Director of Customer Experience Operations

Talkiatry is seeking a Director of Customer Experience Operations to build the infrastructure that powers their Care Coordination engine. This transformative leadership role will modernize operations, leverage AI, and ensure consistency, quality, and scale in delivering high-quality, accessible psychiatric care. The role involves leading a ServiceNow reimplementation, pioneering agentic AI rollout, and driving performance intelligence to improve operational efficiency.

Requirements

• 10+ years of leadership experience driving complex service operations within high-growth, tech-enabled services, healthcare, or scaled customer experience (CX) organizations
• Proven track record of building and scaling cross-functional functions across Ops Excellence, Enablement, Training, Quality, and Systems
• Deep expertise in operational tooling ecosystems (e.g., ServiceNow, Genesys, QA platforms)
• Demonstrated leadership in automation strategy, system design, and AI integration
• Highly effective collaboration with Product teams to influence roadmaps
• Relentless focus on leverage and scale
• Strategic and data-driven mindset
• Proven success leading high-performing teams
• Thrives in fast-paced, high-ambiguity environments
• Equally hands-on and strategic

Benefits

• Top-notch team
• Collaborative environment
• Flexible location
• Excellent benefits
• Grow your career with us