Senior Manager, Workforce Management (Clinical)

Talkiatry is a pioneering mental health care company dedicated to making quality psychiatry more accessible, human-centered, and sustainable for both patients and clinicians. Co-founded by a patient and a triple-board-certified psychiatrist, Talkiatry addresses one of the most urgent challenges in healthcare today: the widespread difficulty many individuals face in accessing mental health care, coupled with the significant administrative burdens and burnout experienced by clinicians. By leveraging an innovative, technology-powered, in-network platform, Talkiatry is reshaping the landscape of mental health care delivery. The company stands as the largest dedicated psychiatry practice in the United States, employing over 750 psychiatrists and 250 therapists, and providing more than two million patient visits nationwide. This remarkable scale ensures that every innovation, workflow improvement, and technology solution crafted by Talkiatry positively impacts thousands of clinicians and hundreds of thousands of patients across the country. Talkiatry is not merely growing rapidly; it is fundamentally redefining behavioral healthcare in America through compassionate, innovative, and purpose-driven care.

As the Senior Manager, Analytics & Workforce Management (WFM) at Talkiatry, you will play an essential leadership role within the Core Operations team, directly reporting to the Director of Core Operations. This role is the analytical and operational backbone for a 400-plus member omni-channel Patient Care Coordinator (PCC) organization. Your expertise will ensure that data-driven decision-making is central to the organization, optimizing workforce performance and owning accountability measures across teams. You will lead the design and execution of performance analytics, workforce planning, and reporting frameworks that underpin Talkiatry's commitment to operational excellence. This hands-on role demands a strategic thinker who can blend deep analytical insights with operational execution to enhance patient and provider experience, reduce costs, and improve frontline performance visibility.

You will oversee the analytics and reporting engine supporting PCC operations by tracking critical KPIs such as variable costs, workforce utilization, quality assurance adherence, staffing efficiency, and more. By developing and maintaining interactive dashboards and reports, you will empower daily management and longer-term strategic decision-making. You will also tailor reports for different lines of business and pilot initiatives, ensuring consistent tracking and robust performance measurement. A key part of your role will be partnering with PCC leaders to identify trends and root causes, translating data into actionable strategies that drive continuous operational improvements.

In workforce optimization and forecasting, your leadership will be pivotal in managing scheduling, forecasting, and capacity planning across multiple communication channels including phone, SMS, webchat, and email. You will implement workforce management best practices, monitor service levels, queue performance, adherence, and optimize variable costs, productivity, and resource utilization. Your collaboration with Finance and Business Operations will ensure that operational performance aligns with budgets and informs future planning cycles. Utilizing advanced workforce management platforms like Genesys and ServiceNow will further enhance your ability to provide real-time visibility, forecasting accuracy, and automated reporting.

You will also act as an organizational enabler within Core Operations by working closely with teams including Operations Excellence, Quality & Training, Product, and Business Operations. This collaboration will embed analytics and WFM insights into workflows and strategic initiatives across the company. Promoting a data-driven culture and integrating performance review mechanisms into daily operations will be your focus to build accountability and operational transparency. You will communicate complex trends, risks, and opportunities clearly to senior leadership, enabling informed decision-making and effective change activation.

This hybrid remote position located in New York, NY offers a competitive salary range of $140,000 to $160,000 per year. It is ideal for experienced professionals with over seven years in operations analytics, workforce management, or business operations—preferably within contact center or patient access environments. Candidates should have advanced skills in Excel, Google Sheets, SQL, and data visualization tools like Tableau or Looker, and experience with workforce scheduling software such as Genesys and ServiceNow is highly valued.

Joining Talkiatry means becoming part of a mission-driven, inclusive, and diverse team committed to solving some of the most complex problems in behavioral healthcare. The company fosters a nurturing work environment that values innovation, collaboration, and personal growth. It offers excellent benefits including medical, dental, vision insurance starting day one, 401(k) with matching, generous paid time off, paid parental leave, and more. By becoming the Senior Manager of Analytics & Workforce Management, you will be central to Talkiatry’s journey in transforming mental health care services and improving outcomes for patients and clinicians alike.