Manager of Text Operations Job at FlexProfessionals (Boston)

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

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Manager of Text Operations

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