VP Operational Excellence | New York, NY

The VP, Operations Excellence leads the central function inside Talkiatry's Core Operations team that elevates and transforms how the support organization works. Core Operations is responsible for growth, retention, and patient and provider experience, and delivers that mandate through the frontline PCC teams that run intakes, scheduling, patient support, and provider support. The Operations Excellence team works alongside the front line, with the altitude to see the full system and the mandate to make it better. This is the team that zooms out when everyone else is in the weeds. You'll spot the patterns across hundreds of agents and millions of interactions, identify the break points that compound into bad experiences and lost revenue, and rebuild the system instead of patching the symptom. You'll think in quarters and years while the rest of the org thinks in shifts and queues. As Talkiatry continues to grow, Operations must become more intelligent, more unified, and far more technology enabled. This leader will shape the systems, structure, and operating disciplines that allow us to deliver a stronger patient and clinician experience while scaling with greater speed, consistency