Manager, Workforce Management Operations

About the role

The Workforce Management Operations Manager serves as the central operations leader for crisis counseling scheduling and planning at The Trevor Project. This individual owns the end-to-end management of the workforce planning cycle from forecast to execution, designing the intricate structures that ensure the right counselor is available at the right time. The hire will develop and maintain the systems that balance counselor capacity with the fluctuating demand for youth support, acting as the primary analyst translating behavioral health trends into actionable staffing plans. This position requires a long-term commitment to refining these operational processes for sustainability, ensuring that service levels remain high without compromising counselor well-being.

Key facts

About the position

You will own the complete planning cycle for crisis counseling operations. Each day, you will align intake patterns with counselor capacity to protect every young person in need. You will design schedules that honor our commitments while advancing key organizational goals. This role requires a long-term dedication spanning multiple years.

You will design intake procedures that channel requests into efficient counselor routing. You will build forecasting models that anticipate contact volume using historical trends and patterns. You will establish regular review checkpoints where data informs schedule adjustments and necessary policy changes. You will share operational insights with leaders so they understand our service readiness at all times. You will partner with cross-functional collaborators to align platform roadmaps with evolving mission needs. You will coordinate handoffs between teams to maintain continuity, especially during high-demand periods. You will analyze queue metrics to reduce wait times and improve counselor utilization. You will guide documentation standards that clarify workflows and support consistent execution.

What you'll do

Analyze historical contact volume data to construct accurate forecasting models that predict future demand patterns.

Design intake procedures that optimize the routing of crisis requests to the most appropriate counselor resources.

Establish rigorous review checkpoints where performance data informs real-time schedule adjustments and policy refinements.

Develop queue management strategies that reduce wait times while maintaining sustainable counselor utilization rates.

Partner with cross-functional teams to align platform capabilities and technology roadmaps with evolving operational requirements.

Coordinate handoffs between departments to ensure continuity of care, particularly during peak crisis periods.

Guide the creation of documentation standards that clarify workflows and support consistent execution across the team.

Share actionable operational insights with senior leadership to maintain transparency regarding service readiness and capacity.

Monitor schedule adherence and coverage gaps to proactively address risks in service delivery.

Own the long-term planning cycle to ensure stability and continuity in the management of counselor deployment.

Evaluate the efficiency of routing mechanisms to ensure that youth requests are matched with available counselor expertise.

Synthesize complex operational data into clear narratives that help stakeholders understand the health of the crisis system.

Champion data-driven decision making to balance the dual objectives of counselor workload and youth wait times.

Lead the implementation of new scheduling policies and procedures to adapt to changing demand patterns.

Requirements

You must be eligible to work for any employer within the United States. This role requires authorization to work for any employer in the United States.

You must commit to a sustained, long-term schedule and dedication to the operational rhythm of the team.

You will bring at least three years of experience managing intricate operational initiatives and complex projects.

You can successfully juggle multiple priorities while maintaining accuracy under tight timelines.

You will communicate clearly using written tools and virtual meeting platforms.

You will navigate complex systems and translate requirements into practical, actionable steps.

Nice to have

No specific Nice to have qualifications are listed for this role.

Application details