Manager of Crisis Services Operations

Jobgether

7d • $75,000 - $90,000 • Remote

About The Position

This role is responsible for leading and optimizing 24/7 crisis services operations, overseeing team leads and their direct service staff to ensure high-quality support for individuals in urgent need. The Manager of Crisis Services Operations will drive performance across key service metrics, provide coaching and professional development to team leads, and foster a culture of operational excellence and resilience. This position requires balancing daily operational oversight with strategic process improvement, while supporting staff wellness and adherence to compliance and safety protocols. You will also contribute to innovation initiatives, training programs, and continuous improvement efforts within crisis services. The role offers a dynamic environment where leadership directly impacts service quality and outcomes for vulnerable populations, requiring adaptability to non-traditional work schedules.

Requirements

• Master’s degree in social work, counseling, psychology, or related field, or 6+ years of relevant crisis care experience.
• 4+ years of leadership experience in a crisis care or contact center environment, with demonstrated ability to manage teams and performance.
• Strong understanding of LGBTQ+ issues and the unique challenges faced by LGBTQ+ youth.
• Experience with crisis management protocols, including mandatory reporting and safety procedures.
• Excellent communication, active listening, and interpersonal skills.
• Proficiency in administrative and quality assurance tasks, including audits, case reviews, and database management.
• Ability to model trauma-informed practices and promote staff wellness.
• Resilience, adaptability, and calmness in high-pressure crisis situations.
• Access to a quiet, private workspace with high-speed internet.

Nice To Haves

• License in Clinical Social Work (LiCSW) or similar certification preferred.

Responsibilities

• Lead, mentor, and manage a team of Team Leads to ensure accountability, strategic alignment, and operational results.
• Oversee daily crisis services operations, including staffing, scheduling, hiring, training, and performance management.
• Monitor team performance and key service KPIs; provide coaching and feedback to improve outcomes.
• Audit operational metrics and implement real-time performance improvements.
• Manage administrative and quality assurance tasks such as case reviews, record audits, and database updates.
• Facilitate counselor training and development, including monitored shifts and observations.
• Collaborate with cross-functional leadership to drive continuous improvement in crisis service operations.
• Ensure compliance with policies, procedures, and safety protocols, including interaction with law enforcement and child welfare agencies when required.
• Participate in on-call rotations and provide operational support during peak volumes or critical incidents.

Benefits

• Competitive salary range: $75,000–$90,000.
• Comprehensive health coverage, including support for gender-affirming care.
• Mental health resources with virtual and in-network support options.
• 403(b) retirement plan with 3% employer match, vesting over three years.
• Generous paid time off and company holidays.
• Employee Assistance Program (EAP) providing confidential emotional, financial, and legal support.
• Remote work flexibility across the continental U.S., Alaska, or Hawaii, with technology support, home office setup reimbursement, and monthly internet allowance.

What This Job Offers

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