Teams at Vibrant Emotional Health

Supervises Tier 1 and Tier 2 technical support staff in a 24/7 environment. Oversees ticket queues, escalations, SLA adherence, staffing, workload distribution, performance metrics, documentation, and shift coverage. Provides hands-on troubleshooting and collaborates with engineering and product teams on issues and improvements. Coaches team members, identifies training needs, reports support trends, and recommends workflow improvements.

Leads quality improvement programs for the national 988 Lifeline Network, including clinical quality monitoring, AI-enabled process improvement, data analysis, compliance investigations, KPI tracking, reporting, and stakeholder engagement. Manages Quality Improvement Specialists, coordinates projects across crisis centers, develops measurement tools, presents outcomes to funders and executives, and drives sustained improvements across voice, chat, text, and video services.

Build, validate, deploy, monitor, and maintain predictive models and analytical reports. Translate findings for technical and non-technical stakeholders, promote data literacy, deliver training, collaborate on data infrastructure, apply advanced statistical and machine learning methods, and support analytical requests across mental health and crisis care programs.