Director of Crisis Line Operations

The Samaritans Cape Cod and the Islands • Mashpee, MA

6d • $70,000 - $90,000 • Remote

About The Position

The Samaritans on Cape Cod and the Islands is seeking an experienced and mission-driven Director of Crisis Line Operations to lead their growing 24/7 crisis intervention services, including the 988 Suicide & Crisis Lifeline. This role offers the opportunity to make a meaningful impact while leading a dedicated team that provides life-saving support to individuals in crisis across Massachusetts. The Director will provide strategic and operational leadership for crisis line programs, ensuring exceptional service delivery, regulatory compliance, staff development, and continuous quality improvement.

Requirements

• Bachelor's degree required or equivalent experience
• 7+ years of leadership experience in operations, program management, call center management, crisis services, healthcare, behavioral health, nonprofit leadership, or related fields
• Proven ability to lead teams, manage complex operations, and drive organizational results
• Strong communication, problem-solving, and decision-making skills
• Must reside in Massachusetts
• Must be available to support a 24/7 operation and flex work hours based on business needs
• Must be comfortable responding to urgent operational, staffing, or service delivery needs outside of a traditional work schedule

Nice To Haves

• Master's degree preferred
• Experience with crisis intervention, mental health services, call center operations, or human services is highly desirable

Responsibilities

• Leading a 24/7/365 crisis line operation
• Managing and developing a team of managers, supervisors, staff, volunteers, and interns
• Overseeing program performance, quality assurance, and operational effectiveness
• Managing budgets, reporting, and compliance requirements
• Building relationships with funders, community partners, and regulatory agencies
• Using data and feedback to drive innovation and improve outcomes

What This Job Offers

• Job Type: Full-time
• Career Level: Manager