[Remote] Director of Crisis Line Operations

Note: The job is a remote job and is open to candidates in USA. The Samaritans on Cape Cod and the Islands is a nonprofit organization focused on suicide prevention. They are seeking a Director of Crisis Line Operations to lead their 24/7 crisis intervention services, ensuring exceptional service delivery and continuous quality improvement.

Responsibilities

• Leading a 24/7/365 crisis line operation
• Managing and developing a team of managers, supervisors, staff, volunteers, and interns
• Overseeing program performance, quality assurance, and operational effectiveness
• Managing budgets, reporting, and compliance requirements
• Building relationships with funders, community partners, and regulatory agencies
• Using data and feedback to drive innovation and improve outcomes

Skills

• Bachelor's degree required or equivalent experience; Master's degree preferred
• 7+ years of leadership experience in operations, program management, call center management, crisis services, healthcare, behavioral health, nonprofit leadership, or related fields
• Proven ability to lead teams, manage complex operations, and drive organizational results
• Strong communication, problem-solving, and decision-making skills
• Experience with crisis intervention, mental health services, call center operations, or human services is highly desirable
• Must reside in Massachusetts
• Remote position with occasional travel as needed
• Must be available to support a 24/7 operation and flex work hours based on business needs
• Must be comfortable responding to urgent operational, staffing, or service delivery needs outside of a traditional work schedule
• Master's degree preferred
• Experience with crisis intervention, mental health services, call center operations, or human services is highly desirable

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