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 Product Manager at CTL, you will play a pivotal role in shaping the future of human-delivered, technology-enabled crisis support. You will work across the organization and externally to define the strategy for our core platform services that brings our platform innovation to a global audience. You will focus on developing services that optimize our ability to scale to support partners around the world.
Additionally, this role will lead the strategic planning 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 lifecycle.
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 customer and the user. Drive an opinionated and empathetic strategy to ensure we are optimizing the crisis support we enable.
- Lead cross-team initiatives that impact both the day-to-day and the strategic work of the engineering, data science, and product teams, with a focus on cross-engineering integrations and migrations.
- Present status, progress, risk, and teams' strategy effectively and comfortably with organizational leadership and non-technical stakeholders. Translate high level goals into tangible action plans, and vice-versa.
Function 2 - Product Execution and Delivery:
- Product delivery. Deliver features aligned with design and scope 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, data science, and product teams, with an emphasis on clearly communicating technical aspects.
- Scoping & prioritization. Effectively scope and prioritize complex projects, making the right trade-off decisions between them with guidance from your manager.
- Scope, plan, and deliver large scale projects, driving visibility and healthy accountability. Break projects into completable parts and maintain clarity on priorities. Support your team and direct reports by setting clear team and individual goals, providing consistent and actionable feedback, and intentionally supporting professional development.
- 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 technology organizations (internal, affiliate, and key service providers) to ensure alignment.
Qualifications:
- Have 7+ years experience in Product Management, preferably in a cloud, B2B or SaaS environment building APIs, configuration services, and platforms
- 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
- Comfortable using Postman, command line tools, or other relevant technologies to validate developer experience
- Deep technical understanding and are as comfortable working on products and features without a user interface as you are on those with complex user interactions
- Be data-driven, with experience writing SQL queries to gather data. Know how to get, analyze, and use data to make the best possible decisions
- Have the ability to seek and identify opportunities to leverage technical strengths, or define optimal product outcomes within technical constraints
- 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
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 $135,520 - $178,060 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)
