National Alliance on Mental Illness

Role Description The Senior Manager, CCIE plays a central role in organizing, designing, and leading initiatives that destigmatize mental health and increase help-seeking behaviors in marginalized communities. - Oversees key programs including NAMI Sharing Hope series, NAMI FaithNet, and HBCU/College Engagement. - Works closely with NAMI state organizations, affiliates, and key community partners to create culturally responsive, high-impact strategies that make mental health care accessible to all. - Reports directly to the Director of Cross-Cultural Innovation & Engagement and collaborates with other internal NAMI teams. - This full-time position is remote. - Salary Range: $82K - $87K Qualifications - A deep understanding of diversity, equity, and inclusion principles, including awareness of systemic biases and discrimination. - Previous work experience focused on engagement and/or collaboration with minoritized communities. - Bachelor's degree in a related field required and 5 - 7 years directly related experience; advanced degree preferred. - Ability to interface with and manage communications between internal and external stakeholders with a high level of accuracy and professionalism. - Excellent written and verbal communication and organizational skills. - Experience working collaboratively within a team environment and across functions/departments to plan and implement programs and initiatives. - Experience responding to and prioritizing competing demands. - Ability to respond quickly and effectively to challenges, using problem-solving and fact-finding skills. - Sound data analysis and research skills. - Experience in program design or curriculum development preferred. - Proficiency with Microsoft Office suite, experience with Asana and Sharepoint preferred but not required. - Ability to research and analyze issue-specific data, historical records, and publicly available information. - Ability to work in a fast-paced work environment and meet tight deadlines. - Ability to work independently with minimal supervision. - Ability to travel up to 15% as needed. - Must pass background check. Benefits - Generous and comprehensive Health, Dental, and Vision Plans - Paid Time Off: Vacation, Personal, and Sick Leave - Paid Parental Leave - 403(b) retirement plan - Flexible Spending Accounts for health care, dependent care, and commuter expenses - Life Insurance and Disability coverage paid by NAMI - Flexible Work and Telework programs - Professional Development Reimbursement program - A variety of wellness offerings to support team members - Employee Referral Program - The Employee Assistance Program (EAP) which provides support for personal and family problems common in contemporary life

Role Description The NAMI HelpLine Coordinator reports to the HelpLine Operations Manager and works alongside the Operations team to coordinate and support all aspects of HelpLine daily operations. The person in this position will be responsible for organizing and overseeing the work of Helpline Specialist volunteers, assessing their work, and giving feedback to optimize their performance. This position is project dependent, through December 2027, and will be re-evaluated at that time. This full-time, fully remote position works Monday-Friday 12PM - 8 PM ET. Salary Range: $24/hr. - $26/hr. ($46,800 - $50,700) Essential Duties and Responsibilities: - Provides real-time guidance and assistance to NAMI HelpLine Specialist volunteers and interns in responding to questions, problems and requests. - Anticipates escalation and provides real-time assistance and direction with challenging, complex, high-risk, or imminent risk-related HelpLine connections and initiates high-risk and emergency response protocols, as needed. - Conducts real-time monitoring, evaluation and coaching for NAMI HelpLine Specialist volunteers and interns to ensure fidelity to NAMI HelpLine service model and required service levels. - Ensures adherence to policies for service, attendance, established procedures etc., for NAMI HelpLine volunteers and interns. - Responds to and provides appropriate resources for email and US Mail requests, in accordance with NAMI HelpLine policies and procedures. - Responds to and provides appropriate intervention for HelpLine calls and texts as needed, in accordance with NAMI HelpLine policies and procedures. - Assists with research and annual audit of NAMI HelpLine Resource Directory materials, as needed. - Keeps current with mental health news within the industry. - Participates in cross-team projects as needed. - Performs other duties as assigned. Qualifications - Proven experience as a member of a fast-paced team serving members, customers or clients; helpline, hotline or crisis line experience preferred. - Knowledge of current mental health services landscape including different treatments, resources and a basic understanding of mental illness and its effects on individuals and families. - Superior listening, communication and problem-solving skills. - Excellent leadership and organizational skills. - Strong working knowledge of Microsoft Office Suite and ability to learn cloud-based technologies including telecommunications, applications, storage, networks and other tools/resources. - Strong writing skills. - Spanish language proficiency highly desired. - Bachelor's degree in a related field preferred. - Flexibility to work some morning or evening hours, as required. - Must pass background check. Benefits - Generous and comprehensive Health, Dental, and Vision Plans. - Paid Time Off: Vacation, Personal, and Sick Leave. - Paid Parental Leave. - 403(b) retirement plan. - Flexible Spending Accounts for health care, dependent care and commuter expenses. - Life Insurance and Disability coverage paid by NAMI. - Flexible Work and Telework programs. - Professional Development Reimbursement program. - A variety of wellness offerings to support team members. - Employee Referral Program. - The Employee Assistance Program (EAP) which provides support for personal and family problems common in contemporary life.

