Manager, Crisis Services

Department: H2H Connect Contact Center

• *Salary Range: $90,000 - 105,000

Reports to: Director, Crisis Services Location: Remote Schedule: Full-time; overnight** • NOTE: This is an operational leadership role responsible for real-time service delivery of crisis contact center operations, including staffing coverage, performance outcomes and escalation management. Clinical oversight is limited to monitoring adherence and protocols. Clinical Licensure is not required. Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone. H2H Connect operates various hotlines, including New York City’s NYC 988, New York State’s HOPEline, and the NFL Life Line. H2H Connect continues to grow as new managed care arrangements and new technologies make it possible to reach more people in distress through more channels. The contact center currently provides crisis intervention and information and referrals to over 40,000 people every month and our reach continues to grow. Position Overview The Manager, Crisis Services is an operations leader responsible for the day-to-day performance, reliability, and consistency of crisis line operations in a 24/7, multi-channel environment. This role leads Crisis Shift Supervisors and is accountable for staffing execution, real-time performance management, data integrity, and adherence to operational and quality standards. The position focuses on building strong operational systems that enable high-quality, equitable crisis services at scale. Core Responsibilities Operational Leadership

• Lead, coach, and performance-manage a team of Clinical Supervisors responsible for real-time shift execution.
• Work with WFM to ensure adequate supervisor coverage, efficient workflows, and consistent adherence to operational protocols and data governance standards.
• Maintain accountability for key performance indicators, including SLA performance, AHT, occupancy, adherence, attendance, and data accuracy.
• Manage schedules, attendance, and time-off requests for Clinical Supervisors, maintaining accurate performance and compliance documentation.

Performance Management & Reporting

• Monitor live operations and performance trends to proactively identify risks, gaps, and opportunities.
• Analyze operational data and translate findings into corrective actions, coaching priorities, and process improvements.
• Prepare and present operational performance reports to H2H leadership, highlighting trends, risks, and system-level recommendations.

Quality Enablement & Continuous Improvement

• Partner with Quality Improvement and Training teams to align operational coaching with identified performance trends and quality findings.
• Ensure consistent application of policies, procedures, and operational standards across all shifts.
• Contribute to process improvement initiatives informed by data, national crisis contact center standards, and best practices.

Cross-Functional Partnership & Readiness

• Collaborate with workforce management, technology, product, and training teams to optimize tools, systems, and workflows that support supervisor and counselor performance.
• Support operational readiness for new service launches, platform changes, and volume shifts.
• Serve as an escalation point for operational issues raised by Clinical Supervisors, ensuring appropriate documentation and follow-through.

Team Culture & Accountability

• Foster a culture of accountability, clarity, and continuous improvement within the supervisor team.
• Promote staff engagement, operational excellence, and equitable service delivery through consistent expectations and feedback.

Required Skills & Abilities

• Proven leadership ability in a high-volume contact center or behavioral health crisis setting.
• Strong analytical and problem-solving skills with a KPI-driven mindset.
• Proficiency in data analysis and workforce management tools (e.g., Excel, Salesforce, Genesys, SuccessKPI).
• Excellent written and verbal communication and presentation skills.
• Ability to coach and develop leaders in a fast-paced, high-pressure environment.
• Strong organizational and administrative skills with attention to accuracy and detail.
• Demonstrated ability to collaborate cross-functionally with technology, training,