VP Operational Excellence | New York, NY
Lead Operations Excellence for Talkiatry’s patient care coordination function. Architect AI-powered operating models, own ServiceNow/Genesys tooling and analytics, and drive measurable gains in efficiency, experience, and unit economics.
Responsibilities
- Architect the multi-year operating model for care coordination across in-house teams, outsourced partners, AI agents, and connected technology
- Lead AI transformation of Operations: set roadmap and governance for deploying, measuring, and scaling AI across patient and provider journeys
- Own infrastructure roadmap and investments for ServiceNow, Genesys, WFM, quality systems, and internal tooling; partner with Product & Engineering
- Drive efficiency and efficacy at scale across handle time, FCR, conversion, retention, cost-to-serve, and CX metrics
- Build the analytical engine: stand up dashboards, forecasting, and segmentation that turn operational data into executive decisions
- Act as integrator across Operations, vendors, Product, Engineering, Finance, and Clinical; translate strategy into operating roadmaps
- Build and lead a senior multidisciplinary team across Tech Ops, AI Strategy, Quality & Training, WFM, Analytics, and process improvement
Requirements
- 13+ years in operations with meaningful ownership of a support, contact center, member services, or care coordination function at scale
- Demonstrated builder DNA: moved a support/contact center/operations org from reactive to strategic
- Proven AI deployment track record in a live operations environment (beyond pilots)
- Strong analytical depth: frameworks, data pressure-testing, and turning insights into decisions
- Transformation experience: re-platforming, vendor restructuring, operating model redesign
- Cross-functional leadership across operations, product, engineering, finance, and external partners
- Executive presence and commercial judgment for influencing senior leaders on growth, investment, and tradeoffs
- Low ego, high standards; ability to stay close to the work and build followership
Nice-to-Haves
- Healthcare operations experience
- Product partnership instincts for influencing roadmaps and translating operational complexity into scalable solutions
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