Virtual Support Program Manager
Austin, TX Programs Department
Job Type

Hand to Hold® is a national non-profit 501(c)(3) organization that provides compassionate in-person and virtual support to NICU and bereaved parents before, during and after a NICU stay. All programs are designed with the emotional, physical and social needs of NICU families to help them feel more secure during a highly stressful time. This early intervention mental health support is available at no cost to NICU families across the United States.  

As a 2022 & 2023 Best Place for Working Parents® business, our dynamic, growing organization seeks a Virtual Support Program Manager to join our team who is passionate about improving support for NICU and bereaved families. Reporting to the Director of Programs, the Virtual Support Program Manager will be responsible for overseeing day to day operations and future growth of the virtual programs that provide online peer psycho-social support and education for NICU families: Virtual Support Groups, Virtual Hospital Support, the Peer Mentor Program, Podcasts and the Hand to Hold App. This person will play a vital role in helping to bring the 3-year Hand to Hold strategic plan to life. 

The ideal candidate for this full-time position will have experience in leading teams, effective project management, metric evaluation, and digital programming. A high degree of competence or expertise in using technology is essential. This is a multi-faceted role that requires a person who is energetic, proactive and motivated; a proven self-starter with the ability to work in a fast paced environment, consistently produces high quality work, turns tasks around quickly and communicates effectively. This position plays a role in a variety of Hand to Hold programs in order to extend services to the maximum number of NICU parents possible. Personal, lived experience as a NICU parent is required.

We are dedicated to hiring a diverse workforce that reflects the diverse families that we support through our mission. We are thought leaders and change makers. We embrace change and are always learning, developing, and evolving to champion a world where all NICU families thrive. One in seven babies born in the US spends time in the NICU. Bring your talents to our growing team to help ensure that all NICU families have a hand to hold.  

Essential Functions:

  • Work in collaboration with the Director of Program and Chief Growth Officer regarding program implementation, continuous quality improvement, marketing and outreach, expansion and growth activities
  • Develop and implement strategies that will maximize the synergies among program areas and establish consistent program performance standards of accountability
  • Track and report program data within program timelines to collect demographic information, and measure impact, satisfaction and overall effectiveness of programming
  • Take direction from, or collaborate with, the marketing team to post current information, and have seamless, unified branding across the organization’s online platforms
  • Serve as liaison between Hand to Hold and contracted hospitals we support virtually
  • Help identify and provide timely and effective psycho-social supports and interventions for families
  • Hire, train, onboard, supervise and support program team members in helping to serve NICU families
  • Deploy the growing number of Mental Health Peer Specialists (employees) into multiple virtual markets while maintaining relationships with the NICU directors at contracted hospitals
  • Train and assign employees to contracted hospitals, virtual support groups, and team projects; coordinate necessary orientations, employee schedules, and meetings
  • Facilitate virtual support groups using Hand to Hold’s custom support group curriculum through Zoom or other similar platforms as necessary
  • Ensure appropriate planning and preparation is completed for each virtual support group
  • Assure quality and timely support and encouragement is being provided to families during their NICU journey through Hand to Hold’s App
  • Moderate specific discussion threads designed with the emotional, physical and social needs of the entire NICU family and/or engage in one-on-one chats with participants as necessary
  • Oversee contracted podcast host to ensure expectations are being met and content is relevant to parents of today
  • Establish processes for new podcast ideas and feedback loops
  • Provides bereavement support for families who have experienced a loss in the NICU as necessary
  • Assist in updating current materials and creating new educational materials for families
  • Attend all monthly staff meetings
  • Submission of monthly reports (timesheet, expense reports, etc.) in a timely fashion
  • Perform other duties as assigned by your supervisor


  • Report to the Director of Programs
  • Receive mentoring and regular feedback from supervisor
  • Participate in evaluations and an open exchange reviewing experience and performance

Additional Information:

  • Open to applicants in the Austin, Texas metropolitan area with option for hybrid work or being fully remote if located outside of the Austin area
  • Full-time, hourly, exempt position: 40 +/- hours per week schedule
  • Compensation: starting at $50,000 commensurate with experience
  • Pay is also determined by geographic location
  • Up to 15% travel required throughout the year
  • Benefits: fully paid Medical, $20,000 Life Insurance and Employee Assistance Program for employee
  • option to add Dental, Vision and additional Life insurance as well as coverage for dependents
  • 15 days annually of Paid Time Off
  • 12 days annually of accrued Sick Time
  • 14 annual Paid Holidays, including the working days between Christmas & New Year’s Day

To apply, send a cover letter and resume



  • Bachelor’s degree in human, behavioral or social services related field; or four years equivalent work experience required
  • Minimum 3-5 years supervisory experience or managing teams
  • Demonstrated ability to train and motivate employees
  • Certification in peer support by the State of Texas (or state of residence), or willingness to complete certification within the first 90 days
  • Awareness of mental health challenges NICU parents face and willingness to complete appropriate training in this area, as well as ongoing education on racial and ethnic disparities, trauma informed care and other relevant instruction, both online and in-person
  • Detail-oriented, adaptable, organized, and able to successfully manage multiple projects and tasks with an ability to prioritize time-sensitive assignments
  • Ability to think proactively, address problems creatively, and take initiative appropriately
  • Self-motivated, with the ability to work both independently and on teams
  • Excellent written, verbal, and organizational skills
  • Excellent interpersonal skills and verbal communication skills
Salary Description
$50,000 per year