- Company Name
- Talkiatry
- Job Title
- Senior Manager, Business Operations
- Job Description
-
**Job Title**
Senior Manager, Business Operations
**Role Summary**
Strategic and analytics‑driven leader focused on patient retention and journey optimization in a mental‑health services environment. Collaborates with Product, Clinical, Marketing, and Operations to design experiments, scale retention programs, and translate data insights into measurable business and clinical outcomes.
**Expectations**
* Deliver quantifiable improvements in patient retention and lifetime value.
* Reduce patient leakage and enhance adherence to care plans through data‑driven interventions.
* Align cross‑functional initiatives to operationalize retention gains and support long‑term P&L objectives.
* Communicate results, ROI, and progress to senior executives.
**Key Responsibilities**
1. Map end‑to‑end patient journey; identify drop‑off points via quantitative dashboards and qualitative feedback.
2. Design, run, and iterate lifecycle campaigns and retention programs in partnership with Marketing.
3. Create and test interventions (e.g., reminder systems, personalized rebooking flows) that boost continuity of care.
4. Work with Clinical and Care Operations to embed retention‑focused processes into therapeutic workflows.
5. Lead structured problem‑solving, project management, and cross‑functional coordination from concept to rollout and measurement.
6. Partner with Product & Engineering to translate operational insights into scalable tech solutions; define requirements, success metrics, and roadmap priorities.
7. Own the analytics engine for retention: build dashboards, monitor KPIs (Follow‑Up Visit Retention, 2nd‑Visit Conversion, Net Churn, NPS), conduct deep‑dive analyses, and quantify ROI.
8. Design and evaluate experiments (A/B, cohort analysis) using rigorous statistical methods.
9. Support long‑term planning and P&L optimization for retention, automation, and care‑delivery efficiency.
10. Provide clear, data‑anchored updates and insights to executive stakeholders.
**Required Skills**
* 4–7 years in consulting, investment banking, or high‑growth operations; healthcare or tech‑enabled services experience a plus.
* Advanced analytical proficiency: Excel, SQL, data modeling, and ability to translate data into actionable business decisions.
* Project management and structured problem‑solving in fast‑paced, ambiguous environments.
* Experience designing, implementing, and measuring experiments (A/B, cohort).
* Strong stakeholder management and executive communication skills.
* Familiarity with patient engagement metrics (NPS, conversion rates, churn).
* Ability to synthesize complex information and lead cross‑functional teams.
**Required Education & Certifications**
* Bachelor’s degree in Business, Economics, Analytics, Engineering, or related field.
* Master’s or MBA preferred.
* Professional certifications (e.g., Six Sigma, PMP) a plus.