Remote New

Manager of 988 Operations - Monitoring & Analytics

Vibrant Emotional Health
$80K to 90K*
401(k)
United States
Oct 23, 2025
Job Title: Manager of 988 Operations - Monitoring & Analytics Department: 988 Reports to: Director of 988 Operations Location: Remote Travel: 10% Salary Range: $80K to 90K* New hires are typically brought into the organization between the minimum to midpoint of the salary range posted depending on qualifications, internal equity, and the budgeted amount for the role. Formerly the Mental Health Association of New York City (MHA-NYC), 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. Position Objective:* The Manager of Operations - Monitoring & Analytics will be responsible for monitoring the uptime for the 988 Lifeline network. This person will analyze, distribute, and report on various data generated by the network and provide assessment of and recommendations to improve overall network stability and efficiency. The position will manage a 24/7 team of network monitors and coordinate activities related to significant events, including outage, incident, and surge. Overall, this role is vital to ensuring data-driven understanding of 988 operational performance. This is a grant-funded position, with guaranteed funding through September 2026 with the possibility of extension. Essential Duties and Responsibilities: Manage a team of Operations Monitors who conduct 24/7 monitoring of the 988 Lifeline network Create operational monitoring practices and policies for the 24/7 monitoring team Serve as the first point of contact for significant events, including outages, incidents, and surges, and ensure adherence to internal policies and procedures Manage a Data Specialist to support on longer-term data initiatives Conduct data analysis on center and state key performance indicators including investigating data variances Prepare internal and external-facing data reports to summarize network performance Serve as a subject matter expert for dashboard enhancements and new technology to support network monitoring Work collaboratively with the Network Operations, Technology, Data, Communications, and other teams to ensure timely completion of deliverables Assist the Operations department in interfacing with network centers on their data reporting needs Other duties as assigned Required Skills / Abilities / Qualifications: Intermediate to advanced skills with data analysis in a call center environment Experience working with Tableau, Excel, Microsoft Office suite, Google suite Experience working with a contact center system such as Genesys Cloud People management experience Maintain flexibility with schedule to ability to support team Excellent verbal, written and computer skills Strong analytical skills; ability to problem solve Courteous, professional manner Effective time management and organizational skills Ability to create work for self and identify areas of need and opportunity as appropriate Ability to create and document work processes and policies Ability to learn new reporting platforms Ability to work cooperatively and effectively with others Ability to be flexible and versatile in a changing work environment while maintaining effectiveness and efficiency Preferred Qualifications: 2+ years of people management experience, with a plus for 24/7, remote teams Project management experience Interest in mental health and suicide prevention Interest in technology and systems work, and experience with developing and implementing data reports and/or tools A bachelor's degree in Social Work, Data Sciences, Business, or a related field Physical Requirements: Must be able to remain in a stationary position for at least 50% of the time. Will frequently communicate over video calls with the internal and external stakeholders as well as team members. Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks' vacation, plum benefits, etc. This role is endowed/subsidized through July 2026, with the possibility of renewal based on performance and funding**** Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role. Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.