Senior Manager, Workforce Management | New York, NY

Job description

As Senior Manager, Analytics & Workforce Management (WFM), you’ll serve as the analytical and operational backbone for Core Operations – enabling data-driven decision-making, optimized workforce performance, and accountability across a 400+ omni-channel Patient Care Coordinator (PCC) organization. Reporting directly to the Director of Core Operations, you’ll lead the design and execution of performance analytics, workforce planning, and reporting frameworks that drive Talkiatry’s operational excellence goals. Your team will play a critical role in ensuring our PCCs and frontline operations deliver consistent, high-quality support at scale, meeting performance and efficiency targets across Core Ops. This is a hands-on, cross-functional leadership role at the center of Core Operations – ideal for a results-oriented operator who can blend analytics with execution to improve patient and provider experience, reduce costs, and enhance frontline performance visibility. 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 750+ psychiatrists, 250+ therapists, and more than two 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: OPERATIONAL ANALYTICS & PERFORMANCE TRACKING - Own the analytics and reporting engine for PCC Operations, ensuring visibility into performance, staffing, and efficiency metrics. - Track and interpret KPIs, including variable costs (% of revenue and per visit), workforce utilization, QA adherence, and staffing efficiency – to drive accountability across teams. - Develop and maintain dashboards and reporting frameworks that support day-to-day management and long-term decision-making. - Support program- or LOB-level performance tracking (e.g., Therapy, Intake, or pilot initiatives) by building tailored reports that establish consistent tracking and performance measurement processes. - Partner with PCC leaders to identify performance trends, uncover root causes, and translate insights into operational improvements. - Deliver clear, actionable reporting to ensure Core Ops stays aligned with business goals and growth initiatives. Workforce Optimization & Forecasting - Lead workforce planning and forecasting for Talkiatry’s Patient Care Coordinator (PCC) operations – spanning four communication channels (phone, SMS, webchat, and email) and five key lines of business: Psychiatry Intake, Therapy Referral, External Referral, Patient and Provider Support, and Call Center Teams. - Implement workforce management best practices for forecasting, scheduling, adherence, and intraday management – including AWA, shrinkage, service levels, and queue performance – to maximize efficiency and service quality while aligning staffing and capacity with patient volume and demand. - Partner with Finance and BizOps to track operational performance against budget, refine key assumptions, and inform future budget cycles. - Continuously evaluate variable costs and productivity drivers, identifying opportunities to reduce waste, optimize utilization, and improve overall performance. - Leverage WFM platforms such as Genesys and ServiceNow to enhance forecast accuracy, real-time visibility, and reporting automation. Cross-Functional Enablement & Leadership - Partner closely with Ops Excellence, Quality & Training, and Product to embed analytics and WFM insights into systems, workflows, and strategic planning. - Build and reinforce a data-driven culture across PCC Ops, integrating dashboards, performance reviews, and feedback loops into daily operations. - Collaborate with BizOps to ensure frontline data informs Core Ops’ growth and retention initiatives, efficiency goals, and patient experience improvements. - Communicate trends, risks, and opportunities clearly to senior leadership to support data-driven decision-making and change activation. YOU HAVE: - 7+ years of experience in operations analytics, workforce management, or business operations, ideally within contact center or patient access environments. - Proven success leading WFM and analytics functions supporting large-scale, high-volume operations (300+ team members across omni-channel environments). - Advanced proficiency in Excel, GSheet, SQL, and visualization tools (Tableau, Looker, Omni, or similar). - Experience with Genesys, ServiceNow, Salesforce, or other workforce/scheduling tools preferred. - Strong analytical and problem-solving skills; ability to translate complex data into clear business actions. - Demonstrated ability to drive performance improvement through data-driven decision-making. - Excellent communication and stakeholder management skills across technical and operational audiences. - Bachelor’s degree required; Master’s degree in Business, Operations, or Analytics preferred. 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. For more information on E-Verify, please visit the following: EVerify Participation https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.e-verify.gov%2Fsites%2Fdefault%2Ffiles%2Feverify%2Fposters%2FEVerifyParticipationPoster.pdf&data=05%7C01%7Cjill.steger%40talkiatry.com%7Cfe829943872e4bc8dc7b08db83d3c99d%7C803a6c90ec724384b2c01a376841a04b%7C0%7C0%7C638248717875458398%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=qFgJNzh246Js%2FFqdsb9OZgN55rg5GpsB0wjiTvkPn9w%3D&reserved=0 & IER Right to Work https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.e-verify.gov%2Fsites%2Fdefault%2Ffiles%2Feverify%2Fposters%2FIER_RighttoWorkPoster.pdf&data=05%7C01%7Cjill.steger%40talkiatry.com%7Cfe829943872e4bc8dc7b08db83d3c99d%7C803a6c90ec724384b2c01a376841a04b%7C0%7C0%7C638248717875458398%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=ivUqrPtiBjGVkMzpMBSYalwvm2Zxhj%2BScqVUX2OfqUA%3D&reserved=0. 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.