Director, AI Strategy & Operations

Talkiatry•New York, NY

2d•$170,000 - $185,000•Hybrid

About The Position

We're building the next chapter of Talkiatry – one where AI reimagines how patients access care and how our teams support them through treatment with greater ease, speed, and personalization. As Director of AI Strategy & Operations, you'll own how that happens. You'll define where AI gets deployed across the patient journey – intake, scheduling, engagement, follow-up – and you'll make sure it actually works: performing well, improving over time, and earning the trust of the teams that rely on it. This role is about taking AI from concept to operating reality – building the roadmap, managing the vendors, running the performance systems, and closing the loop when something breaks. You'll sit at the intersection of Operations, Product, and Engineering, translating business needs into deployable solutions and holding the system accountable to outcomes. If you've deployed AI into a live operations environment, know the difference between a pilot and an operating model, and can move between strategic roadmap and AI agent-level QA without losing altitude – this is the role.

Requirements

10+ years in strategy & operations, product management, or AI/automation, with real experience deploying AI into live operational environments.
A track record of defining and executing AI strategy.
Strong grasp of conversational AI platforms, LLM infrastructure, and how enterprise systems connect (APIs, telephony, CRM, data platforms) – preferred but not required if the operational instincts are strong.
Analytical enough to build performance frameworks and pressure-test results. You don't need a perfect model to move, but you don't wing it.
Strong project and vendor management – you can run a complex multi-workstream program and keep external partners honest.
A communicator who can hold a room with engineers and operators alike.
Committed to ethical AI and data integrity – in healthcare, that's not a checkbox.

Nice To Haves

Strong grasp of conversational AI platforms, LLM infrastructure, and how enterprise systems connect (APIs, telephony, CRM, data platforms)

Responsibilities

Define where AI creates durable impact across the patient and clinician journey, and build the multi-year strategy to get there.
Translate strategy into concrete roadmaps, success metrics, and business cases that align Product, Engineering, and Operations around shared priorities.
Champion responsible AI governance standards, especially important in a healthcare context where trust is everything.
Own the AI product roadmap end-to-end, ensuring systems talk to each other across Genesys, ServiceNow, Snowflake, the native Talkiatry app, and LLM infrastructure.
Turn patient needs and operational workflows into product requirements that balance automation, safety, and empathy.
Partner with Engineering and Data on architecture decisions – you don't need to build it, but you need to understand how it connects.
Stay close to emerging technologies and know when something is ready to move from interesting to investable.
Own the performance of deployed AI agents – containment rate, response accuracy, resolution efficiency, patient and clinician satisfaction.
When something breaks or drifts, find the root cause and fix it: prompt updates, workflow changes, model retraining, knowledge base gaps.
Build feedback loops from frontline teams so issues surface before they compound.
Maintain the knowledge infrastructure (taxonomy, content ingestion, source-of-truth integrations) and set governance processes that keep agents accurate and current.
Lead vendor strategy: find the right partners, negotiate the terms, and hold them accountable for outcomes, not just delivery.
Oversee a portfolio of concurrent AI initiatives from scoping through UAT, launch, optimization, and scale.
Build internal AI enablement so teams across the org know how to work alongside the tools you're deploying.