Senior Manager of Workforce Management

Join Talkiatry as the Senior Manager of Workforce Management, where you'll lead the design and execution of performance analytics, workforce planning, and reporting frameworks. You'll play a critical role in ensuring our Patient Care Coordinators deliver consistent, high-quality support at scale. This hands-on, cross-functional leadership role is 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.

• Lead the design and execution of performance analytics, workforce planning, and reporting frameworks to drive operational excellence.
• Own the analytics and reporting engine for PCC Operations, ensuring visibility into performance, staffing, and efficiency metrics.
• Lead workforce planning and forecasting for Talkiatry’s Patient Care Coordinator (PCC) operations, implementing workforce management best practices.
• Experience with Genesys, ServiceNow, Salesforce, or other workforce/scheduling tools preferred
• 7+ years of experience in operations analytics, workforce management, or business operations, ideally within contact center or patient access environments
• Demonstrated ability to drive performance improvement through data-driven decision-making
• Advanced proficiency in Excel, GSheet, SQL, and visualization tools (Tableau, Looker, Omni, or similar)
• Proven success leading WFM and analytics functions supporting large-scale, high-volume operations (300+ team members across omni-channel environments)
• Bachelor’s degree required; Master’s degree in Business, Operations, or Analytics preferred
• Strong analytical and problem-solving skills; ability to translate complex data into clear business actions
• Excellent communication and stakeholder management skills across technical and operational audiences