Operations Manager, Therapy Program

About the role

You will own the end-to-end operational strategy for Talkiatry's therapy program, translating our vision of integrated psychiatry and therapy into a repeatable, scalable care delivery system. In this role, you are responsible for designing and refining the workflows that move patients from psychiatry referral to their first meaningful therapy session. You will manage a distributed team of Patient Care Coordinators, setting standards, providing coaching, and ensuring consistent execution of high-touch patient care. You will partner deeply with clinical, quality, and technology teams to remove barriers that prevent timely patient access. Your decisions will directly influence conversion rates, adherence, and the overall patient experience across a national platform. You will use data not just to monitor performance but to drive iterative improvements in scheduling, retention, and throughput. This is a leadership position where your ability to build systems and lead people will determine how efficiently Talkiatry delivers on its promise of comprehensive mental healthcare.

Key facts

What you'll do

Oversee and continuously improve the therapy referral-to-care journey, ensuring every patient experiences a seamless and timely connection to therapy.

Build and refine workflows that deliver consistent, high-quality support from referral through first appointment.

Identify friction points in the referral funnel and partner cross-functionally to implement process or technology solutions that improve conversion, adherence, and retention.

Drive initiatives that expand therapy access, improve scheduling efficiency, and reduce cancellations and no-shows.

Use data and insights to inform decisions, measure impact, and drive continuous improvement across key performance metrics.

Lead and develop a high-performing offshore PCC team responsible for managing the therapy referral pipeline.

Set clear goals, establish accountability, and coach team members to deliver excellence in patient engagement and conversion.

Foster a culture of empathy, ownership, and continuous improvement within the team.

Design scalable operational processes that maintain quality and readiness as Talkiatry's therapy program expands.

Develop and maintain dashboards and reporting frameworks to track key metrics such as therapy referral conversion, QA adherence, and patient satisfaction.

Leverage platforms like ServiceNow and Genesys to improve workflow automation, team efficiency, and patient responsiveness.

Lead pilot programs to validate process improvements within the existing therapy referral funnel, and scale successful improvements across the organization.

Lead operational stand-up for new therapy lines of business, such as Group Therapy, designing initial process workflows and piloting manual execution ahead of scaled tooling.

Translate learnings from new-line-of-business pilots into product requirements for scaled workflows, and organize PCC teams to execute manual processes as new lines of business launch.

Communicate insights, trends, and opportunities to cross-functional stakeholders to align on performance goals and product enhancements.

Own key performance indicators including conversion, completion, adherence, retention, and patient experience across the therapy referral journey.

Requirements

You have 5+ years of experience in operations management, program management, or a related role managing distributed teams.

You have experience leading Patient Care Coordinator or similar customer-facing support teams in a healthcare or high-touch service environment.

You are comfortable managing and optimizing processes that involve multiple stakeholders and cross-functional dependencies.

You have a strong track record of using data to drive decisions and improve operational outcomes.

You are proficient in using workflow and automation platforms such as ServiceNow, Genesys, or similar tools to manage and scale operations.

You have experience developing and maintaining dashboards and reporting frameworks to communicate performance to stakeholders.

You are comfortable leading pilots and translating manual workflows into scalable processes and requirements for automation.

You have excellent written and verbal communication skills and are able to influence without direct authority.

Nice to have

Experience in mental health, psychiatry, or therapy delivery environments.

Experience managing offshore teams in a healthcare setting.

Experience with quality assurance and compliance in patient-facing operations.

Experience with change management in fast-growing, mission-driven organizations.

Practical notes

This role is full-time and based in New York, NY.

Standard U.S. work hours apply.

Candidates must be eligible to work in the United States without sponsorship at this time.