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Talkiatry · 1 month ago

Senior Manager, Business Operations

New York, NY

Full-time

Hybrid

Mid, Senior Level

$130K/yr - $160K/yr

4+ years exp

Talkiatry is a national mental health practice dedicated to transforming psychiatry with accessible and responsible care. The Senior Manager, Business Operations role focuses on improving patient retention and engagement through strategic initiatives and cross-functional collaboration, ultimately enhancing patient outcomes and driving organizational performance.

Health CareMedicalMental HealthmHealthWellness

Responsibilities

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

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

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

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)