Senior Manager, Workforce Management | New York, NY

As Senior Manager, Analytics & Workforce Management (WFM), you’ll serve as the analytical and operational backbone for Core Operations – enabling data-driven decision-making, optimized workforce performance, and accountability across a 400+ omni-channel Patient Care Coordinator (PCC) organization. Reporting directly to the Director of Core Operations, you’ll lead the design and execution of performance analytics, workforce planning, and reporting frameworks that drive Talkiatry’s operational excellence goals. Your team will play a critical role in ensuring our PCCs and frontline operations deliver consistent, high-quality support at scale, meeting performance and efficiency targets across Core Ops. This is a hands-on, cross-functional leadership role at the center of Core Operations – ideal for a results-oriented operator who can blend analytics with execution to improve patient and provider experience, reduce costs, and enhance frontline performance visibility. ABOUT TALKIATRY Talkiatry is transforming mental health care by making high-quality psychiatry more accessible, human, and sustainable for both patients and clinicians. Co-founded by a patient and a triple-board-certified psychiatrist, we were built to solve one of healthcare’s most urgent challenges: millions of people struggle to access mental health care, while clinicians face growing administrative burden and burnout. Through our technology-powered, in-network platform, we’re changing that, creating a better experience for patients and empowering clinicians to focus on delivering exceptional care. Today, Talkiatry is the largest dedicated psychiatry practice in the U.S., with 750+ psychiatrists, 250+ therapists, and more than two million patient visits delivered nationwide. At our scale, every innovation has real impact. Every workflow we improve, every technology solution we build, and every patient experience we redesign helps thousands of clinicians provide better care to hundreds of thousands of patients. We’re not just growing quickly — we’re redefining how behavioral healthcare is delivered in America. Joining Talkiatry means joining a mission-driven team that is solving complex problems at scale, driving meaningful change in healthcare, and building the future of mental health care with compassion, innovation, and purpose. YOU WILL: OPERATIONAL ANALYTICS & PERFORMANCE TRACKING - Own the analytics and reporting engine for PCC Operations, ensuring visibility into performance, staffing, and efficiency metrics. - Track and interpret KPIs, including variable costs (% of revenue and per visit), workforce utilization, QA adherence, and staffing efficiency – to drive accountability across teams. - Develop and maintain dashboards and reporting frameworks that support day-to-day management and long-term decision-making. - Support program- or LOB-level performance tracking (e.g., Therapy, Intake, or pilot initiatives) by building tailored reports that establish consistent tracking and performance measurement processes. - Partner with PCC leaders to identify performance trends, uncover root causes, and translate insights into operational improvements. - Deliver clear, actionable reporting to ensure Core Ops stays aligned with business goals and growth initiatives. WORKFORCE OPTIMIZATION & FORECASTING - Lead workforce planning and forecasting for Talkiatry’s Patient Care Coordinator (PCC) operations – spanning four communication channels (phone, SMS, webchat, and email) and five key lines of business: Psychiatry Intake, Therapy Referral, External Referral, Patient and Provider Support, and Call Center Teams. - Implement workforce management best practices for forecasting, scheduling, adherence, and intraday management – including AWA, shrinkage, service levels, and queue performance – to maximize efficiency and service quality while aligning staffing and capacity with patient volume and demand. - Partner with Finance and BizOps to track operational performance against bu