VP Operational Excellence | New York, NY

Talkiatry•New York, NY

1d•Onsite

About The Position

Talkiatry has built the largest dedicated psychiatry practice in the U.S. by doing one thing exceptionally well: delivering high-quality, in-network psychiatric care through a technology-powered platform. We've scaled to 750+ psychiatrists, 250+ therapists, and over two million patient visits. Talkiatry was 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. The stakes are real. 60% of U.S. adults with a diagnosable mental illness go untreated every year because care is inaccessible. At the same time, many clinicians are out of network with insurers because reimbursement rates are low and paperwork is unduly burdensome. The operating model behind a practice like ours is what decides whether a patient gets care this month or becomes part of that number. Behind every visit is an operations engine that has to move at scale and get the details right. Our Patient Care Coordinator (PCC) organization is the team that runs it: hundreds of in-house and outsourced agents who sit at the intersection of patients and providers. They own the first impression for a new patient, the continuity of care for an existing one, and the operational backbone that lets our clinicians spend their time on what matters most – the clinical work. We're hiring someone to build the strategic brain of that engine, and to make it AI-forward. This is a rare opportunity to shape Talkiatry’s operating model from a position of genuine influence, at a company where the stakes of getting it right extend well beyond the bottom line. The VP, Operations Excellence leads the central function inside Talkiatry's Core Operations team that elevates and transforms how the support organization works. Core Operations is responsible for growth, retention, and patient and provider experience, and delivers that mandate through the frontline PCC teams that run intakes, scheduling, patient support, and provider support. The Operations Excellence team works alongside the front line, with the altitude to see the full system and the mandate to make it better. This is the team that zooms out when everyone else is in the weeds. You'll spot the patterns across hundreds of agents and millions of interactions, identify the break points that compound into bad experiences and lost revenue, and rebuild the system instead of patching the symptom. You'll think in quarters and years while the rest of the org thinks in shifts and queues. As Talkiatry continues to grow, Operations must become more intelligent, more unified, and far more technology enabled. This leader will shape the systems, structure, and operating disciplines that allow us to deliver a stronger patient and clinician experience while scaling with greater speed, consistency, and leverage. The mandate sits on four pillars: AI-powered PCC transformation : define what an AI-powered operating model looks like at Talkiatry and make it real. Reshape workflows, vendor strategy, and the systems behind it. AI at Talkiatry is not about efficiency for its own sake. It is about creating more capacity for the human moments that matter most. Support efficiency & efficacy : drive measurable improvement in unit economics and patient and provider outcomes through process re-engineering, workforce management, and quality and training programs. Analytics : own the analytical horsepower behind every operational decision: dashboards, forecasting, segmentation, and the insights leadership uses to allocate capital and capacity. Operating backbone : own the tech and tooling that runs Operations end to end. Turn a set of capable but fragmented systems into a unified backbone the frontline can rely on (ServiceNow, Genesys, and our internal systems). Set the principles that allow this environment to evolve quickly and responsibly, so new capabilities, automation, and AI enabled ways of working are adopted with rigor, clarity, and trust. The function spans Tech Ops, AI Strategy & Operations, Quality & Training, Workforce Management, Analytics, and broader process improvement across Operations. You'll have Talkiatry's platform behind you and a direct line to executive leadership. The PCC org is one of the largest operational levers in the company. Get this right and you change the trajectory of the business: in terms of growth, experience, and care delivery, for our patients and providers alike.

Requirements

Builder DNA in operations at scale : you've taken a support, contact center, or operations org from reactive to strategic.
Systems thinking : you see how vendor model, tooling, workflow, agent behavior, and outcomes connect. Useful in a board meeting and a workflow review the same afternoon.
AI deployment track record : you've put AI into a live operations environment and made it work. You know the difference between a pilot and an operating model, and you've shipped the latter.
Analytical depth : you think in frameworks and pressure-test with data. You don't need a perfect model to move, but you don't wing it.
Transformation chops, not just optimization : re-platforming, restructuring vendors, redesigning operating models. You know step-change from incremental.
Cross-functional leadership : you've earned trust across operations, product, engineering, finance, and external partners – through preparation and follow-through, not title.
Operational experience : 13+ years in operations, with meaningful time owning a support, contact center, member services, or care coordination function at scale. Healthcare is a plus; operational excellence travels.
Product partnership instincts : you have a record of influencing roadmaps, translating operational complexity into scalable solutions, and ensuring what gets built works in the real world.
Executive presence and commercial judgment : you can influence senior leaders on growth, investment priorities, and operating tradeoffs, and you have the range to move fluidly between shaping strategy and making it real.
Low ego, high standards : you stay close to the work. First to own a miss. People want to work for you because you make the team better.

Responsibilities

Architect the operating model for Talkiatry's next era. Define the multi-year vision for how care coordination runs across in-house teams, outsourced partners, AI agents, and the tech that connects them.
Make Operations Excellence a core driver of growth and leverage. Every patient who gets care faster, every clinician who stays in-network longer, every interaction that goes right: that is what a well designed operating model makes possible.
Lead the AI transformation of Operations. Set the roadmap and governance that let AI be deployed, measured, and scaled with confidence across the patient and provider journey. Build on what's live (ServiceNow, Genesys, Voice AI) and define what's next.
Partner across Product, Engineering, Clinical, Operations, Data, and IT to embed AI into critical workflows in ways that are trusted, measurable, and built to last.
Own the infrastructure. ServiceNow, Genesys, WFM, quality infrastructure, and internal tooling. Set the roadmap, prioritize investments, and partner with Product & Engineering on what gets built.
Drive efficiency and efficacy at scale. Spot the patterns and break points across hundreds of agents and millions of interactions. Move the metrics that matter: handle time, FCR, conversion, retention, cost-to-serve, and CX.
Build the analytical engine. Stand up the dashboards, forecasting, and segmentation that turn operational data into executive decisions. Be the source of truth for how the support org is performing.
Be the integrator. Sit at the intersection of Operations, vendors, Product, Engineering, Finance, and Clinical. Translate strategy into operating roadmaps and push them to the front line.
Build and lead the team. Hire a senior multidisciplinary team across Tech Ops, AI Strategy, Quality & Training, WFM, Analytics, and process improvement. Set the cadence and the bar.