Manager, Success Teams

What started as a small group of families gathered around a kitchen table in 1979 has blossomed into the nation's leading voice on mental health. The National Alliance on Mental Illness (NAMI) is the nation's largest grassroots mental health organization dedicated to building better lives for the millions of Americans affected by mental illness.

Today, we are an alliance of hundreds of local affiliates, state organizations and a national office that work in communities across the United States to raise awareness and provide support and education that was not previously available to those in need. NAMI advocates for all who are affected by mental illness, both the individuals and the people in their lives. We work to address disparities and injustices and to promote dignity and inclusion for all people with mental illness and their families. In addition to being advocates, we educate, we listen, and we lead as evidenced by our public awareness campaigns, the range of programs we provide, and our strong public policy.

We currently have an opening for a Manager, Success Teams. The Manager leads the NAMI Success Team, which serves as the centralized first point of contact for inquiries, issues, and requests from NAMI State Organizations and Affiliates as well as external stakeholders. The Manager is responsible for ensuring consistent, high-quality Tier-1 support through structured intake, defined service processes, and effective escalation pathways.

This role oversees daily support operations, manages service performance and response standards, and ensures that inquiries are routed and resolved efficiently across National teams. The Manager plays a key role in strengthening the relationship between NAMI National and the field by ensuring support interactions are timely, coordinated, and transparent.

In addition to managing day-to-day operations, the Manager contributes to the continued evolution of the Success Team toward a scalable support model capable of supporting real-time service channels in the future.

This full-time position is remote.

Salary Range: $68k - $75k

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Lead daily operations of the Success Team and supervise Coordinators responsible for handling inquiries from NAMI State Organizations, Affiliates, and external stakeholders.
• Oversee centralized intake of field inquiries and ensure requests are accurately logged, triaged, and routed through established support channels.
• Establish and monitor service standards (including response expectations and service level targets) and ensure the team consistently meets service expectations.
• Respond directly to support tickets during periods of high volume or operational need to maintain service continuity and meet established response standards.
• Provide Tier-1 support leadership by guiding Coordinators in resolving inquiries directly and escalating issues appropriately to subject matter experts or internal teams.
• Design and maintain structured escalation pathways to ensure complex or technical issues are routed to the appropriate internal teams and resolved efficiently.
• Serve as the primary Success Team representative for operational initiatives and projects related to support operations, including process improvements, intake governance, and system enhancements.
• Capture and communicate "voice of the field" insights by identifying patterns in support inquiries and sharing opportunities for improvement with internal teams.
• Develop and maintain operational reporting related to support volume, response times, resolution patterns, and service performance to inform organizational decision-making.
• Lead the development and governance of the Success Team knowledge base and support documentation to ensure consistent guidance and reference materials for both staff and field partners.
• Train and mentor Success Team Coordinators, providing ongoing coaching and support to strengthen service quality and professional development.
• Support the continued evolution of the Success Team's service model, including preparing processes and staffing structures for potential future real-time support channels.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

• Experience leading or supervising a service-based team responsible for high-volume inquiries, help desk operations, customer support, or service desk environments
• Demonstrated ability to manage support operations, including service queues, response standards, and escalation workflows
• Strong operational leadership skills with the ability to establish processes, improve workflows, and implement structured service delivery models
• Experience using ticketing or case management systems
• Ability to analyze support data and service trends to inform operational improvements and identify recurring issues
• Strong written and verbal communication skills with the ability to communicate complex concepts clearly to both technical and non-technical audiences
• Excellent problem-solving and decision-making skills, particularly in fast-paced operational environments
• Strong interpersonal skills and the ability to collaborate effectively across departments and stakeholders
• Experience training, mentoring, and developing staff in a service-oriented environment
• Ability to manage multiple priorities while maintaining service quality and meeting response expectations
• Interest in or experience supporting mission-driven or nonprofit organizations, particularly in the areas of education, advocacy, or mental health
• Strong working knowledge of Microsoft Office and collaboration platforms
• Must pass background check

Your salary is only one component of the total compensation package. NAMI offers a range of standard and unique benefits that are reviewed annually:

• Generous and comprehensive Health, Dental, and Vision Plans
• Paid Time Off: Vacation, Personal, and Sick Leave
• Paid Parental Leave
• 403(b) retirement plan
• Flexible Spending Accounts for health care, dependent care and commuter expenses
• Life Insurance and Disability coverage paid by NAMI
• Flexible Work and Telework programs
• Professional Development Reimbursement program
• A variety of wellness offerings to support team members
• Employee Referral Program
• The Employee Assistance Program (EAP) which provides support for personal and family problems common in contemporary life

NAMI is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workforce.NAMI prohibits discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, marital status, age, disability, veteran status, sexual orientation, gender identity or expression, pregnancy, childbirth or related medical conditions, genetic information or any other legally protected group status. We also provide reasonable accommodation for candidates with disabilities.