Senior Manager, AI Strategy & Operations

Talkiatry•New York, NY

2d•Hybrid

About The Position

We’re building the next chapter of Talkiatry – one where AI reimagines how patients connect with care and how our teams deliver it with greater ease, speed, and personalization. As Senior Manager, AI Strategy & Operations, you’ll lead the design and deployment of AI solutions that make every patient interaction more seamless – from scheduling and support to follow-up and engagement – while enabling our clinicians and operations teams to focus on what matters most: delivering excellent care. This is a highly cross-functional, product-minded role that blends strategic vision with hands-on execution. Sitting at the intersection of technology, design, and operations, you’ll drive the thoughtful integration of AI across Talkiatry’s ecosystem. You’ll define and operationalize our AI roadmap, shaping where and how AI delivers measurable impact across patient experience, workflow efficiency, and operational performance. You’ll own the strategy and rollout for conversational agents, workflow automation, and decision intelligence – building the infrastructure that enhances patient experience and strengthens our operational backbone. You’ll bridge operational teams and technical partners – including Product, IT, Data, and Engineering – turning business needs into practical, system-level solutions that scale. With a strong understanding of how AI, data, and infrastructure connect across our core platforms, you’ll help ensure these systems integrate seamlessly to deliver efficient, measurable, and responsible AI capabilities. Over time, your work will help transform how patients access care, how we support them through treatment, and how technology amplifies our mission to make mental health care more accessible and effective. If you thrive at the intersection of strategy and execution, technology and empathy, this is your opportunity to shape how AI powers the next evolution of Talkiatry – with the accountability, detail, and discipline it takes to make innovation real. 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.

Requirements

7+ years of experience in product management, process automation, or technology operations, with hands-on experience applying AI or large language model (LLM) solutions to real-world workflows.
Proven success delivering large-scale AI or automation projects from concept through deployment.
Strong understanding of conversational AI platforms and voice/text agent design principles, with the systems thinking to architect how AI connects across data, telephony, CRM, and workflow tools (e.g., APIs, integrations, enterprise systems).
Highly analytical with experience in product and operational analytics.
Skilled at translating business and user requirements into technical specification; experience in product management, technical program management, or systems enablement preferred.
Exceptional project management and vendor management capabilities; thrives in cross-functional environments.
Excellent communication skills – clear, structured, and equally fluent with technical and non-technical stakeholders.
Committed to ethical AI practices and data integrity in healthcare contexts.

Responsibilities

AI Strategy, Product Management & Infrastructure: Partner with Product and Engineering leadership to define Talkiatry’s long-term AI infrastructure strategy, ensuring interoperability across platforms (Genesys, ServiceNow, Talkiatry core platforms, Snowflake, LLMs). Gather and translate patient needs and agent workflows into AI product requirements (voice and text), defining intents, escalation paths, and response hierarchies that balance safety, automation, and empathy. Evaluate emerging technologies to guide the roadmap for AI tooling, model management, and automation pipelines. Ensure every AI initiative advances Talkiatry’s goals of access to care, quality, and workforce efficiency. Champion responsible AI principles in vendor selection, governance, and deployment practices.
AI Platform Operations & Performance Management: Own day-to-day AI performance through platform dashboards, tracking metrics such as containment rate, CSAT, response accuracy, and resolution efficiency. Conduct root-cause analyses on performance deviations, partnering with Product, Engineering, and Ops to translate results into model or workflow improvements. Surface performance insights to the Quality & Training team for incorporation into AI retraining, QA frameworks, and knowledge base updates. Maintain governance documentation for model versions, updates, and validation to ensure transparency and compliance.
Knowledgebase, Content & Prompt Management: Oversee the AI-facing knowledge infrastructure, including taxonomy design, content ingestion workflows, and integration of source-of-truth systems. Define and maintain prompt engineering and response standards for AI agents and copilots. Collaborate with the Quality & Training team, who owns content creation, article optimization, and training for human and AI learners. Build structured feedback loops from frontline teams and Operations to refine prompts, content, and knowledge architecture. Establish unified processes for testing, version control, and model retraining tied to knowledge updates.
Project Management & Vendor Enablement: Lead full-lifecycle AI implementations, from scoping and vendor selection to pilot, launch, performance tracking and optimization. Manage AI vendor relationships, holding partners accountable to performance and timely delivery. Develop clear project roadmaps, success metrics, and communication plans across Product, Engineering, and Operations. Collaborate on documentation, training materials, and rollout support for internal and external stakeholders.