Director of Operational Excellence & Enablement, Talkiatry
$170-190k
+ Up to a 15% performance bonus
Personalized mental healthcare provider
Be an early applicant
Personalized mental healthcare provider
201-500 employees
Be an early applicant
$170-190k
+ Up to a 15% performance bonus
201-500 employees
Company mission
To transform psychiatry with accessible, human, and responsible care.
Role
Who you are
- If you're excited by complexity, energized by scale, and passionate about enabling great service through systems and design — this is your moment to lead
- 10+ years of leadership experience driving complex service operations within high-growth, tech-enabled services, healthcare, or scaled customer experience (CX)
- Organizations
- Proven track record of building and scaling cross-functional functions across Ops Excellence, Enablement, Training, Quality, and Systems
- Deep expertise in operational tooling ecosystems (e.g., ServiceNow, Genesys, QA platforms), with a history of leading enterprise-scale implementations and platform transitions
- Demonstrated leadership in automation strategy, system design, and AI integration to optimize end-to-end operational workflows
- Highly effective collaboration with Product teams to influence roadmaps, validate real-world workflows, and drive seamless technology rollouts
- Relentless focus on leverage and scale, applying automation and first-principles thinking to transform manual or fragmented workflows into robust infrastructure
- Extensive experience operating in high-volume, distributed, and BPO-heavy support environments, with deep knowledge of quality management, workforce planning, and vendor performance optimization
- Strategic and data-driven mindset – skilled in defining KPIs, diagnosing performance signals, and driving process and tooling improvements at scale
- Trusted thought partner to senior leadership on systems investments, automation strategy, and long-range organizational design
- Proven success leading high-performing teams across enablement, QA, training, automation, and systems – fostering a culture of continuous improvement and operational rigor
- Thrives in fast-paced, high-ambiguity environments, with a bias toward action, clarity, and future-ready infrastructure
- Equally hands-on and strategic – able to toggle seamlessly between execution detail and high-level org architecture
What the job involves
- This is a transformative leadership role at the intersection of systems, enablement, and intelligent automation. You’ll lead the charge in modernizing our operational foundation — from agent tooling and QA to training and performance support — and build a high-leverage Ops Excellence function that drives consistency, quality, and scale
- You’ll be a key force behind our enterprise ServiceNow reimplementation, shaping it into a fully integrated, transparent, and automated operating system that enables speed and clarity across the organization
- Looking ahead, you’ll also help pioneer our rollout of agentic AI, beginning in H2 2025 — building the training, QA, and governance infrastructure to ensure our AI agents operate safely, effectively, and with measurable impact
- Operational Transformation & Frontline Empowerment
- You’ll modernize the engine behind patient care — designing the systems, processes, and playbooks that help our frontline teams deliver better, faster, more consistent support. From intake to ongoing service, you’ll reduce noise, increase clarity, and give our agents the tools they need to shine
- Reimagine how we enable high performance — from QA and coaching to modular SOPs and real-time feedback loops
- Partner with frontline leaders to understand where friction lives — and translate it into system-level solutions that actually stick
- Scale training and support so teams stay aligned and effective, even as we grow
- AI-Ready Infrastructure & Safe Deployment
- Agentic AI is coming — and you’ll make sure we’re ready. You’ll design the guardrails, workflows, and QA systems that allow AI to operate safely, effectively, and in harmony with our human teams
- Shape our rollout of AI in the various lines of business of our Care Coordination team — starting with H2 2025 use cases
- Validate real-world alignment: build in simulations, edge case protocols, and compliance safeguards
- Define how success is measured — and how AI continuously learns and improves
- Performance Intelligence & Scalable Excellence
- Great operations don’t just run — they improve. You’ll bring visibility into where we’re excelling, where we’re stalling, and where we need to invest. Then, you’ll help us course-correct with speed and confidence
- Build clear, actionable reporting to track quality, throughput, agent capacity, and system friction across teams and vendors
- Use data to uncover root causes — not just symptoms — and turn those insights into tangible, scalable improvements
- Connect volume forecasts and staffing plans to operational performance, ensuring we’re always one step ahead
- Bridge workforce planning and operational performance — connecting forecasted volumes, staffing models, and automation to real-time KPIs
- Platform Enablement Through Systems
- Behind every seamless patient experience is an invisible layer of operational precision — and you’ll be the one building it. You’ll ensure our platforms - ServiceNow, Genesys, Synapse — don’t just function, but enable. You’ll turn them into unified, intelligent infrastructure that amplifies the work of every team that touches the patient and provider journeys
- Own the evolution of ServiceNow into Talkiatry’s operational core — automated, intuitive, and deeply integrated
- Identify gaps in tools and workflows, and partner with Product & Engineering to build thoughtful, scalable solutions
- Create a foundation where humans and systems work in sync — reducing manual effort and increasing precision
- Strategic Ops Leadership
- You won’t just execute the vision — you’ll shape it. You’ll act as a close advisor to the SVP of Core Operations and a key thought partner across the org, ensuring operations remain a strategic engine, not a reactive function
- Define the long-term roadmap for Ops Excellence — from capabilities to investments
- Represent the voice of operations in every major system, product, or process discussion
- Build what’s missing. Fix what’s broken. And future-proof what’s working
Our take
Awareness of the importance of mental health is growing worldwide, with many people seeking psychiatry to improve their mental wellness and quality of life. However, psychiatrist waiting lists and a "one size fits all" approach to mental health often prevent people from receiving the support that they need.
Talkiatry provides a personalized mental health marketplace, matching users with in-house psychiatrists based on preliminary assessment answers. Whilst the company inevitably faces competition from other online psychiatry marketplaces, Talkiatry shows the potential to stand out through its personalized, flexible, and insurance-first approach.
Healthtech is growing in strength, and with various partnerships and substantial funding to its name, Talkiatry is poised for future success. As the company continues to innovate and scale, the future looks bright for this company in the evolving healthcare landscape.
Freddie
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2024
$65m
SERIES C
Jul 2022
$75m
SERIES B
Total funding: $198m
Company benefits
- Flexible location: Work remotely across the US or from our HQ in NYC
- Health insurance 100% covered on day one
- 401(k) match with match
- Generous PTO plus paid holidays
- Paid parental leave
Company HQ
Chelsea, New York, NY
Leadership
Robert Krayn
(Co-Founder & CEO)Experience as an Analyst for BNY Mellon from 2012 to 2013 and Guggenheim Partners from 2013 to 2014. Vice President of MidOcean Partners from 2014 to 2019.
Georgia Gaveras
(Co-Founder & Chief Medical Officer)Previously the Director of the Comprehensive Psychiatric Emergency Program at NYC Health + Hospitals. They were also an Attending Psychiatrist at Cohen Children's Medical Center and spent 10 years at Mount Sinai Health System as an Attending Psychiatrist and Director.
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