Manager, Workforce Operations and Service Delivery

Postpartum Support International • Remote, United States, OR

3d • Remote

About The Position

The Manager, Workforce Operations and Service Delivery leads workforce management, training and delivery, and service operations for the National Maternal Mental Health Hotline (NMMHH), a 24/7 hotline operated by Postpartum Support International (PSI) and federally funded by the Health Resources and Services Administration (HRSA). PSI works to promote awareness, prevention, and treatment of mental health issues related to childbearing, supporting families, providing expert training to providers, and creating a bridge between families and informed resources. PSI disseminates information and resources through its volunteers, website, training, chapters, and annual conference. PSI headquarters is in Portland, Oregon, but the position is entirely remote. PSI additionally operates the National Maternal Mental Health Hotline, a 24/7 hotline federally funded by the Health Resources and Services Administration (HRSA).

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 crisis line, hotline, or 24/7 service delivery operations strongly preferred.
• 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, comfortable building and maintaining staffing trackers, FTE/headcount models, and shift-coverage gap analyses.
• Excellent written and verbal communication skills; able to translate workforce data into clear staffing recommendations for leadership.
• 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 as operational needs require.
• Excellent verbal and written communication skills, including the ability to effectively communicate with help seekers and NMMHH administrative team members.
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and a sensitive demeanor.
• Must be able to multitask and handle potentially unpredictable and high-acuity situations.
• Can adapt to immediate changes in policies and procedures.
• Must be able to communicate effectively and be a team player.
• Must be able to commit to the Postpartum Support International vision and be passionate about its mission.
• Ability to work independently and to carry out assignments to completion within the parameters of instructions.
• High Internet speed (100 Mbps for one home remote user; higher speeds required if additional household members are streaming or working/learning remotely; see PSI's remote work policy for the full tiered requirement).
• Must utilize a quiet and secure office space for privacy and confidentiality.

Nice To Haves

• Master’s degree or higher in a related field preferred.
• Experience with crisis line, hotline, or 24/7 service delivery operations strongly preferred.

Responsibilities

• Administer nontraditional work periods, including swing, split, extended-length, weekend, holiday, and on-call schedules, ensuring they are staffed, documented, and applied consistently and in line with organizational policy.
• Own and maintain the hotline's staffing model, tracking headcount, FTE, and vacancy status against target.
• Maintain the active workforce tracker: role bucketing, bilingual-capable flagging, and shift-block coverage by day and role.
• Monitor and close shift-coverage gaps, prioritizing understaffed blocks and roles.
• Manage the vacancy and backfill process: cross-reference open positions against backfill logs, recommend which positions to post, and track time-to-fill.
• Own the Model Fit metric: track how closely actual schedules align with staffing-model positions, and flag structural gaps in the model itself rather than miscategorizing them as scheduling errors.
• Monitor the Services team's performance indicators and adjust resources proactively to maintain sustainable performance and service quality.
• Own the Hotline's training program end to end, accountable for the quality of curriculum, materials, and delivery for Hotline Counselors, Shift Leads, and Hotline Services Supervisors.
• Partner with the Workforce Enablement Specialist to design and maintain the training calendar, including onboarding cohorts, ongoing training, and scheduled refreshers.
• Design and deliver onboarding and ongoing training that prepares new hires for live call coverage within defined onboarding timelines.
• Develop and maintain high-quality curriculum, training materials, job aids, and assessments, reviewing them on a regular cadence and updating them when policies, procedures, systems, or protocols change.
• Ensure high-quality delivery by observing sessions, gathering participant and supervisor feedback, and using performance and quality data to improve training.
• Coordinate cross-functional training efforts (Services, Clinical, Administration) and develop an implementation strategy before making training assignments.
• Maintain training documentation, attendance, and completion records.
• Ensure the Hotline service runs 24/7 at the highest standard, remaining responsive and available as needed to sustain the service.
• Nurture the Services team through consistent support and clear communication, ensuring accountability across all shifts; provide timely guidance, reasonable workloads, and essential information to strengthen workforce resilience.
• Oversee day-to-day service delivery operations, ensuring adequate live coverage across all shifts.
• Maintain emergency on-call availability, including nights, weekends, and holidays, to respond to coverage emergencies, outages, and high-acuity situations, and coordinate the on-call rotation for Hotline Services Supervisors and Clinical Supervisors.
• Partner with the Manager, Clinical Practice & Operations to align workforce coverage with clinical service delivery standards and crisis protocol needs.
• Use contact center and workforce systems (e.g., NICE CXOne) to monitor real-time coverage, staffing adherence, and call volume against staffing plans.
• Support recurring reconciliation of actual staffing against the staffing model.
• In the event of an anticipated surge in Hotline volume, and in alignment with the Surge Protocol, provide live phone, text, and web chat support, adhering to all Hotline Counselor protocols and practices. This is activated only upon request during actively scheduled working hours; no flex time or overtime is required.

Benefits

• 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 to support your long-term financial goals.

What This Job Offers

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