Manager, Data and Analysis

Essential Duties & Responsibilities Postpartum Support International (PSI) works to promote awareness, prevention, and treatment of mental health issues related to childbearing. PSI supports families, provides expert training to providers, and creates a bridge between families and informed resources. PSI disseminates information and resources through its volunteers, website, training, chapters, and annual conference. PSI board and staff are dedicated and passionate individuals committed to alleviating distress and improving outcomes for pregnant and postpartum families. PSI headquarters is in Portland, Oregon, but the position is entirely remote. PSI additionally operates the National Maternal Mental Health Hotline, a 24/7 hotline federally funded by the Health Resources and Services Administration (HRSA). The Manager, Data and Analysis is responsible for ensuring the integrity, timeliness, and utility of all data assets supporting the Hotline's key performance indicators, contractual reporting obligations, and internal decision-making. This role sits at the intersection of operations, quality, and strategy, leading the data management infrastructure from data design, data visualization, and data validation per the requirements and evolving Hotline needs. As a key personnel designee, this role interfaces routinely with HRSA stakeholders, PSI leadership, and cross-functional Hotline teams to present insights, track emerging trends, and deliver findings across monthly, quarterly, and annual reporting cycles. The Manager, Data and Analysis is responsible for leading the Hotline's quality improvement approach, managing the CQI Specialist, and monitoring the project's comprehensive quality improvement, ensuring compliance with all internal processes; working with the cross-functional team to monitor and improve outcome measures; and assessing consumer satisfaction with services relating to the National Maternal Mental Health Hotline. The annual base salary range for this position is $75,000 - $80,000 annually. Salary is commensurate with experience and qualifications within the posted range. How You Will Contribute As the Manager, Data and Analysis, you will perform the following and/or similar activities: Data Infrastructure & Systems Management (30%) 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. Data Analysis & Visualization (25%) 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. Reporting (25%) 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. Team Leadership & Capacity Building (10%) 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. Hotline Communications (10%) 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. Education and/or Work Experience Requirements 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