide indirect supervision to Hotline Counselors and Shift Leads.

• Manage and document unconventional schedules, which include swing, split, extended-length, weekend, holiday, and on-call shifts.

• Maintain the hotline staffing model, workforce tracker, headcount/FTE data, vacancy status, bilingual-capable flags, and shift-block coverage.

• Monitor and address shift-coverage gaps, manage vacancy and backfill processes, and track time-to-fill metrics.

• Take ownership of the Model Fit metric and service performance indicators.

• Direct the Hotline training program, encompassing curriculum, materials, onboarding, ongoing training, refreshers, job aids, assessments, attendance, and completion records.

• Design and facilitate training sessions for Hotline Counselors, Shift Leads, and Hotline Services Supervisors.

• Organize cross-functional training involving Services, Clinical, and Administration teams.

• Ensure 24/7 Hotline service delivery with adequate live coverage throughout all shifts.

• Provide workforce support, guidance, accountability, and workload management to the Services team.

• Maintain emergency on-call availability for coverage emergencies, outages, and high-acuity situations, while coordinating supervisor on-call rotations.

• Utilize NICE CXOne and workforce systems to monitor real-time coverage, staffing adherence, and call volume.

• Reconcile actual staffing levels against the staffing model.

• Provide live phone, text, and web chat support during anticipated surges as requested within scheduled working hours.

⛳️ Requirements

• A bachelor's degree in psychology, social work, healthcare/human services administration, public health, or a related field, or equivalent experience is required; a master's degree or higher in a related field is preferred.

• Must hold an active, unrestricted professional state/national licensure or certification in good standing.

• A minimum of five years of experience in workforce management, staffing operations, or contact center/call center operations, including at least two years in a supervisory or management role.

• Proven experience in perinatal mental health service delivery and working with diverse populations.

• Knowledge of maternal health issues, perinatal mood disorders, and related topics is essential.

• Familiarity with staffing models, shift-based scheduling, and workforce coverage analysis.

• Proficient in using contact center/workforce management platforms (e.g., NICE CXOne) and CRM/case management systems (e.g., Salesforce).

• Strong analytical capabilities, including the ability to build and maintain staffing trackers, FTE/headcount models, and shift-coverage gap analyses.

• Exceptional written and verbal communication skills.

• Experience in supervising remote or distributed teams.

• Must successfully complete a Non–Sensitive Tier II - Moderate Check and Clearance background check administered by HHS/HRSA.

• Availability for emergency on-call duty outside of standard business hours and the ability to work nontraditional hours is required.

• Capacity to work under pressure, manage multiple tasks, handle unpredictable and high-acuity situations, and adapt to immediate changes in policies and procedures.

• Commitment to the vision and mission of Postpartum Support International.

• Ability to work independently and fulfill assignments as per instructions.

• High-speed Internet (100 Mbps for one remote user), with higher speeds required for additional household streaming or remote work.

• Must have a quiet and secure office environment to ensure privacy and confidentiality.

• Ability to meet the physical and computer-use requirements as stated.

🏝️ Benefits

• A strong commitment to cultivating a culture where every employee feels respected, valued, and supported.

• A fully remote, asynchronous work environment that allows you to work where and when you are most productive while maintaining a healthy work-life balance.

• Continuous professional development opportunities to enhance your skills and expand your network.

• A comprehensive benefits package that includes medical, dental, and vision coverage.

• Generous paid time off, comprising two weeks of vacation, holidays, sick leave, and three personal days.

• Inclusive parental leave (twelve weeks) that supports all paths to parenthood, along with resources to help balance family responsibilities.

• A comprehensive retirement plan option with an organizational match.

• Occasional travel for organizational meetings or training events.