Manager, Continuous Improvement

The Trevor Project; United States; Remote; USD 75,000 - 85,000; Full time

Job summary

The Trevor Project seeks a Manager of Continuous Improvement to enhance their crisis services. This role will oversee vital initiatives, focusing on best practices and policy development while ensuring high-quality services for LGBTQ+ youth. The position requires strong leadership and crisis intervention expertise, contributing to a mission of saving lives and supporting community needs.

Qualifications

• Masters in Public Health or similar degree.
• Proficiency in Zendesk (2+ years) and Salesforce (1+ year).
• 2+ years of policy & protocol development supporting crisis intervention.

Responsibilities

• Lead, develop, coach, and manage Continuous Improvement Associates/Coordinators.
• Create policies & protocols reflecting best practices.
• Evaluate the effectiveness of resources catering to diverse community needs.

Skills

Empathy

Communication

Problem-solving

Collaboration

Education

Masters in Public Health

Tools

Zendesk

Salesforce

Google Suite

Job description

Join to apply for the Manager, Continuous Improvement role at The Trevor Project.

About Trevor
The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. Trevor offers 24/7 crisis services, connecting highly trained counselors with LGBTQ+ young people whenever they need support. To drive prevention efforts, The Trevor Project also operates robust research, advocacy, education, and peer support programs. We’ve been saving lives every day for over 25 years.

Role
Every day, and in every role, our staff contribute to our critical mission of ending suicide among lesbian, gay, bisexual, transgender, queer & questioning young people by embodying our values:
Heart – We care deeply and commit to do what matters
Integrity – We build trust through our words and actions
Community – Together, we are an unstoppable force for good
Belonging – We serve as allies to the mission, and to each other
Progress – We continually move onward and upward

Position Details

• Role: Manager, Continuous Improvement
• Location: Remote in the continental US, Alaska, or Hawaii
• Reports to: Director of Strategic Initiatives & Operations
• Classification: Exempt Full Time
• Salary Range: $75,000 - $85,000

Summary

The Manager of Continuous Improvement will oversee projects, policies & protocols, and new initiatives across The Trevor Project’s Lifeline and Digital crisis services for both our Classic & 988 teams. They will support maintaining our AAS accreditation requirements for resource data management and the crisis care continuum. They will partner with leaders within the crisis services departments and across The Trevor Project to drive innovation and support high-quality services to our LGBTQ+ young people.

The role involves leading projects related to program improvement and supporting other crisis services team members. The Manager will ensure policies, protocols, and initiatives reflect best practices, organizational values, and provide a consistent, effective user experience at scale.

Roles and Responsibilities

• Lead, develop, coach, and manage Continuous Improvement Associates/Coordinators.
• Create policies & protocols reflecting best practices and organizational values, ensuring high-quality experience for contacts & counselors.
• Support the development of initiatives impacting the Crisis Intervention vertical, including tech projects, counselor engagement, and performance initiatives.
• Collaborate with department leaders to ensure consistent standards are applied daily.
• Document procedures & resources to support staff, volunteers, and contacts.
• Evaluate the effectiveness of resources catering to diverse community needs, including cultural representation and accessibility.
• Support training initiatives for ongoing professional development.
• Participate in or develop strategies to improve performance of counselors and staff providing direct services.
• Cover responsibilities within crisis services as needed, such as serving as on-call consultant or conducting shifts.
• Communicate the life-saving work of Trevor with clarity and inspiration.
• Demonstrate ethical, fair, and equitable practices.
• Show strong planning and problem-solving skills, including multitasking under tight timelines.
• Work effectively with others, demonstrating attention to detail and a commitment to belonging.

Minimum Qualifications

• Masters in Public Health or similar degree.
• Proficiency in Zendesk (2+ years), Salesforce (1+ year), Google Suite.
• 2+ years of policy & protocol development supporting crisis intervention.
• Intermediate database management experience, ideally with crisis-specific resources.
• Experience in healthcare, behavioral health, or human services, supporting diverse populations.
• Preferred: familiarity with AAS accreditation standards and SAMHSA expectations for 988 call centers.
• Strong empathy and understanding for crisis service consumers.
• Experience leading, coaching, and mentoring teams.
• Effective communication and collaboration skills.
• Attention to detail and strategic problem-solving ability.
• Proficiency in spoken and written English.