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Director, Operational Excellence & Enablement
Talkiatry
New York, NY, USA
Posted on Jun 26, 2025
Build the future of operational excellence in mental health care. Talkiatry is scaling fast — and so is the complexity behind delivering high-quality, accessible psychiatric care. As we evolve from a people-heavy service model to a smarter, system-driven, and AI-powered operation, we’re hiring a Director of Service Excellence & Enablement to architect the infrastructure that powers our Care Coordination engine — the operational backbone of our patient and provider experience.
This is a transformative leadership role at the intersection of systems, enablement, and intelligent automation. You’ll lead the charge in modernizing our operational foundation — from agent tooling and QA to training and performance support — and build a high-leverage Ops Excellence function that drives consistency, quality, and scale.
You’ll be a key force behind our enterprise ServiceNow reimplementation, shaping it into a fully integrated, transparent, and automated operating system that enables speed and clarity across the organization.
Looking ahead, you’ll also help pioneer our rollout of agentic AI, beginning in H2 2025 — building the training, QA, and governance infrastructure to ensure our AI agents operate safely, effectively, and with measurable impact.
If you're excited by complexity, energized by scale, and passionate about enabling great service through systems and design — this is your moment to lead.
About Talkiatry:
Talkiatry transforms psychiatry with accessible, human, and responsible care. We’re a national mental health practice co-founded by a patient and a triple-board-certified psychiatrist to solve the problems both groups face in accessing and providing the highest quality treatment.
60% of adults in the U.S. with a diagnosable mental illness go untreated every year because care is inaccessible, while 45% of clinicians are out of network with insurers because reimbursement rates are low, and paperwork is unduly burdensome. With innovative technology and a human-centered philosophy, we provide patients with the care they need—and allow psychiatrists to focus on why they got into medicine.
You will:
- Operational Transformation & Frontline Empowerment
- You’ll modernize the engine behind patient care — designing the systems, processes, and playbooks that help our frontline teams deliver better, faster, more consistent support. From intake to ongoing service, you’ll reduce noise, increase clarity, and give our agents the tools they need to shine.
- Reimagine how we enable high performance — from QA and coaching to modular SOPs and real-time feedback loops
- Partner with frontline leaders to understand where friction lives — and translate it into system-level solutions that actually stick
- Scale training and support so teams stay aligned and effective, even as we grow
- AI-Ready Infrastructure & Safe Deployment
- Agentic AI is coming — and you’ll make sure we’re ready. You’ll design the guardrails, workflows, and QA systems that allow AI to operate safely, effectively, and in harmony with our human teams.
- Shape our rollout of AI in the various lines of business of our Care Coordination team — starting with H2 2025 use cases
- Validate real-world alignment: build in simulations, edge case protocols, and compliance safeguards
- Define how success is measured — and how AI continuously learns and improves
- Performance Intelligence & Scalable Excellence
- Great operations don’t just run — they improve. You’ll bring visibility into where we’re excelling, where we’re stalling, and where we need to invest. Then, you’ll help us course-correct with speed and confidence.
- Build clear, actionable reporting to track quality, throughput, agent capacity, and system friction across teams and vendors
- Use data to uncover root causes — not just symptoms — and turn those insights into tangible, scalable improvements
- Connect volume forecasts and staffing plans to operational performance, ensuring we’re always one step ahead
- Bridge workforce planning and operational performance — connecting forecasted volumes, staffing models, and automation to real-time KPIs
- Platform Enablement Through Systems
- Behind every seamless patient experience is an invisible layer of operational precision — and you’ll be the one building it. You’ll ensure our platforms - ServiceNow, Genesys, Synapse — don’t just function, but enable. You’ll turn them into unified, intelligent infrastructure that amplifies the work of every team that touches the patient and provider journeys.
- Own the evolution of ServiceNow into Talkiatry’s operational core — automated, intuitive, and deeply integrated
- Identify gaps in tools and workflows, and partner with Product & Engineering to build thoughtful, scalable solutions
- Create a foundation where humans and systems work in sync — reducing manual effort and increasing precision
- Strategic Ops Leadership
- You won’t just execute the vision — you’ll shape it. You’ll act as a close advisor to the SVP of Core Operations and a key thought partner across the org, ensuring operations remain a strategic engine, not a reactive function.
- Define the long-term roadmap for Ops Excellence — from capabilities to investments
- Represent the voice of operations in every major system, product, or process discussion
- Build what’s missing. Fix what’s broken. And future-proof what’s working
You have:
- 10+ years of leadership experience driving complex service operations within high-growth, tech-enabled services, healthcare, or scaled customer experience (CX)
- organizations
- Proven track record of building and scaling cross-functional functions across Ops Excellence, Enablement, Training, Quality, and Systems
- Deep expertise in operational tooling ecosystems (e.g., ServiceNow, Genesys, QA platforms), with a history of leading enterprise-scale implementations and platform transitions
- Demonstrated leadership in automation strategy, system design, and AI integration to optimize end-to-end operational workflows
- Highly effective collaboration with Product teams to influence roadmaps, validate real-world workflows, and drive seamless technology rollouts
- Relentless focus on leverage and scale, applying automation and first-principles thinking to transform manual or fragmented workflows into robust infrastructure
- Extensive experience operating in high-volume, distributed, and BPO-heavy support environments, with deep knowledge of quality management, workforce planning, and vendor performance optimization
- Strategic and data-driven mindset – skilled in defining KPIs, diagnosing performance signals, and driving process and tooling improvements at scale
- Trusted thought partner to senior leadership on systems investments, automation strategy, and long-range organizational design
- Proven success leading high-performing teams across enablement, QA, training, automation, and systems – fostering a culture of continuous improvement and operational rigor
- Thrives in fast-paced, high-ambiguity environments, with a bias toward action, clarity, and future-ready infrastructure
- Equally hands-on and strategic – able to toggle seamlessly between execution detail and high-level org architecture
Why Talkiatry:
- Top-notch team: Join a diverse, motivated group committed to reshaping mental health care.
- Collaborative environment: Work in a supportive setting where innovation is encouraged.
- Flexible hybrid location: While this is a field-based role, you’ll also have the flexibility to work from home and visit our Manhattan office (NoMad) as needed.
- Excellent benefits: Talkiatry offers comprehensive medical, dental, and vision plans effective from day one, 401K with match, generous PTO, paid holidays, paid parental leave, and more.
- Growth potential: As Talkiatry expands, you’ll have opportunities to enhance your skills and advance your career.
- Meaningful impact: Help remove barriers to mental health care in underserved communities and make a tangible difference in the lives of patients and providers.
Talkiatry participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. For more information on E-Verify, please visit the following: EVerify Participation & IER Right to Work.
At Talkiatry, we are an equal opportunity employer committed to a diverse, inclusive, and equitable workplace and candidate experience. We strive to create an environment where everyone has a sense of belonging and purpose, and where we learn from the unique experiences of those around us.
We encourage all qualified candidates to apply regardless of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.