Senior Manager, Workforce Management

Job not on LinkedIn

🕒 July 28

🏢🏡 New York City – Hybrid

💵 $140k - $160k / year

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Talkiatry

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2019

🏥 Healthcare

👥 B2C

Healthcare • B2C

Talkiatry is a virtual psychiatry provider that delivers 100% online psychiatric care and medication management. The platform matches patients to licensed psychiatrists and other clinicians, offers follow-up care with the same provider, and treats conditions such as ADHD, anxiety, depression, bipolar disorder, OCD, PTSD, insomnia and peripartum/postpartum needs. Talkiatry operates in-network with major insurers, provides copay estimates, a patient portal, and resources like quizzes and medication information. The site notes its clinicians average 10 years of experience, represent multiple subspecialties, and speak many languages.

📋 Description

• 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. • 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 budget, refine key assumptions, and inform future budget cycles. • Continuously evaluate variable costs and productivity drivers, identifying opportunities to reduce waste, optimize utilization, and improve overall performance. • Leverage WFM platforms such as Genesys and ServiceNow to enhance forecast accuracy, real-time visibility, and reporting automation. • Partner closely with Ops Excellence, Quality & Training, and Product to embed analytics and WFM insights into systems, workflows, and strategic planning. • Build and reinforce a data-driven culture across PCC Ops, integrating dashboards, performance reviews, and feedback loops into daily operations. • Collaborate with BizOps to ensure frontline data informs Core Ops’ growth and retention initiatives, efficiency goals, and patient experience improvements. • Communicate trends, risks, and opportunities clearly to senior leadership to support data-driven decision-making and change activation.

🎯 Requirements

• 7+ years of experience in operations analytics, workforce management, or business operations, ideally within contact center or patient access environments. • Proven success leading WFM and analytics functions supporting large-scale, high-volume operations (300+ team members across omni-channel environments). • Advanced proficiency in Excel, GSheet, SQL, and visualization tools (Tableau, Looker, Omni, or similar). • Experience with Genesys, ServiceNow, Salesforce, or other workforce/scheduling tools preferred. • Strong analytical and problem-solving skills; ability to translate complex data into clear business actions. • Demonstrated ability to drive performance improvement through data-driven decision-making. • Excellent communication and stakeholder management skills across technical and operational audiences. • Bachelor’s degree required; Master’s degree in Business, Operations, or Analytics preferred.

🏖️ Benefits

• medical, dental, vision, effective day 1 of employment • 401K with match • generous PTO plus paid holidays • paid parental leave