Senior Manager, Clinical Operations - Operational Excellence

Location: Remote Workplace: Remote At Talkiatry, we have established a strong Clinical Operations support model that wraps around our network of clinicians helping them perform at their best, maintain high-quality care, and have a strong experience. In our early stages, this model was a high touch effort. However, as Talkiatry grows and our network of clinicians grows, this model needs to evolve. As Senior Manager, Clinical Operations - Operational Excellence, you will own the operating system that allows our ClinOps leaders and support staff to work more efficiently and make faster, better-informed decisions. Your central focus will be to create capacity across our ClinOps leaders allowing them to scale with the business and focus their time where clinical and leadership judgment adds the most value. In addition, you will manage a team of support staff who address clinician questions and escalations in their day to day practice, and coordinate key operational processes that reduce clinician and ClinOps leadership burden. You will standardize and automate this team’s workflows, build analytics and tools to allow the work to move faster, and make the business impact of these workflows visible. The ultimate goal is to transform this scope by tech enabling, productionalizing, and enabling with AI solutions. This is a high-impact and priority area that will be felt by clinical and operational leaders, and is a top priority for Talkiatry. Every solution you implement will create efficiencies that will reduce overhead while maintaining our clinician experience. ***This role is available remote for candidates based in other states, or hybrid for candidates based in the New York City metropolitan area***   ABOUT TALKIATRY: Talkiatry is transforming mental health care by making high-quality psychiatry more accessible, human, and sustainable for both patients and clinicians. Co-founded by a patient and a triple-board-certified psychiatrist, we were built to solve one of healthcare’s most urgent challenges: millions of people struggle to access mental health care, while clinicians face growing administrative burden and burnout. Through our technology-powered, in-network platform, we’re changing that, creating a better experience for patients and empowering clinicians to focus on delivering exceptional care.   Today, Talkiatry is the largest dedicated psychiatry practice in the U.S., with 900+ psychiatrists, 400+ therapists, and more than 4 million patient visits delivered nationwide. At our scale, every innovation has real impact. Every workflow we improve, every technology solution we build, and every patient experience we redesign helps thousands of clinicians provide better care to hundreds of thousands of patients. We’re not just growing quickly — we’re redefining how behavioral healthcare is delivered in America.   Joining Talkiatry means joining a mission-driven team that is solving complex problems at scale, driving meaningful change in healthcare, and building the future of mental health care with compassion, innovation, and purpose. YOU WILL: - Design workflows from end to end. Map and own the day-to-day Clinical Operations workflows. Define ownership, decision points, standard operating procedures, escalation paths, and SLAs. - Build the analytics needed to act. Use SQL and business intelligence tools to create reliable reporting on demand, workflow performance, resource allocation, turnaround times, recurring demand, and operational outcomes. Segment the data to show who is requesting support, why volume is changing, where the team should intervene, and broader business outcomes. - Reduce operational overhead with automation. Identify repetitive work that can be simplified or removed. Launch frontline AI agents, automate workflow steps, and improve data access so stakeholders can resolve work faster with fewer manual handoffs and less dedicated staffing. - Expand clinician self-service. Use demand data to identify the questions and requests clinicians can resolve without one-to-one support. Build proactive education into onboarding and recurring forums, and create useful reactive resources such as online guidance, frequently asked questions, and support agents. - Standardize how dyads and coordinators operate. Develop playbooks, toolkits, job aids, and decision rules that help teams respond consistently and efficiently. Route routine work to coordinators or self-service channels when appropriate, preserve clear escalation paths for complex cases, and measure whether the model maintains clinician performance, quality, and satisfaction as each dyad supports more clinicians. YOU HAVE: - Advanced analytical skills. You can write SQL independently and use dashboards, spreadsheets, and business intelligence tools to investigate operational performance. You turn request-level data into clear findings about demand, capacity, service levels, and business impact. - Workflow architect. You can map a process end to end, diagnose where work slows down or requires unnecessary involvement, and redesign it around clear ownership, fewer handoffs, and consistent decision rules. - Automation and AI builder. You have hands-on experience using automation, AI, or no-code and low-code tools to improve frontline operations. You can prototype practical solutions and define requirements for deeper Product, Data, or Engineering investment. - Operating model designer. You know how to divide work across leaders, coordinators, clinicians, and self-service channels. You create standard operating procedures, playbooks, service levels, and escalation paths that remain usable as volume grows. - Builder-operator. You bring 4-6+ years of experience in operations, consulting, program management, analytics, implementation, or a related field. You're comfortable solving today's workflow problems while building the scalable system that should replace them. PREFERRED BUT NOT REQUIRED: - Experience in healthcare, behavioral health, or another regulated, high-growth environment - Experience in 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 WHY TALKIATRY: - Top-notch team: we're a diverse, experienced group motivated to make a difference in mental health care - Collaborative environment: be part of building something from the ground up at a fast-paced startup - Excellent benefits: medical, dental, vision, effective day 1 of employment, 401K with match, generous PTO plus paid holidays, paid parental leave, and more! - Grow your career with us: hone your skills and build new ones with our Learning team as Talkiatry expands - It all comes back to care: we’re a mental health company, and we put our team’s well-being first Talkiatry participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. 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At Talkiatry, we are an equal opportunity employer committed to a diverse, inclusive, and equitable workplace and candidate experience. We strive to create an environment where everyone has a sense of belonging and purpose, and where we learn from the unique experiences of those around us. We encourage all qualified candidates to apply regardless of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.