Manager, Workforce Operations and Service Delivery

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.

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

• 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.

• 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…