Program Operations Manager - MATES North America Pilot

Location: New York City (NY) or Houston (TX)

Type: Full-time

Duration: 12-month contract with possibility of extension, commencing February 2026

Salary: $95,000 - $125,000 + benefits commensurate with qualifications and experience

Reports to: Executive Manager

Direct reports: Field Officers, Case Managers, Administration, Communication & Reporting Officer

About MATES and the North America Pilot

MATES in Construction is an evidence-based, industry-backed, peer-led workplace program that brings suicide prevention and mental health support onto the jobsite. The model blends:

• • Engagement, awareness and capacity building through toolbox-style conversations and formal training that reduce stigma, empower help-offering and reduce barriers to help-seeking.
  • Peer network activation by training and supporting natural helpers called “Connectors” who notice, ask, and link people to help.
  • Facilitated pathways to care via structured referral and escalation. The MATES team are the bridge to supports, not the clinicians.

For more information visit www.matesna.org

The MATES North America pilot is adapting the proven Australian model to North American conditions through a pilot delivery approach with strong governance, and rigorous evaluation. This pilot is delivered in partnership with Quanta Services, whose leadership and nationwide network provide real-world pilot sites and industry ownership for a solution built by and for the construction industry. Your work will directly enable the industry to own a sustainable solution. What you deliver in this role shapes how the program scales across North America.

Purpose

Shape and own this newly created role, and influence program and operational implementation from the ground up. Lead regional teams that blend on-site delivery with people leadership and operational coordination. Your primary focus is to give Field Officers and Case Managers everything they need to succeed: clear plans, training calendars, materials, data discipline, and fast removal of blockers, while keeping delivery to fidelity, safe, and evaluation-ready. You enable the collaboration between regions to run one coordinated program.

Why this role will excite you

You’ll split your time between boots-on-ground (sites, crews, leaders) and leading a small, high-trust team. You’ll see impact up close: more conversations, more Connectors, safer pathways, and you’ll help shape how MATES scales across North America by turning pilot learning into better systems and processes.

Training and accreditation you’ll receive

• MATES Model Induction: learn the history, methodology and evidence of the program, understand the brand, and become part of our mission.
• Training and support to deliver General Awareness Talk (GAT) sessions, boundaries/safe messaging, and referral/escalation protocols.
• safeTALK Training and Trainer Accreditation (LivingWorks): complete train-the-trainer requirements to deliver safeTALK to fidelity and maintain trainer currency.
• Applied Suicide Intervention Skills Training (ASIST) training (LivingWorks).
• Operational systems: orientation to HR, communications, finance, IT and program database platforms.
• Ongoing coaching: regular practice feedback, reflective sessions with your Executive Manager

Key responsibilities

Lead regional teams

• Build a high-trust team culture grounded in MATES values and safe-messaging; set clear expectations and model the standard.
• Establish the right supervision cadence through weekly 1:1s; planning meetings; ongoing observation and feedback for field staff.
• Enable team performance and growth by establishing clear role expectations and KPIs; incentivize and recognize great work; address under-performance early with supportive improvement plans and timelines.
• Develop capability through coaching on facilitation craft (GAT/Connector engagement and delivery), documentation quality, referral discipline, and boundary-keeping; support LivingWorks trainer accreditation (safeTALK, ASIST) through co-facilitation and micro-practice.
• Support workforce wellbeing by balancing load/coverage, planning leave, and debriefing critical events; protect boundaries (non-clinical roles) and promote accessing support (e.g. EAP) where appropriate.

Enable high-quality delivery

• Oversee program delivery and site activity plan implementation (engagement, GAT, Connector, safeTALK/ASIST, follow-up, evaluation).
• Support accurate and timely financial administration processing (within delegation) and maintain audit-ready documentation.
• Ensure program materials are version controlled and aligned to brand guidelines.
• Join key site visits; model credible engagement with leaders, union stakeholders, and crews; maintain ongoing site relationships and provide support as needed, including when critical incidents or suicides occur.

Ensure safety and boundaries

• Run case/concern huddles; ensure Case Manager handles non-clinical support/navigation and retains connection until support is accessed.
• Support the team to respond to risk signals, maintain boundaries, facilitate stepped-care pathways, and ensure appropriate escalation to professional and emergency services.

Facilitate data, reporting and evaluation

• Ensure on-time, accurate CRM entries; review exception reports; publish program delivery reporting; provide de-identified extracts for evaluation.
• Oversee development of weekly ops snapshots and monthly KPI packs; surface insights that drive improvement.

Enable stakeholder coordination

• Partner with the senior leaders to plan site pipelines, align external commitments, and keep partners informed and confident.
• Translate partnership commitments into site-level deliverables and capture evidence as required.
• Feed site intelligence up (risks, opportunities, emerging champions) to senior leaders to inform engagement strategies and funding asks; align messages with established comms plan.