What started as a small group of families gathered around a kitchen table in 1979 has blossomed into the nation's leading voice on mental health. The National Alliance on Mental Illness (NAMI) is the nation's largest grassroots mental health organization dedicated to building better lives for the millions of Americans affected by mental illness. Today, we are an alliance of hundreds of local affiliates, state organizations and a national office that work in communities across the United States to raise awareness and provide support and education that was not previously available to those in need. NAMI advocates for all who are affected by mental illness, both the individuals and the people in their lives. We work to address disparities and injustices and to promote dignity and inclusion for all people with mental illness and their families. In addition to being advocates, we educate, we listen, and we lead as evidenced by our public awareness campaigns, the range of programs we provide, and our strong public policy. We are seeking a Junior Salesforce Administrator to support our fundraising team and grants team at NAMI. This person will have experience working in nonprofits, specifically supporting fundraising teams through donor database management. The ideal candidate would have several years' experience working in nonprofits and be familiar with Salesforce administration. This full-time position is remote. Salary Range: $70k - $78k ESSENTIAL DUTIES AND RESPONSIBILITIES: - Provide support pulling reports, building dashboards, and managing Account Team. - Coordinate with NAMI's Information System Team and external vendors to manage data, create new fields, evaluate formulas and troubleshoot Flows-particularly as it relates to fundraising functionality. - Ensure Salesforce users are entering, updating, and sharing data in compliance with business rules and NAMI data governance policies. - Maintain a thorough understanding of data sources NAMI business processes. - Work with the Salesforce team to manage and maintain the systems that integrate with our database: Classy, DonorSearch, Double the Donation, and Mailchimp or similar systems. - Assist the Salesforce team with planning and testing of Salesforce and application enhancements, fixes and updates and the coordination of user acceptance testing. - As needed, help the Salesforce team identify applications and vendors that can strengthen data quality and allow us to further leverage Salesforce's capabilities. - Work with team leaders to develop and train staff in Salesforce's capabilities for tracking grants, major donor moves management and other fundraising functions. - Pull accurate and timely distribution lists, analytics reports and other constituent/gift data to supply external vendors, as needed. - Execute bulk data imports. - Other duties as assigned. MINIMUM QUALIFICATIONS: - Bachelor's degree or equivalent work experience in Information Systems, Business Administration, non-profit administration, or related field. - 1 to 3 years of relevant experience. - Salesforce Administrator or Associate certification (optional). - General understanding of CRM best practices and resources. - Knowledge of Non-Profit Success Pack (NPSP). - Experience with planning, organizing, and implementing a range of training activities. - Familiarity with fundraising, grants management, and event management are a plus. - Strong analytical skills and problem-solving skills. - Strong interpersonal and business communication skills. - Strong written and verbal communication skills. - Ability to manage and prioritize multiple tasks in a dynamic work environment. - Ability to translate business needs into formal requirements documentation. - Ability to analyze and document business processes. - Must pass background check Your salary is only one component of the total compensation package. NAMI offers a range of standard and unique benefits that are reviewed annually: - Generous and comprehensive Health, Dental, and Vision Plans - Paid Time Off: Vacation, Personal, and Sick Leave - Paid Parental Leave - 403(b) retirement plan - Flexible Spending Accounts for health care, dependent care and commuter expenses - Life Insurance and Disability coverage paid by NAMI - Flexible Work and Telework programs - Professional Development Reimbursement program - A variety of wellness offerings to support team members - Employee Referral Program - The Employee Assistance Program (EAP) which provides support for personal and family problems common in contemporary life NAMI is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workforce. NAMI prohibits discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, marital status, age, disability, veteran status, sexual orientation, gender identity or expression, pregnancy, childbirth or related medical conditions, genetic information or any other legally protected group status. We also provide reasonable accommodation for candidates with disability.

