Director of Customer Experience Operations

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This range is provided by Talkiatry. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$/yr - $/yr

Build the future of operational excellence in mental health care. Talkiatry is scaling fast — and so is the complexity behind delivering high-quality, accessible psychiatric care. As we evolve from a people-heavy service model to a smarter, system-driven, and AI-powered operation, we’re hiring a Director of Customer Experience Operations to architect the infrastructure that powers our Care Coordination engine — the operational backbone of our patient and provider experience.

This is a transformative leadership role at the intersection of systems, enablement, and intelligent automation. You’ll lead the charge in modernizing our operational foundation — from agent tooling and QA to training and performance support — and build a high-leverage Ops Excellence function that drives consistency, quality, and scale.

You’ll be a key force behind our enterprise Service Now reimplementation, shaping it into a fully integrated, transparent, and automated operating system that enables speed and clarity across the organization.

Looking ahead, you’ll also help pioneer our rollout of agentic AI, beginning in H2 2025 — building the training, QA, and governance infrastructure to ensure our AI agents operate safely, effectively, and with measurable impact.

If you're excited by complexity, energized by scale, and passionate about enabling great service through systems and design — this is your moment to lead.

About Talkiatry:

Talkiatry transforms psychiatry with accessible, human, and responsible care. We’re a national mental health practice co-founded by a patient and a triple-board-certified psychiatrist to solve the problems both groups face in accessing and providing the highest quality treatment.

60% of adults in the U.S. with a diagnosable mental illness go untreated every year because care is inaccessible, while 45% of clinicians are out of network with insurers because reimbursement rates are low, and paperwork is unduly burdensome. With innovative technology and a human-centered philosophy, we provide patients with the care they need—and allow psychiatrists to focus on why they got into medicine.

You will:

• Operational Transformation & Frontline Empowerment
• You’ll modernize the engine behind patient care — designing the systems, processes, and playbooks that help our frontline teams deliver better, faster, more consistent support. From intake to ongoing service, you’ll reduce noise, increase clarity, and give our agents the tools they need to shine.
• Reimagine how we enable high performance — from QA and coaching to modular SOPs and real-time feedback loops
• Partner with frontline leaders to understand where friction lives — and translate it into system-level solutions that actually stick
• Scale training and support so teams stay aligned and effective, even as we grow
• AI-Ready Infrastructure & Safe Deployment
• Agentic AI is coming — and you’ll make sure we’re ready. You’ll design the guardrails, workflows, and QA systems that allow AI to operate safely, effectively, and in harmony with our human teams.
• Shape our rollout of AI in the various lines of business of our Care Coordination team — starting with H2 2025 use cases
• Validate real-world alignment: build in simulations, edge case protocols, and compliance safeguards
• Define how success is measured — and how AI continuously learns and improves
• Performance Intelligence & Scalable Excellence
• Great operations don’t just run — they improve. You’ll bring visibility into where we’re excelling, where we’re stalling, and where we need to invest. Then, you’ll help us course-correct with speed and confidence.
• Build clear, actionable reporting to track quality, throughput, agent capacity, and system friction across teams and vendors
• Use data to uncover root causes — not just symptoms — and turn those insights into tangible, scalable improvements
• Connect volume forecasts and staffing…