Crisis Text Line provides free, 24/7, high-quality text-based mental health support and crisis intervention by empowering a community of trained volunteers to support people in their moments of need.
Our mission is at the intersection of empathy and innovation — we promote mental well-being for people wherever they are.
Our vision is an empathetic world where nobody feels alone.
Our core values are at the heart of all we do: connect with empathy, center equity, get it done together, and reflect and evolve.
Why you should join our team:
- Our work is transforming the way people in pain access support at their fingertips
- Our work is innovative in the crisis response space
- Our dynamic, fun, and diverse culture
- Our meaningful cause, led by empathy and innovation
- Our strong values at the center of all we do
- Our commitment to diversity, equity and inclusion
- Our commitment to engagement and belonging
- Our commitment to our employees and their holistic wellbeing
- Our value of work/life balance
- Our growth mindset and prioritize professional development
- Our leaders who truly care
What you'll be doing:
Crisis Text Line's mission is to promote mental well-being for people wherever they are. We aim to make crisis support available to a global audience. Our technology powers our US operations, as well as those of our international partners. To grow this impact worldwide, we need an exceptional Product Manager who can own a substantial part of our Product ecosystem that will drive our next generation AI-enabled global enterprise SaaS platform.
As a Senior Product Manager at CTL, you will play a pivotal role in shaping the future of human-delivered, technology-enabled crisis support. This role will lead the strategic planning and execution for enhancing the experience of over 5000 crisis response volunteers. You will work in partnership with other business units to increase volunteer recruitment and retention by improving the workflows, tools, and integrations used to support our volunteer community.
Additionally, you will work to scale our solutions to support our global partners and their volunteer communities around the world.
Crisis Text Line aspires to be an organization that reflects the globally diverse audience that our products and technology serve. We believe that hiring the best talent requires a diversity of perspectives, ideas, and cultures in order to lead to the creation of better products and services.
Crisis Text Line is and always will be a mission-driven company. We hire people with a broad set of technical skills who are ready to take on some of our biggest technology challenges and make an impact on millions of users that seek help and support in a moment of crisis.
Responsibilities:
Function 1 - Product Strategy and User Advocacy:
- Domain expertise. Be a subject matter expert on your product domain, including understanding the needs of the users within it. Be the go to person for understanding user problems and priorities and where the most impact can be made.
- Advocate for the user. Drive an opinionated and empathetic strategy to ensure we are optimizing the crisis support we enable and are helping our volunteers and staff provide the highest levels of support to our texters
- Lead cross-team initiatives that impact both the day-to-day and the strategic work of the engineering teams with a focus on acquiring and retaining volunteers.
Function 2 - Product Execution and Delivery:
- Product delivery. Partner with a scrum team to deliver features on an established timeline. Consult leadership as needed to iterate on these decisions to ensure products meet business needs.
- Ensure effective cross-functional communications across the engineering, design, research, volunteer experience, and product teams, with an emphasis on clearly communicating dependencies, and user needs
- Roadmapping & prioritization. Create and maintain product roadmaps. Effectively prioritize initiatives to bring customer value and meet business goals. Clearly communicate the logic, insights, and decision-making that influence roadmap prioritization.
- Backlog maintenance. Create and maintain a well-defined and prioritized backlog. Craft clearly defined epics and user stories with measurable outcomes that drive user value.
- Manage risk and optimize resources. Anticipate roadblocks and remove them. Discover technical and business dependencies, and create a path forward. Coordinate strategic workstreams across multiple organizations (internal, affiliate, and key service providers) to ensure alignment.
- Continuous improvement and flexibility. Proactively identify improvements for team processes and solutions when challenges arise.
Qualifications:
- Have 5+ years experience in Product Management, preferably in a cloud, B2B or SaaS environment; experience with Salesforce and third-party integrations strongly preferred.
- Have proven experience defining a product vision and roadmap and managing incremental execution through successful launches
- Have a demonstrated ability to autonomously gather and synthesize requirements from users and stakeholders, identify the key problems to solve, and turn data and insights into clear decisions or hypotheses
- Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions
- Excellent communication skills and a proven track record of collaborative partnerships with external customers and internal stakeholders across multiple departments
- Proven experience with agile methodologies and working in cross-functional teams
- Experience with OpenLMS a plus.
Reliable High-Speed Internet Required: Must have a stable high-speed internet connection to support seamless remote collaboration, virtual meetings, online job tasks, etc.
The full salary range for this position, across all United States geographies, is $67,452 - $93,250 per year. 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.
Only candidates in the following states will be eligible for employment: CA, CO, CT, FL, GA, HI, IL, IN, IA, MD, MA, MI, MO, NJ, NM, NY, NC, OH, PA, TN, TX, UT, VA, WA.
Crisis Text Line employee benefits are thoughtfully designed using an equity lens, acknowledging that we are all unique human beings with individual life circumstances that require flexibility and support.
Benefits include:
- 20 paid holidays including:
- Federal holidays like Juneteenth and Labor Day
- Election day
- Holiday break from Dec 24 through January 1
- 2 renewal days
- 2 floating holidays
- Flexible paid time off, including:
- 15 vacation days
- 3 personal days
- 7 sick days
- Medical, dental, and vision benefits for the staff member and family at no cost to the employee
- 403B retirement plan (the nonprofit equivalent of a 401K): 3% contribution by Crisis Text Line to support building financial wellness, regardless of personal contribution
- 12 weeks paid parental leave (after 6 months of employment)
- Student loan repayment (after 2 years of continuous full time service)
- Family support through a virtual childcare platform
- Stipends/Allowances
- Mental health (Monthly)
- Internet Service (Monthly)
- Professional Development (Annual)
- Wellness (Annual)
- Home office setup (One time/First year)
(Benefits are only for US-based employees. International benefits may differ).Crisis Text Line is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We provide reasonable accommodation to individuals who have a disability and meet the skill, experience, education, and other job-related requirements of the role to allow the individual to perform the essential functions of the job.
What We Do
Millions of people are quietly suffering every day. They quietly struggle with depression, anxiety, eating disorders, bullying, suicidal thoughts, and more. Crisis Text Line provides free, 24/7 support for people in crisis in the United States via a medium people already use and trust: text. And we use insights from our work to develop and share innovations in prevention, treatment, and long-term care.
Crisis Text Line trains volunteers (like you!) to support people in crisis. With over 70 million crisis messages processed to date, the org is growing quickly, and so is the need.
Crisis Text Line is a not-for-profit tech start-up, born from the rib of DoSomething.org.
