Who we are

At Crisis Text Line, we believe that every person in crisis deserves to be heard, understood, and supported. Our volunteers are at the heart of that mission—showing up with empathy, courage, and care to support people in their most difficult moments.

We’re looking for team members who are passionate about strengthening and supporting this volunteer community. In this role, you’ll help improve the systems, programs, and insights that empower volunteers to do their best work. The work you contribute—through better data, stronger programs, and thoughtful collaboration—helps ensure more people receive life-saving support when they need it most.

Role

The Volunteer Operations Program Specialist partners closely with the Director of Volunteer Operations to strengthen the systems, programs, and operational processes that support Crisis Text Line’s volunteer community. This role serves as a key bridge between Volunteer Operations, Build (Product & Engineering), and Analytics, helping the organization better understand volunteer lifecycle data, program performance, and platform effectiveness. A major focus of this role is program analysis, operational insight generation, and cross-functional collaboration—ensuring that initiatives, pilots, and operational improvements are informed by data and evaluated effectively. This role focuses on generating real-time, actionable insights to inform program decisions and improve outcomes.

Why This Role Matters

This role is pivotal to Crisis Text Line’s sustainable growth. The Volunteer Operations Program Analyst will have an opportunity to build and shape processes from scratch which will drive strategic impact across US Operations, improve user and volunteer experiences, and enable the organization to reach millions more people in crisis.

Key Responsibilities

Data & Program Analytics

• Analyze volunteer lifecycle data to identify trends, bottlenecks, and opportunities for operational improvement.
• Track platform performance and key program KPIs, providing regular insights and reporting to Volunteer Operations leadership.
• Support the evaluation of programs, pilots, and initiatives, ensuring the team is asking the right analytical questions and measuring impact effectively.
• Translate raw data into clear insights, findings, and recommendations that inform program priorities and operational decisions.
• Synthesize analytical findings into clear, actionable insights for internal stakeholders across operations, product, and leadership teams.
• Identify opportunities for new dashboards or reporting tools that would improve operational visibility and decision making.
• Partner with the Data and Analytics teams to define dashboard requirements and ensure Volunteer Operations has access to meaningful insights.
• Help determine when new reporting infrastructure is needed versus better utilizing existing Salesforce data and dashboards.

Product Collaboration

• Partner with Build (Product and Engineering) teams to provide operational insights that inform platform improvements and roadmap priorities.
• Ensure Volunteer Operations insights, volunteer feedback, and operational inefficiencies are clearly communicated to product teams.
• Support product discovery and iteration by bringing data-driven perspectives from Volunteer Operations into product discussions.

Program Evaluation & Operational Insights

• Evaluate the effectiveness of volunteer programs, operational initiatives, and pilots, helping the organization learn quickly and iterate.
• Identify patterns in volunteer engagement, program outcomes, and platform usage that inform operational improvements.
• Help the team understand what is working, what is not, and where to focus future investment.
• Work closely with Volunteer Operations leadership, Build teams, and Analytics partners to ensure data insights translate into real operational improvements.
• Collaborate with US Operations teams to identify data needs and operational gaps that analytics and dashboards can address.
• Communicate insights clearly to both technical and non-technical stakeholders.

Minimum Qualifications

• 3-4 Years of Experience in program operations, analytics, operations strategy, or program evaluation, ideally in mission-driven, nonprofit, or technology-enabled organizations.
• Strong analytical skills with the ability to identify trends, interpret program performance data, and translate findings into recommendations.
• Hands-on experience and familiarity working with data dashboards, analytics tools, or operational reporting systems (e.g., Salesforce, BI dashboards, analytics platforms).
• Demonstrated ability to work cross-functionally with product, data, or engineering teams.
• Excellent communication skills with the ability to translate complex data insights into clear, actionable recommendations.
• Strong problem-solving skills with the ability to balance strategic thinking and hands-on execution.
• Ability to manage multiple priorities in a fast-paced, evolving environment.

Preferred Qualifications

• Experience working with volunteer management platforms or volunteer programs.
• Familiarity with product development cycles or product roadmap collaboration.
• Experience designing or contributing to operational dashboards and reporting frameworks.
• Experience evaluating program impact, pilots, or operational initiatives.

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

For United States-based candidates:

The full salary range for this position, across all United States geographies, is $67,452 to $75,768. 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.

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

Benefits & Well-Being

Crisis Text Line recognizes that we are all unique human beings with unique life circumstances, and our benefits package aims to be as flexible as possible to support your needs as you work to promote mental well-being for people, wherever they are. Our benefits package is thoughtfully designed using an equity lens, with input from our team and from industry best practices.

Highlights include:

• Comprehensive medical, dental, and vision options that prioritize accessibility and financial peace of mind
• Employer-funded HSA contributions
• Generous PTO, sick time, and 19 paid holidays with a winter break
• 12 weeks of fully paid parental leave after 26 consecutive weeks of service
• Monthly internet and mental health stipends
• Annual Wellness Stipend
• Home office and professional development stipends
• 403(b) retirement plan with employer contribution
• Sabbatical after 3 years of service

Benefits are for U.S.-based employees; international benefits may vary

No visa sponsorship available for this position.

#LI-KR1

This is a remote-only position

Please note: The following eligibility applies to U.S.-based roles only.

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