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Manager of Text Operations

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FlexProfessionals

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Location:
United States , Boston

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

72000.00 - 86000.00 USD / Year
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Job Description:

The Manager of Text Operations is responsible for the leadership, coordination, and success of two text-based support services: a peer-to-peer texting service for people up to 24 years old, and a 24/7 text-based crisis service. This position plays a critical role in ensuring program quality, volunteer and staff support, and data-driven decision-making. The Manager will supervise a team of frontline staff and volunteers, oversee technology platforms, manage scheduling, and ensure accurate data reporting to sustain and grow both programs. The Manger of Text Operations will work with the Sr. Director of Crisis Programs to ensure that clinical best practices are implemented.

Job Responsibility:

  • Oversee daily operations of texting services
  • Monitor and maintain technology platforms (e.g. messaging systems, scheduling tools)
  • Maintain policies, protocols, and workflows specific to text-based crisis services
  • Provide supervision to individual reports
  • Hold weekly team meetings
  • Oversee staff and volunteer schedules
  • Ensure compliance with confidentiality, safety, and risk protocol
  • Participates in the On-call rotation
  • In collaboration with the Recruitment and Retention Coordinator, identify candidates for volunteer and staff positions as needed
  • Interview, hire, and train text service staff and volunteers
  • Complete performance reviews for direct reports
  • Conduct regular quality assurance reviews of text conversations
  • Identify training needs and deliver feedback to staff and volunteers
  • Support implementation of best practices in crisis intervention
  • In collaboration with the Senior Director of Crisis Programs, ensure all procedures are implemented
  • Cover text shifts as needed to maintain continuity in services
  • Support interns from local colleges and universities through supervision and evaluations
  • Attend conferences and other related meetings outside of the organization as needed
  • Identify, prepare reports and present key metrics associated with Operations
  • Use data insights to inform improvements in service delivery

Requirements:

  • Minimum of two years of supervisory or program management
  • Experience in the mental health, crisis intervention, or related support services
  • Knowledge of the field of suicide and suicide prevention, preferred
  • Experience working with youth or peer support programs
  • Knowledge of texting or chat-based mental health services
  • Strong communication skills, including the ability to make effective and persuasive presentations
  • Proficiency in Word, Excel, PowerPoint required
  • Must be able to evaluate problems accurately and resolve conflict by displaying good, sound judgment
  • Ability to work with sensitive information and maintain confidentiality
  • Ability to work both independently and collaboratively as a team player
  • Adept at interacting with others in person, over the phone, on zoom, or via email
What we offer:
  • Competitive benefits including health/dental/vision and 401 K, with employer match
  • employee assistance programs
  • Healthcare FSA and Childcare DCA
  • annual professional development budget
  • life insurance

Additional Information:

Job Posted:
January 22, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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