Remote New

AVP, Contact Center Operations and Peformance

Vibrant Emotional Health
$150,000 - 180,000
401(k)
United States
Sep 09, 2025
Position Title: Assistant Vice President of Contact Center Operations and Performance Salary Range: $150,000 - 180,000 Department: H2H Connect Contact Center Reports to: Vice President of H2H Location: Remote Schedule: M-F, 35 Hours (Full-time) Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health's groundbreaking solutions have delivered high quality services and support, when, where, and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone. Vibrant Emotional Health's Contact Center (Here2Help Connect) is at the cutting edge harnessing new technologies to expand methods in which consumers can receive clinically sound behavioral health services. H2H Connect operates various helplines, including New York City's NYC 988, New York State's HOPEline, and the NFL Life Line. H2H Connect continues to grow as new managed care arrangements and new technologies make it possible to reach more people in distress through more channels. The contact center currently provides crisis intervention and information and referrals to over 40,000 people every month and we expect this number to continue to grow. Position Overview: The Assistant Vice President of Contact Center Operations and Performance, Here to Help (H2H) is a senior operational leader responsible for driving performance, innovation and strategic growth of Vibrant's in house contact center portfolio- including NYC 988 and national behavioral health helplines. This role oversees core contact center functions, including programmatic data, quality improvement, workforce management and technology. The AVP ensures strong data governance, operational efficiency and cross-functional collaboration to support high-impact, person centered service delivery. Duties/Responsibilities: Provide strategic and operational leadership for Vibrant's Crisis Contact Centers and H2H Helplines, balancing long-term vision with day-to-day execution. Lead initiatives to improve effectiveness and efficiency through strong technical aptitude, analytical skills, and industry best practices. Continuously enhance processes to deliver high-quality, timely, and equitable experiences for help-seekers. Analyze financial data against operational metrics to inform management decisions and ensure fiscal responsibility. Ensure operational excellence measured by efficiency, profitability, and service quality. Maintain compliance with state and federal requirements for behavioral health and crisis services. Build and sustain high-performing, collaborative teams that foster accountability, innovation, and continuous improvement. Supervise and develop program directors and leaders to strengthen management capacity across helpline operations. Oversee day-to-day operations, setting clear priorities and goals to deliver results on time and within budget. Apply expertise in crisis contact center management, including training, reporting, analytics, technology, and quality measures. Lead projects with strong project management skills, adapting helpline operations to evolving behavioral health needs and technologies. Partner with Finance to manage multi-million-dollar budgets, forecasting accurately and ensuring sustainable operations. Required Skills/Abilities: Proven ability to partner with senior leadership to shape strategic priorities, drive implementation, and track performance against organizational KPIs. Demonstrated success overseeing high-volume operations across crisis and helpline services, ensuring equitable and timely support. Strong track record of identifying and pursuing new business opportunities, cultivating partnerships, and launching new service lines. Skilled in supervising and coaching program directors to foster high-performing, data-driven teams. Expertise in enhancing service delivery models, optimizing staffing structures, and streamlining workflows. Proficiency in tracking performance metrics, analyzing service gaps, and driving compliance and continuous improvement. Experience managing public and private contracts, ensuring timely deliverables, proactive engagement, and successful renewals. Effective in representing organizations with funders, partners, and government agencies. Knowledge of assessing, implementing, and optimizing technologies for efficient, scalable service delivery. Commitment to fostering innovation through new models, frontline feedback, and collaborative solution design. Financial acumen in budgeting, cost management, and maintaining operational efficiency. Required Qualifications: Bachelor's degree required, MBA/Masters preferred. 10+ of progressive leadership experience in a large scale, complex customer Contact Center environment required. Demonstrated commitment to high levels of quality, customer service and client satisfaction. Must have proficiency with various software applications including Microsoft Word and Excel, Outlook, PowerPoint and call center platforms. Strong work ethic, loyal, achievement oriented, ethical and motivated. A high degree of integrity and honesty. Proven experience as a customer-focused leader. Physical Requirements: Must be able to remain in a stationary position for at least 50% of the time. Will frequently communicate over video calls with internal and external stakeholders as well as team members. Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks' vacation, plum benefits, etc. Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who come from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role. Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws. "Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does not charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address"