Senior Manager, Clinical Operations - Operational Excellence

Talkiatry•,

20h•$120,000 - $165,000

About The Position

Talkiatry is hiring a Senior Manager, Clinical Operations - Operational Excellence to own and evolve the operating system that helps Clinical Operations (ClinOps) leaders and support staff work efficiently and make well-informed decisions as the clinician network grows. The role is focused on creating capacity for ClinOps leaders so they can scale with the business and concentrate their time where clinical and leadership judgment adds the most value. The position manages support staff who handle clinician questions and escalations and coordinate operational processes. It will standardize and automate workflows, build analytics and tools, and make the business impact of operational work visible. The goal is to transform these operations through technology enablement, productionalization, and AI solutions, reducing overhead while maintaining a strong clinician experience. The role is available remotely or in a hybrid capacity for candidates based in the New York City metropolitan area. Talkiatry is a technology-powered, in-network psychiatry practice focused on making high-quality mental health care more accessible and sustainable for patients and clinicians.

Requirements

4–6+ years of experience in operations, consulting, program management, analytics, implementation, or a related field.
Ability to write SQL independently and use dashboards, spreadsheets, and business intelligence tools to investigate operational performance.
Ability to turn request-level data into findings about demand, capacity, service levels, and business impact.
Experience mapping end-to-end processes, diagnosing delays and unnecessary involvement, and redesigning workflows around clear ownership, fewer handoffs, and consistent decision rules.
Hands-on experience using automation, AI, or no-code/low-code tools to improve frontline operations; ability to prototype practical solutions and define requirements for deeper Product, Data, or Engineering investment.
Knowledge of how to allocate work across leaders, coordinators, clinicians, and self-service channels, and ability to create usable SOPs, playbooks, service levels, and escalation paths.
Comfort solving current workflow problems while building scalable operating systems.

Nice To Haves

Experience in healthcare, behavioral health, or another regulated, high-growth environment.
Experience at a fast-paced, high-growth company that has demonstrated scale.
Hands-on experience with business intelligence platforms, workflow automation tools, or AI agents used in frontline operations.

Responsibilities

Design and own end-to-end day-to-day Clinical Operations workflows, including ownership, decision points, standard operating procedures, escalation paths, and service-level agreements.
Use SQL and business intelligence tools to create reliable reporting on demand, workflow performance, resource allocation, turnaround times, recurring demand, and operational outcomes.
Analyze and segment support data to identify requesters, reasons for volume changes, intervention opportunities, and broader business outcomes.
Identify repetitive work to simplify or eliminate; launch frontline AI agents, automate workflow steps, and improve data access to reduce manual handoffs and staffing needs.
Use demand data to identify opportunities for clinician self-service and develop proactive onboarding and recurring education, as well as reactive resources such as online guidance, FAQs, and support agents.
Develop playbooks, toolkits, job aids, and decision rules to help dyads and coordinators operate consistently and efficiently.
Route routine work to coordinators or self-service channels where appropriate, maintain escalation paths for complex cases, and measure clinician performance, quality, and satisfaction as dyads support more clinicians.
Manage a team of support staff addressing clinician questions and escalations and coordinating key operational processes.