What started as a small group of families gathered around a kitchen table in 1979 has blossomed into the nation's leading voice on mental health. The National Alliance on Mental Illness (NAMI) is the nation's largest grassroots mental health organization dedicated to building better lives for the millions of Americans affected by mental illness. Today, we are an alliance of hundreds of local affiliates, state organizations and a national office that work in communities across the United States to raise awareness and provide support and education that was not previously available to those in need. NAMI advocates for all who are affected by mental illness, both the individuals and the people in their lives. We work to address disparities and injustices and to promote dignity and inclusion for all people with mental illness and their families. In addition to being advocates, we educate, we listen, and we lead as evidenced by our public awareness campaigns, the range of programs we provide, and our strong public policy. We currently have an opening for a Director, State Organization Development & Revitalization. The Director leads the strategic development, launch, stabilization, and accreditation-readiness of new, emerging, or reconstituted NAMI State Organizations (NSOs). This role is responsible for building organizational infrastructure from inception through operational maturity, ensuring alignment with NAMI's Standards of Excellence (SOE), governance requirements, sustainability strategy, and NAMI's 2030 Strategic Plan. The Director serves as the primary architect for state-level replication or rebuild models, coordination of advisory committees and tiger teams, development of sustainability frameworks, and cultivation of close partnerships with local stakeholders, as well as NAMI National teams, including Field Governance, Field Capacity Building, Finance, Legal, among others. This role requires demonstration of and a commitment to cultivating strong stakeholder partnerships, as the scope of work will require consistent and productive stakeholder engagement. The role also requires expertise in nonprofit startup development, operations, governance design, fundraising strategy, affiliate network development, and change management in complex federated systems. This full-time position is remote. Salary Range: $110,000 - $120,000 ESSENTIAL DUTIES AND RESPONSIBILITIES: Organization Transformation & Launch Strategy - Design and operationalize a standardized model for launching new, emerging, or reconstituted State Organizations. - Develop state-specific launch roadmaps (12-24-month implementation plans) using a phased approach and template. - Establish and/or verify legal formation, chartering, IP licensing, and compliance structures. - Build foundational policies (bylaws, board charters, conflict of interest, financial controls, etc.). - Ensure early alignment with SOE core requirements and accreditation standards Tiger Team* & Capacity Building Team Leadership - Lead, deploy, and manage cross-functional tiger teams*, internal and external stakeholders, and consultants responsible for standing up, rebuilding, or revitalizing State Organizations. - Define the scope, objectives, timelines, and track performance and success metrics. - Select, onboard, and manage external consultants and subject-matter experts (e.g., governance, finance, fundraising, and operations). - Serve as engagement lead and integrator, ensuring consulting work translates into sustainable, locally owned organizational capacity, including the creation of onboarding and training of new leaders. - Coordinate tiger team* activities across key NAMI National departments and functions. - Hold consulting teams accountable for deliverables, milestones, and quality standards. - Transition work from consultant-led execution to state-level ownership as organizations develop and stabilize. Governance & Leadership Development (completed in partnership with local stakeholders and AR) - Recruit and onboard founding boards (skills-based recruitment, fiduciary training, governance orientation). - Implement governance training aligned to SOE and nonprofit best practices. - Clarify roles between state organizations and affiliates (incorporated and unincorporated as applicable). - Create board performance dashboard and success measures. - Connect volunteer and paid leadership to NAMI and/or Alliance Relations department resources. Organizational Infrastructure & Operations - Build operational infrastructure including: - Financial systems and internal controls - Budget development and cash flow planning - Staffing models and role clarity - CRM and data management standards - Risk management and insurance compliance - Develop early-stage staffing plans (volunteer-led → hybrid → professionalized model as appropriate). - Create reporting and performance dashboards Financial Sustainability & Revenue Development - Create a state-level fund development strategy: - Diversified fund development planning (individual, grants, corporate, events) - State policy/funding landscape assessment - Fundraising infrastructure development - Develop 1-3-year financial projections. - Identify early catalytic funding (seed, bridge, stabilization). - Create donor stewardship and grant