Bachelor's degree in business, operations, or related field
5+ years of program or operations management experience
3+ years of supervisory or management experience in a multi-program or crisis environment
Strong communication, facilitation, and organizational skills
Proven experience in managing contract compliance and operational systems
Ability to forecast staffing and manage budgets effectively
Responsibilities
Lead development and implementation of policies and training for 2-1-1 and Crisis teams
Ensure operational procedures are efficient and reflect best practices
Collaborate to maintain quality and compliance tracking systems
Support accreditation processes by meeting documentation standards
Create efficient workflows that improve service quality
Embed DEIB principles into all operational and training systems
Benefits
Flexible hybrid work environment with onsite and remote options
Opportunities for professional development and training
Supportive workplace culture promoting collaboration and equity
Engagement with staff in meaningful mental health and crisis intervention work
Participation in initiatives that strengthen organizational health and impact
Full Job Description
STATEMENT OF THE JOB
The Contact Center Operations Director is responsible for overseeing the operations of the Contact Center, which provides 211 information and referral services, 988 suicide and crisis intervention, and after-hours support for community mental health organizations. This role ensures systems, processes, and operations are effective, efficient, and aligned with organizational and contractual expectations. It serves as a strategic partner and collaborator with the Directors of 2-1-1 and Crisis Services to support staff readiness and engagement through thoughtful systems and equitable operational practices.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Operational Systems & Quality
Lead the development and implementation of standardized policies, protocols, and training frameworks across the 2-1-1 and Crisis teams.
Ensure all operational procedures are consistent, efficient, and reflective of best practices in crisis and information services.
Collaborate with leadership to develop and maintain systems that track quality, performance, and compliance, and implement corrective actions as needed.
Support accreditation and certification processes (Inform USA, AAS, COA, etc.) by ensuring documentation and practices meet standards.
Forecast staffing needs, ensuring cost-effectiveness and adequate coverage.
Create workflows and systems that improve efficiency, productivity, and service quality.
Develop productivity expectations based on call type, line, and service demands.
Equity & Wellbeing
Embed diversity, equity, inclusion, and belonging (DEIB) principles into all operational and training systems.
Assess and improve internal processes through an equity and wellbeing lens, ensuring they foster fairness, accessibility, and respect.
Collaborate with team leaders to identify and address systemic barriers to staff success and satisfaction.
Training & Development
Develop and coordinate comprehensive training plans for both 2-1-1 and Crisis Services staff to ensure consistent skill-building and knowledge retention.
Curate and deliver training content that reflects trauma-informed, person-centered, and culturally responsive practices.
Partner with department directors to create feedback loops that measure training effectiveness and identify continuous improvement opportunities.
Collaboration & Leadership
Serve as a connector and facilitator between operations, HR, and program leadership to align processes with organizational goals.
Promote a workplace culture that values collaboration, transparency, and shared accountability.
Support cross-departmental initiatives that strengthen Gryphon Place's overall organizational health and impact.
Requirements
EDUCATION AND EXPERIENCE
Required:
Bachelor's degree in business, operations, project/change management, or related field.
Minimum of 5 years of experience in program or operations management, including experience with process improvement or training systems.
Minimum of 3 years of supervisory or management experience, preferably within a multi-program or crisis services environment.
Excellent communication, facilitation, and organizational skills.
Experience collaborating across departments and managing complex projects.
Experience managing contract compliance, quality assurance, and operational systems required.
Demonstrated ability to forecast staffing, manage budgets, and implement cost-effective strategies
Preferred:
Master's degree in organizational leadership or a related field.
Experience in behavioral health, crisis intervention, or nonprofit human services.
Familiarity with accreditation processes (AAS, Inform USA, COA).
Understanding of contact center operations.
Knowledge of 211 and 988 systems and crisis intervention services
KNOWLEDGE / SKILLS / ABILITIES
Equity-minded leadership
Process design and evaluation
Emotional intelligence and collaboration
Ability to analyze data, identify trends, and implement process improvements.
Excellent organizational skills, with the ability to manage multiple priorities and deadlines.
Strong communication and interpersonal skills, with the ability to collaborate across teams and with external partners.
Demonstrated leadership skills with the ability to inspire, support, and hold others accountable.
Proficiency in using technology platforms, data tracking, and reporting systems.
Work Environment
This position operates in a hybrid work environment with flexibility for on-site and remote work, depending on operational needs. Occasional evening and weekend availability may be required
