[Hiring] Manager, Workforce Operations and Service Delivery @Postpartum Support International

Role Description

Postpartum Support International (PSI) works to promote awareness, prevention, and treatment of mental health issues related to childbearing. 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 PSI and federally funded by the Health Resources and Services Administration (HRSA).

Reporting to the Chief Hotline Officer/Project Director, this position directly supervises the Hotline Services Supervisors and, through them, the Hotline's Counselor and Shift Lead workforce. This role serves as the operational counterpart to the Manager, Clinical Practice & Operations.

How You Will Contribute

• Workforce Management (45%)
  • Administer nontraditional work periods, ensuring they are staffed, documented, and applied consistently.
  • 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, recommending which positions to post and tracking time-to-fill.
  • Own the Model Fit metric, tracking how closely actual schedules align with staffing-model positions.
  • Monitor the Services team's performance indicators and adjust resources proactively.
• Training & Delivery (20%)
  • Own the Hotline's training program end to end, accountable for the quality of curriculum, materials, and delivery.
  • Partner with the Workforce Enablement Specialist to design and maintain the training calendar.
  • Design and deliver onboarding and ongoing training for new hires.
  • Develop and maintain high-quality curriculum, training materials, job aids, and assessments.
  • Ensure high-quality delivery by observing sessions and gathering feedback.
  • Coordinate cross-functional training efforts and develop an implementation strategy.
  • Maintain training documentation, attendance, and completion records.
• Service Operations (30%)
  • Ensure the Hotline service runs 24/7 at the highest standard.
  • Nurture the Services team through consistent support and clear communication.
  • Oversee day-to-day service delivery operations, ensuring adequate live coverage.
  • Maintain emergency on-call availability to respond to coverage emergencies.
  • Partner with the Manager, Clinical Practice & Operations to align workforce coverage with clinical service delivery standards.
  • Use contact center and workforce systems to monitor real-time coverage and staffing adherence.
  • Support recurring reconciliation of actual staffing against the staffing model.
• Operational Need & Surge Protocol Response (5%)
  • Provide live phone, text, and web chat support during anticipated surges in Hotline volume.

Qualifications

• 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 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.
• 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 and CRM/case management systems.
• Strong analytical skills, comfortable building and maintaining staffing trackers and shift-coverage gap analyses.
• Excellent written and verbal communication skills.
• Experience supervising remote or distributed staff.

Requirements

• Must complete and clear a Non–Sensitive Tier II - Moderate Check and Clearance background check.
• Must be available for emergency on-call duty outside standard business hours.
• Must be able to work under pressure and meet deadlines.
• Must be able to multitask and handle potentially unpredictable and high-acuity situations.
• Must be able to communicate effectively and be a team player.
• Primarily remote position; occasional travel may be required for organizational meetings or training events.
• High Internet speed (100 Mbps for one home remote user; higher speeds required if additional household members are streaming).
• Must utilize a quiet and secure office space for privacy and confidentiality.

Benefits

• A deep commitment to fostering a culture where everyone feels respected, valued, and supported.
• A fully remote, asynchronous work environment.
• Ongoing professional development opportunities.
• A comprehensive benefits package focused on well-being, including medical, dental, and vision coverage.
• Generous paid time off, including vacation, holidays, sick leave, and personal days.
• Inclusive parental leave supporting all paths to parenthood.
• Comprehensive retirement plan option with an organization-provided match.