management systems. Affiliate Network Analysis - Complete affiliate profiles and service gaps (if/as applicable). - Work in partnership with team members to draft plans for affiliate activation, onboarding, and support. - Create draft of affiliate development support aligned with Alliance Relations department framework. Accreditation & Performance Readiness - Guide new and revitalized organizations through self-assessment against SOE. - Build documentation repositories required for accreditation readiness. - Establish performance benchmarks and milestone tracking. - Create early-warning indicators for governance or sustainability risk. Stakeholder & Change Management - Serve as point of contact for advisory committee, tiger team, and internal and external stakeholders. - Work in close collaboration and partnership with internal and external stakeholders to ensure continuity of programs and services. - Manage strategic communications to target audiences throughout the process. - Engage key stakeholders (national board, local partners, funders, volunteers). - Report and manage reputational risk during transitions. - Navigate organizational cultural reset. *A Tiger Team is a small, cross-functional group of experts assembled to rapidly analyze and solve a specific, high-priority problem. Tiger teams are temporary, empowered to act quickly, and focused on producing practical solutions and recommendations within a defined timeframe. MINIMUM QUALIFICATIONS: Required - 8-10+ years nonprofit leadership experience. - Demonstrated experience launching or rebuilding a nonprofit organization. - Deep expertise in nonprofit governance, operations, and board development. - Experience designing sustainability and fundraising strategies. - Strong financial acumen (budgeting, forecasting, internal controls). - Experience operating within federated or networked nonprofit systems. - Managerial experience - Exceptional facilitation and change management skills. - Must pass background check Preferred - Experience with accreditation or standards-based assessment models. - Experience working with diverse stakeholders. - Experience working with and managing tiger or turnaround teams (i.e., consultants). - Knowledge of the mental health nonprofit ecosystem. - Legal or compliance familiarity (nonprofit corporate law preferred but not required). Core Competencies - Systems thinking - Strategic execution - Organizational design - Governance architecture - Conflict navigation - Stakeholder diplomacy & communication - Structured problem-solving - Data-informed decision-making - High emotional intelligence Your salary is only one component of the total compensation package. NAMI offers a range of standard and unique benefits that are reviewed annually: - Generous and comprehensive Health, Dental, and Vision Plans - Paid Time Off: Vacation, Personal, and Sick Leave - Paid Parental Leave - 403(b) retirement plan - Flexible Spending Accounts for health care, dependent care and commuter expenses - Life Insurance and Disability coverage paid by NAMI - Flexible Work and Telework programs - Professional Development Reimbursement program - A variety of wellness offerings to support team members - Employee Referral Program - The Employee Assistance Program (EAP) which provides support for personal and family problems common in contemporary life NAMI is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workforce. NAMI prohibits discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, marital status, age, disability, veteran status, sexual orientation, gender identity or expression, pregnancy, childbirth or related medical conditions, genetic information or any other legally protected group status. We also provide reasonable accommodation for candidates with disability.

What started as a small group of families gathered around a kitchen table in 1979 has blossomed into the nation's leading voice on mental health. The National Alliance on Mental Illness (NAMI) is the nation's largest grassroots mental health organization dedicated to building better lives for the millions of Americans affected by mental illness. Today, we are an alliance of hundreds of local affiliates, state organizations and a national office that work in communities across the United States to raise awareness and provide support and education that was not previously available to those in need. NAMI advocates for all who are affected by mental illness, both the individuals and the people in their lives. We work to address disparities and injustices and to promote dignity and inclusion for all people with mental illness and their families. In addition to being advocates, we educate, we listen, and we lead as evidenced by our public awareness campaigns, the range of programs we provide, and our strong public policy. We currently have an opening for a Senior Coordinator, Grants Administration. The Senior Coordinator, Grants Administration plays a key role in ensuring the smooth and efficient management of the grant workflow by coordinating logistics and communications. This role is embedded within project teams and assists with each step of the grants process, helping to ensure timely execution and accurate close-out reporting. The Senior Coordinator, Grants Administration is