Note: The job is a remote job and is open to candidates in USA. Postpartum Support International (PSI) seeks a Manager, Data and Analysis to oversee data infrastructure, analysis, visualization, and reporting for the National Maternal Mental Health Hotline. The role leads the Hotline’s quality improvement approach, supervises the CQI Specialist, and provides actionable insights to PSI leadership, HRSA stakeholders, and cross-functional teams.
Responsibilities
- Oversee and manage the Hotline's data collection systems, telecommunications platforms, and their integrations, ensuring infrastructure supports evolving operational and contractual requirements
- Lead the design and continuous improvement of data collection processes, instruments, tools, and workflows used across Hotline technical/functional teams
- Research, evaluate, and manage the implementation of technical improvements to data collection and telecommunications systems; serve as the primary point of accountability for system data integrity
- Establish and enforce data governance standards, including validation protocols, naming conventions, and quality control procedures across all data sources
- Develop, generate, and maintain routine reports within the data collection and telecommunications system to be used for internal assessment, data quality checks, key performance indicator status, and external ad hoc requests
- Lead the generation of routine reports from data collection and telecommunications systems for internal assessment, performance tracking, and external ad hoc requests
- Lead system enhancement efforts in alignment with stakeholder requirements for data collection, retention, and analysis.robust analysis of the information generated, connecting and collaborating across the team as needed to ensure all trends, patterns, and identifications are articulated in external reports and documents
- Lead routine, cross-functional data quality checks, ensuring all findings are uplifted to the functional team members, Hotline Associate Program Manager, and the Hotline Project Director
- Develop and manage data collection processes, instruments, tools, and supports for the Hotline technical teams to implement within their functional areas
- Conduct quarterly training and refresher courses, developing expertise across the administrative team in the areas of data collection, data reporting, and data analysis
- Conduct robust, multi-layered analysis of data generated from Hotline operations, identifying trends, patterns, and anomalies that inform program decisions and stakeholder reporting
- Independently track real-time and historical metrics (e.g., contact volume, wait times, abandonment rates, handle time, occupancy)
- Identify trends and anomalies early, proactively identifying risks to service levels and escalating as appropriate
- Identify root causes of performance changes (volume spikes, staffing gaps, process changes), and translate data into clear, actionable recommendations
- Design and maintain performance dashboards and data visualizations that communicate key insights clearly and accessibly to diverse audiences, including clinical, operational, and external stakeholder groups
- Promote design thinking and visual literacy across the data team and the broader Hotline, elevating the program's capacity to interpret and act on data effectively
- Develop and maintain distributable data sets in support of internal evaluation, program planning, and external reporting requirements
- Conduct and oversee weekly data quality checks; escalate all findings to functional team members, the Hotline Associate Program Manager, and the Hotline Project Director in a timely manner
- Lead the development and production of the Monthly Data Report, Quarterly Progress Report, Mid-Year Analysis Report, Annual Impact Report, and EOY Briefing, ensuring all deliverables are thorough, concise, and consistent with HRSA and Project Director requirements
- Ensure reporting reflects true operating conditions (accounting for staffing levels, channel mix, and demand variability)
- Manage data components of all ad hoc reports and requests from HRSA, PSI leadership, and the Project Director; ensure responsiveness and accuracy across all reporting outputs
- Conduct and disseminate weekly, monthly, and quarterly data snapshots via email, Slack, and Salesforce to Hotline team members
- Provide regular data updates to Hotline Executive Staff and Leadership, translating complex findings into clear, actionable summaries
- Support the CQI Specialist with data inputs, trend analysis, and reporting elements needed to inform quality improvement planning and corrective action tracking
- Directly supervise the CQI Specialist; provide guidance, task delegation, feedback, and professional development support to build a high-performing data and continuous quality improvement function
- Conduct quarterly training and refresher sessions for the Hotline team in data collection, reporting, and analysis, fostering a data-informed culture across the Hotline
- Develop expertise and data fluency across team members, ensuring consistent application of data standards and tools throughout the project
- Participate in all required Hotline meetings (Leadership, Core, Quality Improvement, Strategy Sessions/Workgroups, KPI Analysis,, etc.) as invited and scheduled
- Communicate directly with Functional Team Leads to ensure universal data quality checks are completed and that data impacts on other project functions are clearly understood, enabling proactive solutions
- Develop, foster, and maintain strong working relationships with Hotline staff, committees, boards, and external organizations to support the Hotline's engagement-focused initiatives and project goals
- Respond timely to requests from the Project Director, Associate Program Manager, and HRSA Project Leads in the form of data reports, analyses, or other data-related deliverables
- Assist the Hotline Services/Clinical team in the review of incident reports for data quality and accuracy
Skills
- Master's degree required in a relevant field (public health, social science, statistics, data science, or related discipline)
- Minimum four (4) years of experience with a focus on data and statistical analysis, analytic methods, and data management
- Minimum one (1) year of experience in data/metrics analysis and trends projection for a call center, hotline, or comparable contact center environment
- Demonstrated experience managing or leading teams in the areas of data utilization, analysis, and reporting
- Training or demonstrated experience in visual design, interaction design, data visualization, or similar disciplines
- Proficiency in data collection platforms, reporting tools, dashboards, and telecommunications or CRM systems
- Ability to manage multiple concurrent priorities with minimal supervision in a fast-paced, remote environment
- Excellent verbal and written communication skills; ability to translate complex data findings for diverse audiences
- Strong attention to detail; adaptable and flexible in response to evolving program needs
- Strong analytical and data-driven mindset that translates into leadership and decision-making
- Ability to inspire and develop team members to reach their potential and optimize productivity
- Excellent computer proficiency (Google Suite) and experience with relevant databases and data systems
Benefits
- A deep commitment to fostering a culture where everyone feels respected, valued, and supported.
- A fully remote, asynchronous work environment that empowers you to work where and when you’re most effective while maintaining a healthy work-life balance.
- Ongoing professional development opportunities to help you grow your skills and expand your network.
- A comprehensive benefits package focused on your well-being, including medical, dental, and vision coverage.
- Generous paid time off, including vacation (two weeks), holidays, sick leave, and personal days (three).
- Inclusive parental leave (twelve weeks) supporting all paths to parenthood, along with resources to help balance family responsibilities
- Comprehensive retirement plan option with an organization-provided match to support your long-term financial goals.
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