Operations Manager, Therapy Program

Talkiatry•New York, NY

1d•$100,000 - $125,000

About The Position

Therapy is the second core pillar of Talkiatry’s care model – a key part of our vision to deliver comprehensive, high-quality mental healthcare through collaboration between psychiatry and therapy. As we continue scaling our therapy program, we’re building the operational foundation that ensures every patient referred by a Talkiatry psychiatrist can seamlessly access therapy when they need it most. As Operations Manager, Therapy Program, you will oversee the operational team responsible for turning therapy referrals into care. You will lead the managers and team leads responsible for our Patient Care Coordinators (PCCs) team, ensuring patients move smoothly from referral to first therapy session while driving measurable improvements in referral conversion and completion, scheduling efficiency, adherence, retention, and patient experience. You’ll manage and develop an offshore team of Patient Care Coordinators (PCCs), partner cross-functionally with key Operations teams, and use data to continuously optimize performance. This is a hands-on leadership role for an operational manager who thrives on building scalable systems, leading teams, and improving access to therapy care for thousands of patients every day.

Requirements

5+ years of experience in operations management, ideally in healthcare, patient access, or customer service environments.
Proven success leading onshore or offshore operational teams.
Strong analytical and problem-solving skills (SQL proficiency is a strong plus). demonstrated ability to translate data into clear actions and use it to optimize performance.
Experience with ServiceNow, Genesys, or similar operational platforms preferred.
Demonstrated ability to drive process improvement and deliver measurable results.
Excellence in stakeholder management and cross-functional collaboration.
Bachelor’s degree required.

Responsibilities

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.
Collaborate with Quality, Training, and Workforce Management partners to ensure consistent service quality, efficiency, and scalability.
Manage feedback loops and communication rhythms that connect frontline work to organizational priorities.
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 (e.g., 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 clearly to Core Ops leadership, supporting data-driven operational decisions and long-term scalability.