responsible for building-out grant applications in a centralized technology system, tracking deadlines and expenditures, supporting applicants and reviewers, and facilitating clear, effective communication throughout the grant workflow. This full-time position is remote. Salary Range: $25/hr. - $30/hr. ($48,750 - $58,500) ESSENTIAL DUTIES AND RESPONSIBILITIES: - Administer and implement the grant workflow, ensuring timely tracking of application status, funding decisions, expenditures, and reporting requirements. - Collaborate cross-functionally, including with project owners and leads, to support the establishment of grant timelines, to document requirements, and to develop custom application questions, scoring criteria, and reporting requirements. - Build-out the application in a grants technology system, opening and closing applications on schedule, with smooth workflow progression from application submission to award notification, award payment, and reporting. - Coordinate a clear and timely communications plan for grant milestones, including email notifications, portal updates, and other communication platforms. - Serve as a system administrator for the grants technology system, including initial troubleshooting of technical issues. - Ensure all grant information is entered accurately and remains up to date. - Facilitate the collection of required financial documents from grantees and coordinate execution of grant agreements. - Coordinate with Finance to ensure timely and accurate disbursement of awards. - Track entire grant workflow in a project management software (Asana). - Through our centralized HelpScout ticketing system, respond to questions and resolve issues for both NAMI National staff and for grant applicants. - Other duties as assigned. MINIMUM QUALIFICATIONS: - Demonstrated professional experience, preferably 1-2 years in grants administration, project coordination, or nonprofit operations. - Strong organizational and time-management skills with the ability to manage multiple deadlines. Proven ability to prioritize effectively and adapt to changing priorities. - Excellent communication skills, with the ability to serve as a contact for internal and external stakeholders. - Familiarity with grant management software (OpenWater) preferred. - Basic understanding of financial principles and grant budgeting preferred. - Detail-oriented with a commitment to data accuracy. - Ability to troubleshoot technical challenges and coordinate with technology support. - Ability to handle sensitive information with discretion. - Proactive and intellectually curious. - Resourceful and eager to learn new skills and adapt to evolving technologies and responsibilities. - Enthusiasm for NAMI's mental health mission. - Bachelor's Degree preferred - Must pass background check Your salary is only one component of the total compensation package. NAMI offers a range of standard and unique benefits that are reviewed annually: - Generous and comprehensive Health, Dental, and Vision Plans - Paid Time Off: Vacation, Personal, and Sick Leave - Paid Parental Leave - 403(b) retirement plan - Flexible Spending Accounts for health care, dependent care and commuter expenses - Life Insurance and Disability coverage paid by NAMI - Flexible Work and Telework programs - Professional Development Reimbursement program - A variety of wellness offerings to support team members - Employee Referral Program - The Employee Assistance Program (EAP) which provides support for personal and family problems common in contemporary life NAMI is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workforce. NAMI prohibits discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, marital status, age, disability, veteran status, sexual orientation, gender identity or expression, pregnancy, childbirth or related medical conditions, genetic information or any other legally protected group status. We also provide reasonable accommodation for candidates with disability.

What started as a small group of families gathered around a kitchen table in 1979 has blossomed into the nation's leading voice on mental health. The National Alliance on Mental Illness (NAMI) is the nation's largest grassroots mental health organization dedicated to building better lives for the millions of Americans affected by mental illness. Today, we are an alliance of hundreds of local affiliates, state organizations and a national office that work in communities across the United States to raise awareness and provide support and education that was not previously available to those in need. NAMI advocates for all who are affected by mental illness, both the individuals and the people in their lives. We work to address disparities and injustices and to promote dignity and inclusion for all people with mental illness and their families. In addition to being advocates, we educate, we listen, and we lead as evidenced by our public awareness campaigns, the range of programs we provide, and our strong public policy. We currently have an opening for a Senior Data Engineer. As NAMI's first dedicated Data Engineer, the individual in this role will architect and build our data pipeline from the ground up, balancing near-term reporting needs with a durable, scalable foundation for future growth. The