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Chief Operating Officer

Remote

Overview:

Crisis Text Line provides free, 24/7, high-quality text-based mental health support and crisis intervention by empowering a community of trained volunteers to support people in their moments of need.

Our mission is at the intersection of empathy and innovation — we promote mental well-being for people wherever they are.

Our vision is an empathetic world where nobody feels alone.

Our core values are at the heart of all we do: connect with empathy, center equity, get it done together, and reflect and evolve.
 

Why you should join our team: 

  • Our work is transforming the way people in pain access support at their fingertips
  • Our work is innovative in the crisis response space
  • Our dynamic, fun, and diverse culture
  • Our meaningful cause, led by empathy and innovationOur strong values at the center of all we do
  • Our commitment to diversity, equity and inclusion
  • Our commitment to engagement and belonging
  • Our commitment to our employees and their holistic wellbeing
  • Our  value of work/life balance
  • Our growth mindset and prioritize professional development
  • Our leaders who truly care

What you'll be doing:

Role: Interim Candidate Engaged in posting 

The COO of Crisis Text Line is a pivotal leader responsible for ensuring the organization delivers high-quality, efficient operations that empower its mission to recruit dedicated volunteers and provide exceptional service to texters in need. This role focuses on optimizing operational workflows, fostering a culture of continuous improvement, and driving measurable outcomes that align with organizational goals. A key aspect of the COO’s mandate is instilling a strong customer focus and orientation across all levels of the company, ensuring every team member, initiative, and process is centered on the different needs and experiences of all of the different customers / users the organization serves.

Responsibilities: 

  • Co-lead strategy development for US CTL Service
  • Lead Global Expansion Strategy development
  • Partner with CEO and relevant team members to fundraise for global expansion
  • Collaboratively lead new product development process for revenue related products including volunteer/skill training and other corporate opportunities 
  • Set the team up for success with key metrics, resources, dashboard, and a mindset of continual improvement to achieve cost and quality efficiency
  • Lead new Global Spanish Service
  • Co-lead the creation of a Global Network Collaborative
  • Support team and direct reports by setting clear team and individual goals, providing consistent and actionable feedback, and intentionally supporting professional development
  • Ensure the integration of diversity, equity, and inclusion into all levels of the organization.

Qualifications: 

  • 15+ years of relevant experience
  • MBA preferred or equivalent years of experience
  • Demonstrated analytical, strategic, and leadership capabilities with the ability to thrive in a fast-paced, entrepreneurial environment
  • Experience coaching, designing processes for regular reporting and continuous improvement of key operational metrics across multiple teams and multiple processes. 
  • Experience developing and executing international expansion strategies, including but not limited to budgeting, partnerships, auditing, etc. 
  • Dedication to Justice, Equity, Diversity, and Inclusion, with experience leading diverse, inclusive teams

Reliable High-Speed Internet Required: Must have a stable high-speed internet connection to support seamless remote collaboration, virtual meetings, online job tasks, etc.

The full salary range for this position, across all United States geographies, is $229,152 t0 $310,000 per year. The upper portion of the salary range is typically reserved for existing employees who demonstrate strong performance over time. Starting salary will vary by location, qualifications, and prior experience; during the interview process, candidates will learn the starting salary range applicable for their location. We pay competitively in the tech-forward nonprofit space and offer a robust benefits package.

Only candidates in the following states will be eligible for employment: CA, CO, CT, FL, GA, HI, IL, IN, IA, MD, MA, MI, MO, NJ, NM, NY, NC, OH, PA, TN, TX, UT, VA, WA.

Benefits:

Crisis Text Line employee  benefits are thoughtfully designed using an equity lens, acknowledging that we are all unique human beings with individual life circumstances that require flexibility and support. 

 Benefits include: 

  • 20 paid holidays including:
    • Federal  holidays like Juneteenth and Labor Day
    • Election day
    • Holiday break from Dec 24  through January 1
    • 2 renewal days 
    • 2 floating holidays  
  • Flexible  paid time off, including: 
    • 15 vacation days
    • 3 personal days
    • 7 sick days 
  • Medical, dental, and vision benefits for the staff member and family at no cost to the employee
  • 403B retirement plan (the nonprofit equivalent of a 401K): 3% contribution by Crisis Text Line to support building financial wellness,  regardless of personal contribution
  • 12 weeks paid parental leave (after 6 months of employment)
  •  Student loan repayment (after 2 years of continuous full time service)
  • Family support through a virtual childcare platform
  • Stipends/Allowances
    • Mental health  (Monthly) 
    • Internet Service (Monthly) 
    • Professional Development (Annual)
    • Wellness (Annual)
    • Home office setup (One time/First year)

(Benefits are only for US-based employees. International benefits may differ).

Crisis Text Line is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We provide reasonable accommodation to individuals who have a disability and meet the skill, experience, education, and other job-related requirements of the role to allow the individual to perform the essential functions of the job.



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