Manager, workforce operations and service delivery

Essential Duties & Responsibilities

Postpartum Support International (PSI) works to promote awareness, prevention, and treatment of mental health issues related to childbearing. PSI supports families, provides expert training to providers, and creates a bridge between families and informed resources. PSI disseminates information and resources through its volunteers, website, training, chapters, and annual conference. PSI board and staff are dedicated and passionate individuals committed to alleviating distress and improving outcomes for pregnant and postpartum families. 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).

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).

Reporting to the Chief Hotline Officer/Project Director, with an interim cross-functional coordination relationship to the Deputy Program Manager, expected to convert to a direct reporting line as the organization's phased restructuring progresses, 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, providing regular updates on workforce coverage, training outcomes, and service delivery performance.

How You Will Contribute

As the Manager, Workforce Operations and Service Delivery, you will perform the following and/or similar activities:

Workforce Management (45%)

• 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.

Training & Delivery (20%)

• 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.

Service Operations (30%)

• 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.

Operational Need & Surge Protocol Response (5%):

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.

Education and/or Work Experience 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.

Additional Eligibility Qualifications

• 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.
• Primarily remote position; occasional travel may be required for organizational meetings or training events.
• May require flexibility to support coverage needs across a 24/7 operation, including occasional evening/weekend availability for coverage planning.
• 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.

What We Offer

• A deep commitment to fostering a culture where everyone feels respected, valued, and supported.
• A fully remote, asynchronous work environment that empowers you to work where and when you’re most effective while maintaining a healthy work-life balance.
• Ongoing professional development opportunities to help you grow your skills and expand your network.
• A comprehensive benefits package focused on your well-being, including 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.

Physical Requirements

Ability to safely and successfully perform the essential job functions consistent with the ADA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards; Required to sit, stand, walk, speak, and hear while performing the duties of this job regularly. The position requires extensive computer use, so the employee must have sufficient hand dexterity to use a computer keyboard and be capable of reading a computer screen.

In-Person Availability

While this role is predominantly a remote position, travel and in-person meeting attendance are required up to two times per year for internal PSI meetings, and as needed for contractually essential stakeholder engagements (estimated no more than twice per year).

Equal employment opportunity and having a diverse staff are fundamental principles at Postpartum Support International, where employment and promotional opportunities are based upon individual capabilities and qualifications without regard to race, color, religion, gender, pregnancy, sexual orientation/affectional preference, age, national origin, marital status, citizenship, disability, veteran status or any other protected characteristic as established under law. Postpartum Support International does not discriminate against formerly incarcerated individuals.