Senior Data Engineer is part of the Software Engineering team responsible for building and operating data pipelines, curated datasets, and reporting foundations that enable NAMI to measure program impact, support affiliate reporting, and drive data-informed decisions. This role partners closely with Engineering, Salesforce, Programs & Services, Success Team, and the Data Team to improve data quality, reduce manual reporting workflows, and deliver trusted, well-documented data products. This full-time position is remote. Salary Range: $95k - $105k ESSENTIAL DUTIES AND RESPONSIBILITIES: - Design, build, and maintain scalable ELT/ETL pipelines integrating data from operational systems, program reporting tools, forms, and third-party services - Build and maintain canonical datasets and data models that support consistent reporting across program types and implementations - Implement data quality checks, validation rules, and automated monitoring/alerting for critical data products - Develop and maintain transformations using analytics engineering best practices (e.g., modular, testable, well-documented SQL/Python), including models, tests, and documentation - Configure and support automated job runs via a CI/CD pipeline (e.g. Github Actions) to enforce testing and promote reliable releases - Partner with stakeholders to translate reporting needs into clear data requirements and maintainable implementations - Improve data accessibility through role-based access controls and curated data marts for dashboards and self-service analytics - Create and maintain documentation (data definitions, lineage, runbooks) for both technical and non-technical audiences - Optimize pipeline reliability, performance, and cost across storage, compute, and orchestration (including optimizing workloads, file layouts, and incremental processing patterns) - Orchestrate and monitor workflows, including retries, alerting, and runbooks - Work with tooling for observability, uptime, and performance monitoring - Be a collaborative colleague who learns from and educates their team - Proactively communicates, maintains expectations, and keeps work records up to date in project management systems and team communication channels - Stay current with industry trends and identify new ways for the team to improve - Other duties as assigned MINIMUM QUALIFICATIONS: - 5+ years of experience in data engineering, analytics engineering, or backend engineering with significant data ownership - String proficiency in Python (preferred) or another programming language used for data engineering - Strong SQL skills and experience building production-grade data models for reporting and analytics - Experience using managed or self-hosted EL tools such as Airbyte or Fivetran to ingest and maintain sources - Experience building analytics platforms using a modern data warehouse (e.g., MotherDuck, BigQuery, Redshift, Databricks, Snowflake), and a modern data lake (e.g., Amazon S3, Azure Blob Storage) - Hands-on experience with transformation tools (dbt Core or equivalent) - Experience in modeling, testing, monitoring, and building CI/CD for data pipelines and transformations (including dbt tests and deployment practices) - Experience with orchestration/workflow tools (e.g., Airflow, Dagster, Prefect) and scheduling reliable jobs - Experience running transformation jobs in CI/CD tooling such as GitHub Actions (e.g., PR validation, scheduled runs, environment-based deployments) - Experience with data visualization tools such as Tableau, Looker, Power BI, or Metabase - Familiarity with access controls and least-privilege practices for datasets and reporting layers, including managing data access across teams and roles - Hands-on experience with Docker - Strong proficiency in Git/GitHub - Strong debugging skills and ability to troubleshoot data issues end-to-end (source → pipeline → model → dashboard) - Excellent communication and collaboration skills; comfort working cross-functionally with non-technical partners - Comfort in a remote-first workplace - Well organized team player - Must pass background check Your salary is only one component of the total compensation package. NAMI offers a range of standard and unique benefits that are reviewed annually: - Generous and comprehensive Health, Dental, and Vision Plans - Paid Time Off: Vacation, Personal, and Sick Leave - Paid Parental Leave - 403(b) retirement plan - Flexible Spending Accounts for health care, dependent care and commuter expenses - Life Insurance and Disability coverage paid by NAMI - Flexible Work and Telework programs - Professional Development Reimbursement program - A variety of wellness offerings to support team members - Employee Referral Program - The Employee Assistance Program (EAP) which provides support for personal and family problems common in contemporary life NAMI is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workforce. NAMI prohibits discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, marital status, age, disability, veteran status, sexual orientation, gender identity or expression, pregnancy, childbirth or related medical conditions, genetic information or any other legally protected group status. We also provide reasonable accommodation for candidates with disabilities.

