Job Specifications
We’re hiring a Senior Manager, Business Operations to help shape the future of patient care at Talkiatry. Sitting within Core Operations - the strategic engine and operational backbone that powers Talkiatry’s growth and impact, the role is dedicated to one of the most meaningful levers in mental healthcare: patient retention. Your work will directly influence how patients stay engaged in treatment, adhere to care plans, and ultimately achieve better outcomes. By improving retention and reducing leakage, you’ll not only enhance patient lives but also drive one of the most powerful multipliers of Talkiatry’s long-term performance and mission impact: patient lifetime value (“LTV”).This is a highly analytical, strategic, and cross-functional role that blends data-driven insight with hands-on execution. You’ll partner closely with Product, Clinical, and Marketing teams to design experiments, optimize the patient journey, and scale programs that improve continuity of care and patient satisfaction. The ideal candidate thrives on turning complexity into clarity - leveraging data to diagnose friction, collaborating across teams to implement solutions, and ensuring that every improvement in experience translates into measurable business and clinical outcomes. If you’re energized by solving ambiguous problems, blending data and empathy, and helping shape the future of mental health delivery, this is the right role for you.
About Talkiatry:
Talkiatry transforms psychiatry with accessible, human, and responsible care. We’re a national mental health practice 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.
60% of adults in the U.S. with a diagnosable mental illness go untreated every year because care is inaccessible, while 45% of clinicians are out of network with insurers because reimbursement rates are low, and paperwork is unduly burdensome. With innovative technology and a human-centered philosophy, we provide patients with the care they need—and allow psychiatrists to focus on why they got into medicine.
You will:
Patient Retention & Journey Optimization
Map and continuously improve the end-to-end patient journey – from onboarding and first appointment through ongoing care and re-engagement
Identify and address drop-off points using both quantitative and qualitative insights (patient interviews, feedback, NPS trends)
Partner with Marketing to design lifecycle campaigns and retention programs that strengthen patient adherence, satisfaction, and repeat visits
Create and test interventions that improve continuity of care (e.g., proactive follow-up reminders, personalized rebooking flows, treatment-adherence nudges)
Collaborate with Clinical and Care Operations to ensure every process supports long-term therapeutic success and care outcomes
Strategy Execution & Operational Implementation
Serve as the right hand to the Head of Business Operations on core retention and experience initiatives
Lead structured problem-solving, project management, and cross-functional coordination from design through rollout and measurement
Build alignment across Product, Clinical, Marketing, and Operations to ensure initiatives are executed consistently and at scale
Support long-term planning and P&L optimization related to patient retention, automation, and care-delivery efficiency
Develop and communicate clear updates, learnings, and progress to executive stakeholders
Product Alignment & Delivery
Partner with Product and Engineering to translate patient and operational insights into scalable, technology-enabled solutions
Define business requirements and success metrics for retention-driving product features (e.g., scheduling tools, notifications, care-plan tracking)
Collaborate on roadmap prioritization by linking patient experience improvements to measurable performance outcomes
Monitor implementation and feedback loops to ensure that new features deliver against patient and business goals
Analytics & Insights
Own the analytics engine behind patient retention, leakage, and engagement – translating data into actionable insights
Build and maintain performance dashboards and analytical frameworks to track KPIs such as Follow-Up Visit Retention, 2nd-Visit Conversion, Net Churn, and NPS
Conduct deep-dive analyses to uncover friction, inefficiencies, and missed opportunities across the patient lifecycle
Quantify the business impact of retention initiatives and communicate clear ROI narratives for leadership
Design and evaluate experiments or pilots using rigorous measurement frameworks (A/B testing, cohort analysis, statistical validation)
You have:
4-7 years of experience in top-tier consulting, investment banking, or high-growth operations roles
Exposure to healthcare or tech-enabled services is a plus
Proven ability to thrive in fast-paced, ambiguous environments
Strong analytical skills (Excel, SQL a minimum) with the abi