What you’ll bring

Minimum qualifications and experience

• Bachelor’s degree (BA/BS) in Social Work, Counselling, Psychology, Public Health, Human Services, or a closely related field.
• 5+ years of nonprofit program leadership in mental health, suicide prevention, or adjacent human services environments.
• Demonstrated implementation leadership with experience turning program plans into actionable systems and processes.
• Experience coaching small frontline teams; running huddles and 1:1s; enabling facilitation craft and ensuring documentation quality.
• Demonstrated ability to discuss suicide and mental health using safe-messaging and maintaining appropriate boundaries; able to open/hold/close sensitive conversations and escalate appropriately.
• Previous success engaging stakeholders across diverse fields (e.g. unions, contractors, funders, and evaluators); and maintaining adherence to grant/reporting requirements.
• Strong data and systems literacy (CRM usage, report packs, basic dashboard reading) and demonstrated understanding of privacy and confidentiality requirements.
• Confident with Microsoft 365, shared drives with version control, email/calendars, video meetings; able to learn new operational systems quickly (e.g. CRM/database, HRIS/onboarding, travel booking and expenses, basic finance/AP tools).

Highly regarded qualifications and experience

• Accredited professional background in Social Work, Counselling, or Psychology (e.g. MSW, MA/MSc Counselling, MA/MSc Psychology).
• Licensed or license-eligible in a relevant US state (e.g. LCSW, LPC/LCPC/LMHC, LMFT, Psychologist) or equivalent professional registration.
• Bilingual capabilities (English and Spanish) and experience working with culturally diverse people.
• Experience in construction or a closely related setting (e.g. civil, utilities, major projects, OHS, union).
• LivingWorks safeTALK/ASIST program completion or trainer accreditation.
• Lived / living experience of your own, or caring for someone with, mental health challenges, suicidality or suicide bereavement.

Essential attributes

• Calm, credible leadership on site: culturally attuned to construction; confident discussing suicide; steady under pressure and decisive with escalations.
• Team-first builder: grow trust, share credit, and ask for help early; collaborate as a shared leadership team across regions.
• Adaptable and pragmatic: adjust plans when reality shifts while protecting program fidelity; comfortable choosing progress over perfection.
• Resilient and reflective: debrief tough days, investigate issues with curiosity, identify lessons and contribute to continuous improvement.

What success looks like (first 6–12 months)

• Region sites move reliably from interest → readiness → GAT → Connector activation → follow-up, with repeat invitations.
• Connector networks are active and supported; leaders describe MATES as credible and useful.
• Training to plan, with version-correct assets and smooth logistics; minimal cancellations and quick recovery plans.
• Data ≥95% complete at cut-off; issues/risks/actions tracked and closed on time; evaluation requests met.
• Cross-region alignment on calendars and standards; seamless coverage during peaks/leave; visible shared learning.
• Staff engagement is high; coaching shows in improved delivery quality and confidence.

Role conditions

• Regular travel across your region and others; early starts/occasional evenings aligned to site schedules.
• Driver’s license; ability to move training materials; compliance with all site safety requirements.
• Pre-employment checks as required.

Ready to lead a small team that punches above its weight?

If you love making things work in the real world, growing people, and seeing practical change on site week by week, this role is for you. Send a cover letter or video explaining how you build high-trust teams and keep delivery moving in complex environments, along with your resume and evidence of experience.

We use a Professional Employer Organization (PEO) for payroll and benefits administration.

Health & benefits

• • Medical insurance offered; employer contribution is employee-only with a cap
  • Dependent coverage is available, with premiums for dependents paid by the employee (the employer contribution applies to employee-only coverage)
  • Dental and vision offered as voluntary benefits (100% employee-paid)
  • 401(k) offered
  • Employer-paid basic Life insurance + Long-Term Disability (LTD)
  • HSA contribution: only for employees enrolled in an HSA-eligible plan
  • Benefits start: 1st of the month after hire

Travel & expenses (when travel is required for work)

• • Mileage reimbursed at the IRS standard rate for business travel between sites; tolls/parking reimbursed for business travel.
  • Overnight travel: company-paid hotel + meals paid using General Services Administration (GSA) – Meals & Incidental Expenses (M&IE) per diem by destination
  • Required training (and related travel) is employer-paid

Other provisions

• • Pre-employment checks apply (consistent with applicable law).
  • Paid sick leave will be provided consistent with applicable law and policy

Benefits are subject to eligibility requirements, plan terms, and may change over time.

Strong data and systems literacy (CRM usage, report packs, basic dashboard reading) and demonstrated understanding of privacy and confidentiality requirements.

Confident with Microsoft 365, shared drives with version control, email/calendars, video meetings; able to learn new operational systems quickly (e.g. CRM/database, HRIS/onboarding, travel booking and expenses, basic finance/AP tools).

Preferred: Bilingual capabilities (English and Spanish) and experience working with culturally diverse people.