Social Services
Program Management
NY - New York metropolitan area
About the Organization

The Trevor Project is the world's largest suicide prevention and crisis intervention organization for LGBTQ young people. We are a non-profit that provides 24/7 life-saving support via phone, text, and chat. We also operate the world's largest safe space social networking site for LGBTQ youth and run innovative research, education, and advocacy programs. We've been saving lives every day for over 20 years.

About the Position

The Director of Digital Crisis Services serves as the primary leader of The Trevor Project's 24/7 digital crisis services, including TrevorText, TrevorChat, and soon-to-come integrations with social media platforms. Day-to-day responsibilities include leading the team and ensuring that we provide LGBTQ youth with high-quality and effective support. Long-term responsibilities include overseeing the performance and development of the digital crisis services team (including staff and volunteers) and working with leaders both within the crisis services department and across The Trevor Project to drive innovation so the organization can serve even more youth. The Director will need to be a strong, tactical manager while also being an inspirational leader.

What you'll do:

The ideal candidate will be able to successfully do the following:

  • Manage and inspire a team and ensure they are accountable to team and organizational KPIs and metrics as we work to serve even more young people
  • Directly supervise the Manager of Digital Supervisors and Manager of Digital Counselors
  • Oversee priority projects, providing clear input on some and leading on others
  • Ensure professional development and continued engagement of all members of the Digital team
  • Work with other leaders and teams within crisis services on department-wide strategy and decision-making
  • Ensure the implementation of quality measures
  • Drive innovation as Trevor efficiently expands to serve even more youth at an even higher level of quality
  • Ensure the positive experience and the performance of the hundreds of counselors who are a linchpin of our life-saving work, including both crisis workers and volunteers
  • Ensure that the user experience for LGBTQ youth is consistent, high-quality, effective, and efficient
  • As needed, cover responsibilities within crisis services, such as serving as the on-call consult, directly supervising shifts, supporting counselor trainings, and filing mandated reports
  • Serve as the main point of contact with other teams, including: serving as the primary partner with the technology team, working directly with the training team to discuss trends and implications for counselor training, and working with the communications team to raise the public presence of this life-saving service
  • Represent The Trevor Project in speaking engagements, conferences, and in other educational spaces
  • Speak clearly and inspirationally about the life-saving work that we do at Trevor every day
Candidate Requirements:

Who you are:

  • People person. You love working with people and know how to excite them about our life-saving work. You understand the importance of volunteers and place a premium on customer service
  • Innovative. You look at the way things are and then imagine 20 ways they can be improved. You're always thinking about best practices in training and trends in tech to figure out how we can leverage these tools
  • Results- and data-oriented. You are driven by results and informed by data. You operate with urgency and efficiency. You know how to identify problems and create informed and comprehensive strategies to make progress and get results
  • Tech savvy. You have significant experience working with technology and have a digital-first mindset. You know how to work with both tech and product teams to achieve world-class results
  • Role model and leader. You are a dedicated mentor and compassionate leader for your staff and colleagues alike. You have experience managing people and tasks (including remotely) and can inspire others to do their best work
  • Clear communicator. You can communicate clearly and concisely. You're great at getting and giving respectful and productive feedback to the people working with you
  • Highly organized. You know how to manage multiple projects and prioritize appropriately. You create clear and logical systems and processes to support your work and that of the organization
  • Collaborative. You understand that the best way to meet and exceed goals is through outstanding teamwork
  • Passionate. You care about LGBTQ youth. You care about saving lives. You want to come to work and feel inspired every day. You want to change the world
  • Fun. The work we do is serious but that doesn't mean we don't have fun. We know how to have a good time and you should too
Compensation and benefits:
  • Generous vacation and holidays (like a full day off to celebrate Harvey Milk Day!) and summer Friday's
  • Comprehensive health insurance (we pay 100% of your premiums for medical, dental, vision, and life)
  • Fun office environment and passionate team. It's NBD around here if Jonathan Van Ness or Imagine Dragons drops by our office
  • The Trevor Project is an equal opportunity employer
  • Meaningful work at an organization that is saving the lives of LGBTQ young people across America every day