Vibrant

• Responsible for driving engagement at the center, system, and potentially state levels • Provide oversight of wellness initiatives and ensure progress on a robust crisis care continuum • Lead teams responsible for all components of seamless end-to-end network operations • Identify and implement operational enablers to optimize network performance • Drive visibility into day-to-day operations across the 988 network • Monitor execution and progress of department performance as it relates to grant expectations and strategic priorities

• Provides detailed, organized hands-on administrative support using established, transparent, systematic procedures for the 988 Lifeline executive leaders and their teams • Conducts scheduling and calendar management support for the 988 Lifeline executive leadership • Supports the 988 Administrative Manager with all 988 Lifeline executive leadership credit card account reconciliations • Collaborates with the Finance team according to Finance protocols and monthly deadlines • Collects receipts, codes and reconciles monthly credit card statements for the executives • Delivers travel logistics support for the executives, including flights and hotel accommodations • Organizes and tracks all executive travel on the 988 administration team’s Asana board • Takes meeting minutes and distributes

• Assist with the development, coordination, and implementation of a formal quality improvement plan across a large network of crisis centers to achieve quality improvement goals • Support with monitoring internal QI activities and ensure adherence to all funder and agency QI goals; ensuring all deliverables are met • Support with ensuring all QI/Outcome reports for external funders/stakeholders (SAMSHA; Vibrant QI Report; Board Reports, Committee Reports, etc.) are completed promptly • Assist with monitoring, analyzing, and reporting on performance, and support with developing strategies for improvement • Coordinate and support with leading regular program QI meetings to review program outcomes/deliverables/KPIs • Collaborate with other departments to develop proactive QI activities to ensure member crisis center’s compliance with contracted Lifeline operational and clinical KPIs • Conducts analysis and investigation of claims/complaints/grievances against their organization or crisis centers, including failure to adhere to recommended best practices or mandated policies and procedures • Conducts data collection, utilizing analysis and measurement skills to set key performance indicators and measure progress • Works cohesively alongside a team of Quality Improvement Specialists • Prepares written reports, assembles data, and develops charts and graphs representing key performance indicators and other data • Performs other duties/responsibilities, as assigned, within the scope of the position.

• conceptualizing and executing communications, marketing plans and campaigns for the National Suicide Prevention Lifeline/988 • devise recommendations and spearhead marketing and communications plans • oversee and execute marketing and communications campaigns to meet Lifeline’s goals • lead, provide guidance, support and feedback to Marketing and Communications team members • serve as primary liaison between Vibrant Emotional Health and SAMHSA marketing and communications teams • manage relationships with external advertising and marketing agencies and vendors • track metrics, create reports, and recommend communications strategies based on needs and goals • represent the Marketing and Communications department during meetings and projects • foster relationships with partners and vendors to advance messaging and resources • support the Communications team and carry out Marcom tasks as needed

• Monitor and report on real-time queue performance • Monitor attendance line and track absenteeism • Prepare data for daily meetings with Supervisors • Update schedules to reflect real time and future changes • Support WFM and Clinical Leadership in labor management practices • Utilize queue data to provide analytical support and recommendations • Other duties as assigned.

• Own and drive the product strategy and multi-year roadmap for the H2H Pod, aligning closely with CTO, Engineering, and cross-functional colleagues. • Lead a team of product managers, providing mentorship, direction, and a culture of rigorous product thinking and user-centeredness. • Translate mission priorities and partner needs into clearly defined product requirements, OKRs, and delivery milestones. • Partner with Engineering leadership to ensure agile, iterative delivery against roadmap commitments. • Serve as the primary product voice in executive conversations, board presentations, and federal partner engagements. • Define and govern product metrics frameworks — ensuring outcomes are measurable and tied to crisis services impact. • Drive vendor and platform evaluation decisions in collaboration with Enterprise IT and Data leadership. • Champion accessibility, equity, and trauma-informed design principles across all product initiatives. • Other duties as assigned.

