Manager, Workforce Operations, Service Delivery

Job not on LinkedIn

🔥 2 minutes ago

🌲 Oregon – Remote

🌲 Oregon – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 10%

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Postpartum Support International

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1987

🤝 Non-profit

🏥 Healthcare

📚 Education

Non-profit • Healthcare • Education

Postpartum Support International is a non-profit organization dedicated to perinatal and postpartum mental health. PSI provides direct peer support (including a multilingual helpline and online support groups), a provider directory, specialized resources for families (in English, Spanish and other languages), and an app for connecting to services. It also trains professionals, offers perinatal mental health certification (PMH-C), operates a psychiatric consultation program, promotes research and advocacy (e. g. , Mind the Gap initiative), and organizes conferences and public-awareness campaigns to advance maternal mental health.

📋 Description

• Lead workforce management, training and service delivery for the National Maternal Mental Health Hotline. • Report to the Chief Hotline Officer/Project Director and coordinate cross-functionally with the Deputy Program Manager. • Directly supervise Hotline Services Supervisors and indirectly supervise Hotline Counselors and Shift Leads. • Administer and document nontraditional schedules, including swing, split, extended-length, weekend, holiday, and on-call schedules. • Maintain the hotline staffing model, workforce tracker, headcount/FTE data, vacancy status, bilingual-capable flags, and shift-block coverage. • Monitor and close shift-coverage gaps, manage vacancy and backfill processes, and track time-to-fill. • Own and monitor the Model Fit metric and service performance indicators. • Own the Hotline training program, including curriculum, materials, onboarding, ongoing training, refreshers, job aids, assessments, attendance, and completion records. • Design and deliver training for Hotline Counselors, Shift Leads, and Hotline Services Supervisors. • Coordinate cross-functional training across Services, Clinical, and Administration. • Ensure 24/7 Hotline service delivery and adequate live coverage across all shifts. • Provide workforce support, guidance, accountability, and workload management across the Services team. • Maintain emergency on-call availability for coverage emergencies, outages, and high-acuity situations, and coordinate supervisor on-call rotations. • Use NICE CXOne and workforce systems to monitor real-time coverage, staffing adherence, and call volume. • Reconcile actual staffing against the staffing model. • During anticipated surges, provide live phone, text, and web chat support when requested during scheduled working hours.

🎯 Requirements

• Bachelor's degree in psychology, social work, healthcare/human services administration, public health, or a related field, or equivalent experience required; Master’s degree or higher in a related field preferred. • Active, unrestricted professional state/national licensure or certification in good standing. • 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 capacity. • Demonstrated experience in perinatal mental health service delivery and working with diverse populations. • Knowledge of maternal health issues, perinatal mood disorders, and related topics. • Experience with staffing models, shift-based scheduling, and workforce coverage analysis. • Proficiency with contact center/workforce management platforms (e.g., NICE CXOne) and CRM/case management systems (e.g., Salesforce). • Strong analytical skills, including building and maintaining staffing trackers, FTE/headcount models, and shift-coverage gap analyses. • Excellent written and verbal communication skills. • Experience supervising remote or distributed staff. • Must complete and clear a Non–Sensitive Tier II - Moderate Check and Clearance background check administered by HHS/HRSA. • Must be available for emergency on-call duty outside standard business hours and able to work nontraditional work periods. • Must be able to work under pressure, multitask, handle unpredictable and high-acuity situations, and adapt to immediate changes in policies and procedures. • Must commit to the Postpartum Support International vision and mission. • Ability to work independently and complete assignments within instructions. • High Internet speed: 100 Mbps for one home remote user, with higher speeds required for additional household streaming or remote work. • Must utilize a quiet and secure office space for privacy and confidentiality. • Must be able to meet the stated physical and computer-use requirements.

🏖️ Benefits

• A deep commitment to fostering a culture where everyone feels respected, valued, and supported. • A fully remote, asynchronous work environment that empowers you to work where and when you’re most effective while maintaining a healthy work-life balance. • Ongoing professional development opportunities to help you grow your skills and expand your network. • A comprehensive benefits package including medical, dental, and vision coverage. • Generous paid time off, including vacation (two weeks), holidays, sick leave, and personal days (three). • Inclusive parental leave (twelve weeks) supporting all paths to parenthood, along with resources to help balance family responsibilities. • Comprehensive retirement plan option with an organization-provided match. • Occasional travel for organizational meetings or training events.