Workforce Operations and Service Delivery Manager
Posted 6 Oct 2026
Advertised as “Manager, Workforce Operations and Service Delivery”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 5+ yrs
- Management level
- People management
- Employment
- Remote
No salary listed for this role.
Field of studyHealthcare Administration, Psychology, Public Health, Social Work (or related)
Study levelBachelor's
Study levelMaster's or higher
Essential Duties & Responsibilities
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.
How You Will Contribute
As the Manager, Workforce Operations and Service Delivery, you will perform the following and/or similar activities:
Workforce Management (45%)
- 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.