Remote Program Manager, Victim Services Hotline Ops

National Center for Victims of Crime; Hyattsville, Northern (MD, KY); Hybrid; USD 63,000 - 77,000; Full time

Benefits offered by this job

401(k) retirement plan with company

Paid time off

Medical, dental, and vision insurance

Job summary

The National Center for Victims of Crime (NCVC) seeks a Program Manager for the Center for Victim & Survivor Services (CVSS) to lead 24/7 hotline operations, workforce management, and SOP development. This full-time, remote role supervises Victim Assistance Specialists and collaborates with partners across the NCVC network.

Responsibilities include monitoring hotline metrics, training, recruitment, budget support, and after-hours on-call coverage.

Qualifications

• Bachelor’s degree required.
• 2+ years of research and analysis experience, grants management, and/or project management, preferably in the victim services field.
• Prior curriculum development experience preferred.
• Prior call center operations and workforce management experience preferred.
• Strong verbal and written English communication skills; Spanish fluency preferred.

Responsibilities

• Support 24/7 hotline operations and workforce management.
• Supervise and support CVSS Victim Assistance Specialists.
• Monitor hotline metrics, SLA, quality assurance, and surveys.
• Ensure compliance with grant and project requirements.
• Develop and implement SOPs and training curriculum.
• Recruit, train, and onboard CVSS staff.
• Collaborate with external partners and subject matter experts.
• Design and manage project-specific research activities.
• Assist in budgets and financial management.
• Participate in after-hours on-call rotation.
• Stay current with trends in victim services.

Skills

Research & analysis

Verbal & written English

Leadership & supervision

Willingness to travel

Education

Bachelor's degree

Job description

The National Center for Victims of Crime (NCVC) seeks a Program Manager for the Center for Victim & Survivor Services (CVSS) to lead 24/7 hotline operations, workforce management, and SOP development. This full-time, remote role supervises Victim Assistance Specialists and collaborates with partners across the NCVC network.

Responsibilities include monitoring hotline metrics, training, recruitment, budget support, and after-hours on-call coverage.