Ensure smooth and seamless daily helpline operations, including vendor and tool usage and caseload balance for support coordinators
Oversee management of CAF’s logistical support partnership network, including lodging, transportation, childcare, and related services, ensuring coordination centers caller experience and safety.
Partner with vendors and service providers to troubleshoot barriers and ensure callers receive timely, compassionate logistical support.
Translate findings from research partnerships into program changes, policy recommendations, and internal learning, collaborating with relevant departments on strategic program design and vision.
Identify gaps and opportunities in the regional care ecosystem and lead development of new initiatives, partnerships, or workflows in response.
Shape the long-term vision for CAF’s hospital partnerships, logistical support systems, and complex care infrastructure (in collaboration with leadership team)
Collaborate with relevant clinical and municipal stakeholders, as well as internal departments, to further the mission of the complex care program.
Oversee care coordination for callers who require complex abortion care, working to ensure seamless navigation across internal teams and external health systems.
Develop and refine protocols for complex case escalation and care coordination in collaboration with the Director of Helpline Services and support of Program Managers.
Oversee external research collaborations, ensuring alignment with CAF’s mission, values, and ethical standards.
Work collaboratively with partners to identify emerging needs, barriers, and opportunities for increased access and improved care.
Manage relationships with external clinical and research staff, serving as the primary point of contact and ensuring timely information-sharing, program alignment, and strong referral pathways.
Build strategic relationships with partners, funders, researchers, and community stakeholders to expand CAF’s influence, collaboration, and reach.
Support both the Complex Care Program Manager and the Research and Community Care Program Manager in implementing research projects, managing relationships with academic partners, and contributing to data-driven program improvement.
Represent CAF in external strategy groups, coalitions, advisory bodies, and collaborative initiatives related to complex care and logistical support for abortion access.
Lead coordination of vendor contracts; serve as main point of contact for collaboration and logistics with travel and clinical partnerships
Maintain partnerships with external partners to strengthen referral networks and collaborative initiatives.
Partner with the operations department to ensure seamless coordination of patient travel and support services.
Support with troubleshooting communication, billing, and other issues.
Ensure implementation of CAF policies and practices across service delivery teams, including but not limited to data protection and confidentiality.
Collaborate with internal teams to integrate research, evaluation, and program learnings into service design.
Work closely with the Director of Helpline Services to manage relationships with grantees and relevant leadership pipeline consultants to strengthen helpline partnerships.
Supervise, coach, and support the Complex Care Manager, Research and Community Care Program Manager and coordinator-level program staff.
Steward internal leadership pipelines by developing and supporting opportunities for professional growth and leadership among manager and coordinator-level program staff.
Drive the development of a healthy team culture grounded in deep collaboration, trust, curiosity, equity, feedback, and sustainability.
Lead annual planning, goal setting, and evaluation processes for service delivery teams alongside the Director of Helpline Services.
Engage in outreach activities to raise awareness of CAF’s mission and services.
Act as a public spokesperson as needed in media, conferences, and convenings.
Works pro-actively and in good faith to support and strengthen the overall stability and effectiveness of the organization.
Actively participate in required internal and external meetings, and respond in a timely manner to CAF staff communications.
Participates proactively to fulfill staff duties, including making every effort to meet deadlines.
Update professional knowledge by participating in educational opportunities approved by CAF and professional organizations as relevant to your role.
Perform other duties as assigned by supervisor.

Requirements

4+ years of experience in program leadership, direct service operations, and/or team management
Deep commitment to reproductive justice, abortion access, and values-aligned support systems
Demonstrated ability to supervise and grow mid-level managers and direct service staff
Excellent organizational, communication, and problem-solving skills
Experience working in trauma-informed environments and/or providing emotional support
Comfortable with digital systems and platforms (Airtable, Google Suite, CRM tools, etc.)
Exceptionally organized and detail-oriented; able to juggle multiple deadlines and priorities
Strong critical thinking skills and solutions-focused approach; anticipates needs and follows through with sound judgment
Self-motivated, resourceful, adaptive, responsive, and able to make strategic decisions
Flexible and adaptable: comfortable switching between executive support, project tasks, and office coordination needs
Comfortable working in a fast-paced, high-energy, and collaborative environment
Ability to work equally well independently and as part of a collaborative team
Comfortable asking for support or help when needed
Ability to focus on overarching goals while staying on point with detail-oriented tasks and initiatives
Ability to work effectively with a wide range of constituencies in a diverse community
Commitment to reproductive justice and comfort working in a mission-driven, equity-focused environment
Experience in scheduling, staffing, and remote team oversight is a plus
Lived experience with abortion or providing abortion support is highly valued
Bilingual or multilingual skills a plus

Benefits

401K with up to 5% employer match.
Unlimited paid time off, including a mandatory four weeks off.
Paid parental leave.
100% employer-paid health insurance premiums (medical, dental, vision) with 50% dependent coverage.
Observance of federal holidays.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

program leadershipdirect service operationsteam managementsupervisiontrauma-informed careemotional supportschedulingstaffingremote team oversightdata-driven program improvement

Soft skills

organizational skillscommunication skillsproblem-solving skillscritical thinkingself-motivationresourcefulnessadaptabilitycollaborationdetail-orientedflexibility