• Assist with all functions of CRM programming and design • Maintain the CRM system, including updates, enhancements, building reports, managing dashboards, and ensuring security • Provide guidance, coaching, and training for Advancement functional users on system configuration, functionality, and enhancements • Communicate complex ideas, concepts, and processes effectively with other engineers and management • Contribute to evaluations and improvement of best practices in both process and standards • Recommend value-added changes to existing coding practices, standards, and tools • Evaluate and improve best practices and standards in the analysis, design, development, test, modification, and integration of the CRM system • Assess the severity of problems, determine corrective action, and resolve technical issues • Monitor end-user usage of the system and perform daily administrative and user support tasks • Provide technical support to end users, diagnosing and resolving problems • Evaluate and configure CRM systems and provide detailed end-user documentation • Create documentation and procedures while maintaining best practices and following Vibrant's development, installation, and maintenance methodology • Manage and collaborate with product vendors and systems integrators on the delivery of solutions • Collaborate with business partners on user acceptance testing • Work closely with project managers, UI/UX designers, other developers, and data analysts • Write technical specifications and documentation • Additional duties as assigned

• Maintain the Salesforce CRM system including updates, enhancements, building reports, managing dashboards, and security • Collaborate with cross-functional teams to ensure the CRM platform is optimized to enhance customer experiences and streamline business processes

• Lead, coach, and performance-manage a team of Clinical Supervisors responsible for real-time shift execution. • Work with WFM to ensure adequate supervisor coverage, efficient workflows, and consistent adherence to operational protocols and data governance standards. • Maintain accountability for key performance indicators, including SLA performance, AHT, occupancy, adherence, attendance, and data accuracy. • Manage schedules, attendance, and time-off requests for Clinical Supervisors, maintaining accurate performance and compliance documentation. • Monitor live operations and performance trends to proactively identify risks, gaps, and opportunities. • Analyze operational data and translate findings into corrective actions, coaching priorities, and process improvements. • Prepare and present operational performance reports to H2H leadership, highlighting trends, risks, and system-level recommendations. • Partner with Quality Improvement and Training teams to align operational coaching with identified performance trends and quality findings. • Ensure consistent application of policies, procedures, and operational standards across all shifts. • Collaborate with workforce management, technology, product, and training teams to optimize tools, systems, and workflows that support supervisor and counselor performance. • Support operational readiness for new service launches, platform changes, and volume shifts. • Foster a culture of accountability, clarity, and continuous improvement within the supervisor team.

• Define and own the overall technical vision, architecture, and technology stack for Vibrant’s unified platforms • Partner with the CTO on long-term platform strategy, roadmap, and investment priorities • Collaborate with product owners and organizational leaders to align platform strategy with business goals, user needs, and funding realities • Prioritize near-term delivery needs while ensuring long-term scalability, security, and sustainability of platform solutions • Establish objectives and key results (OKRs) for platform engineering teams • Define and execute talent strategy for Platform Engineering, including recruitment, development, and succession planning • Lead platform engineering teams responsible for executing platform roadmaps, including CRM, contact center systems, software engineering, and DevOps • Translate product requirements into robust, flexible, and secure technical solutions • Own and oversee user-facing platforms (e.g., CRM), interaction management systems (e.g., contact center solutions), and contact routing technologies (telephony, video, chat) • Establish and oversee AI/ML operations (MLOps) infrastructure, including model training pipelines, deployment workflows, monitoring systems, and governance frameworks for responsible AI • Oversee DevOps, automation, testing, and reliability practices to ensure high availability and performance • Establish and manage external vendor relationships, contracts, and strategic partnerships • Ensure platform initiatives are delivered on time, within budget, and in alignment with organizational priorities • Serve as a senior technology leader and advisor to executive leadership, ensuring alignment between technology strategy and organizational goals • Communicate platform strategy, progress, and outcomes to executives with varying levels of technical expertise • Mentor and develop senior engineering and technical leaders; conduct performance reviews and support leadership growth • Foster a healthy, inclusive, and high-performing engineering culture grounded in accountability, collaboration, and mission impact • Motivate teams to achieve objectives while retaining and developing top technical talent • Evaluate technical, operational, and organizational risks impacting platform delivery and long-term strategy • Approve decisions that commit significant financial, technical, and human resources within Platform Engineering • Establish and enforce policies, standards, and best practices governing platform development and operations • Ensure compliance with organizational, regulatory, and public health–related requirements as applicable, including HIPAA, FedRAMP, NIST cybersecurity frameworks, and federal data governance standards • Maintain awareness of emerging technologies, industry trends, and public sector considerations relevant to platform engineering