What started as a small group of families gathered around a kitchen table in 1979 has blossomed into the nation's leading voice on mental health. The National Alliance on Mental Illness (NAMI) is the nation's largest grassroots mental health organization dedicated to building better lives for the millions of Americans affected by mental illness. Today, we are an alliance of hundreds of local affiliates, state organizations and a national office that work in communities across the United States to raise awareness and provide support and education that was not previously available to those in need. NAMI advocates for all who are affected by mental illness, both the individuals and the people in their lives. We work to address disparities and injustices and to promote dignity and inclusion for all people with mental illness and their families. In addition to being advocates, we educate, we listen, and we lead as evidenced by our public awareness campaigns, the range of programs we provide, and our strong public policy. We currently have an opening for a Manager, Success Teams. The Manager leads the NAMI Success Team, which serves as the centralized first point of contact for inquiries, issues, and requests from NAMI State Organizations and Affiliates as well as external stakeholders. The Manager is responsible for ensuring consistent, high-quality Tier-1 support through structured intake, defined service processes, and effective escalation pathways. This role oversees daily support operations, manages service performance and response standards, and ensures that inquiries are routed and resolved efficiently across National teams. The Manager plays a key role in strengthening the relationship between NAMI National and the field by ensuring support interactions are timely, coordinated, and transparent. In addition to managing day-to-day operations, the Manager contributes to the continued evolution of the Success Team toward a scalable support model capable of supporting real-time service channels in the future. This full-time position is remote. Salary Range: $68k - $75k ESSENTIAL DUTIES AND RESPONSIBILITIES: - Lead daily operations of the Success Team and supervise Coordinators responsible for handling inquiries from NAMI State Organizations, Affiliates, and external stakeholders. - Oversee centralized intake of field inquiries and ensure requests are accurately logged, triaged, and routed through established support channels. - Establish and monitor service standards (including response expectations and service level targets) and ensure the team consistently meets service expectations. - Respond directly to support tickets during periods of high volume or operational need to maintain service continuity and meet established response standards. - Provide Tier-1 support leadership by guiding Coordinators in resolving inquiries directly and escalating issues appropriately to subject matter experts or internal teams. - Design and maintain structured escalation pathways to ensure complex or technical issues are routed to the appropriate internal teams and resolved efficiently. - Serve as the primary Success Team representative for operational initiatives and projects related to support operations, including process improvements, intake governance, and system enhancements. - Capture and communicate "voice of the field" insights by identifying patterns in support inquiries and sharing opportunities for improvement with internal teams. - Develop and maintain operational reporting related to support volume, response times, resolution patterns, and service performance to inform organizational decision-making. - Lead the development and governance of the Success Team knowledge base and support documentation to ensure consistent guidance and reference materials for both staff and field partners. - Train and mentor Success Team Coordinators, providing ongoing coaching and support to strengthen service quality and professional development. - Support the continued evolution of the Success Team's service model, including preparing processes and staffing structures for potential future real-time support channels. - Other duties as assigned. MINIMUM QUALIFICATIONS: - Experience leading or supervising a service-based team responsible for high-volume inquiries, help desk operations, customer support, or service desk environments - Demonstrated ability to manage support operations, including service queues, response standards, and escalation workflows - Strong operational leadership skills with the ability to establish processes, improve workflows, and implement structured service delivery models - Experience using ticketing or case management systems - Ability to analyze support data and service trends to inform operational improvements and identify recurring issues - Strong written and verbal communication skills with the ability to communicate complex concepts clearly to both technical and non-technical audiences - Excellent problem-solving and decision-making skills, particularly in fast-paced operational environments - Strong interpersonal skills and the ability to collaborate effectively across departments and stakeholders - Experience training, mentoring, and developing staff in a service-oriented environment - Ability to manage multiple priorities while maintaining service quality and meeting response expectations - Interest in or experience supporting mission-driven or nonprofit organizations, particularly in the areas of education, advocacy, or mental health - Strong working knowledge of Microsoft Office and collaboration platforms - Must pass background check Your salary is only one component of the total compensation package. NAMI offers a range of standard and unique benefits that are reviewed annually: - Generous and comprehensive Health, Dental, and Vision Plans - Paid Time Off: Vacation, Personal, and Sick Leave - Paid Parental Leave - 403(b) retirement plan - Flexible Spending Accounts for health care, dependent care and commuter expenses - Life Insurance and Disability coverage paid by NAMI - Flexible Work and Telework programs - Professional Development Reimbursement program - A variety of wellness offerings to support team members - Employee Referral Program - The Employee Assistance Program (EAP) which provides support for personal and family problems common in contemporary life NAMI is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workforce.NAMI prohibits discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, marital status, age, disability, veteran status, sexual orientation, gender identity or expression, pregnancy, childbirth or related medical conditions, genetic information or any other legally protected group status. We also provide reasonable accommodation for candidates with disabilities.