Volunteer Operations Program Specialist

Crisis Text Line, Inc.•Dallas, TX

4d•$67,452 - $75,768•Remote

About The Position

At Crisis Text Line, we believe that every person in crisis deserves to be heard, understood, and supported. Our volunteers are at the heart of that mission—showing up with empathy, courage, and care to support people in their most difficult moments. We’re looking for team members who are passionate about strengthening and supporting this volunteer community. In this role, you’ll help improve the systems, programs, and insights that empower volunteers to do their best work. The work you contribute—through better data, stronger programs, and thoughtful collaboration—helps ensure more people receive life-saving support when they need it most. Role The Volunteer Operations Program Specialist partners closely with the Director of Volunteer Operations to strengthen the systems, programs, and operational processes that support Crisis Text Line’s volunteer community. This role serves as a key bridge between Volunteer Operations, Build (Product & Engineering), and Analytics, helping the organization better understand volunteer lifecycle data, program performance, and platform effectiveness. A major focus of this role is program analysis, operational insight generation, and cross-functional collaboration—ensuring that initiatives, pilots, and operational improvements are informed by data and evaluated effectively. This role focuses on generating real-time, actionable insights to inform program decisions and improve outcomes. Why This Role Matters This role is pivotal to Crisis Text Line’s sustainable growth. The Volunteer Operations Program Analyst will have an opportunity to build and shape processes from scratch which will drive strategic impact across US Operations, improve user and volunteer experiences, and enable the organization to reach millions more people in crisis.

Requirements

3-4 Years of Experience in program operations, analytics, operations strategy, or program evaluation, ideally in mission-driven, nonprofit, or technology-enabled organizations.
Strong analytical skills with the ability to identify trends, interpret program performance data, and translate findings into recommendations.
Hands-on experience and familiarity working with data dashboards, analytics tools, or operational reporting systems (e.g., Salesforce, BI dashboards, analytics platforms).
Demonstrated ability to work cross-functionally with product, data, or engineering teams.
Excellent communication skills with the ability to translate complex data insights into clear, actionable recommendations.
Strong problem-solving skills with the ability to balance strategic thinking and hands-on execution.
Ability to manage multiple priorities in a fast-paced, evolving environment.
Reliable High-Speed Internet Required: Must have a stable high-speed internet connection to support seamless remote collaboration, virtual meetings, online job tasks, etc.

Nice To Haves

Experience working with volunteer management platforms or volunteer programs.
Familiarity with product development cycles or product roadmap collaboration.
Experience designing or contributing to operational dashboards and reporting frameworks.
Experience evaluating program impact, pilots, or operational initiatives.

Responsibilities

Analyze volunteer lifecycle data to identify trends, bottlenecks, and opportunities for operational improvement.
Track platform performance and key program KPIs, providing regular insights and reporting to Volunteer Operations leadership.
Support the evaluation of programs, pilots, and initiatives, ensuring the team is asking the right analytical questions and measuring impact effectively.
Translate raw data into clear insights, findings, and recommendations that inform program priorities and operational decisions.
Synthesize analytical findings into clear, actionable insights for internal stakeholders across operations, product, and leadership teams.
Identify opportunities for new dashboards or reporting tools that would improve operational visibility and decision making.
Partner with the Data and Analytics teams to define dashboard requirements and ensure Volunteer Operations has access to meaningful insights.
Help determine when new reporting infrastructure is needed versus better utilizing existing Salesforce data and dashboards.
Partner with Build (Product and Engineering) teams to provide operational insights that inform platform improvements and roadmap priorities.
Ensure Volunteer Operations insights, volunteer feedback, and operational inefficiencies are clearly communicated to product teams.
Support product discovery and iteration by bringing data-driven perspectives from Volunteer Operations into product discussions.
Evaluate the effectiveness of volunteer programs, operational initiatives, and pilots, helping the organization learn quickly and iterate.
Identify patterns in volunteer engagement, program outcomes, and platform usage that inform operational improvements.
Help the team understand what is working, what is not, and where to focus future investment.
Work closely with Volunteer Operations leadership, Build teams, and Analytics partners to ensure data insights translate into real operational improvements.
Collaborate with US Operations teams to identify data needs and operational gaps that analytics and dashboards can address.
Communicate insights clearly to both technical and non-technical stakeholders.

Benefits

Comprehensive medical, dental, and vision options that prioritize accessibility and financial peace of mind
Employer-funded HSA contributions
Generous PTO, sick time, and 19 paid holidays with a winter break
12 weeks of fully paid parental leave after 26 consecutive weeks of service
Monthly internet and mental health stipends
Annual Wellness Stipend
Home office and professional development stipends
403(b) retirement plan with employer contribution
Sabbatical after 3 years of service

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