Hybrid Senior Manager, AI Strategy – Operations

at Talkiatry

• Job title: Senior Manager, AI Strategy – Operations
• Job type: Full Time
• Experience level: Senior
• Salary: $135,000 - $165,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: ServiceNow
• Location requirements: Hybrid, New York City, United States

About the role

• Senior Manager leading AI Strategy & Operations at Talkiatry, enhancing patient interactions through AI solutions. Driving strategic and hands-on execution across technology, design, and operations.

Responsibilities

• Partner with Product and Engineering leadership to define Talkiatry’s long-term AI infrastructure strategy, ensuring interoperability across platforms (Genesys, ServiceNow, Talkiatry core platforms, Snowflake, LLMs).
• Gather and translate patient needs and agent workflows into AI product requirements (voice and text), defining intents, escalation paths, and response hierarchies that balance safety, automation, and empathy.
• Evaluate emerging technologies to guide the roadmap for AI tooling, model management, and automation pipelines.
• Ensure every AI initiative advances Talkiatry’s goals of access to care, quality, and workforce efficiency.
• Champion responsible AI principles in vendor selection, governance, and deployment practices.
• Own day-to-day AI performance through platform dashboards, tracking metrics such as containment rate, CSAT, response accuracy, and resolution efficiency.
• Conduct root-cause analyses on performance deviations, partnering with Product, Engineering, and Ops to translate results into model or workflow improvements.
• Surface performance insights to the Quality & Training team for incorporation into AI retraining, QA frameworks, and knowledge base updates.
• Maintain governance documentation for model versions, updates, and validation to ensure transparency and compliance.
• Oversee the AI-facing knowledge infrastructure, including taxonomy design, content ingestion workflows, and integration of source-of-truth systems.
• Define and maintain prompt engineering and response standards for AI agents and copilots.
• Collaborate with the Quality & Training team, who owns content creation, article optimization, and training for human and AI learners.
• Build structured feedback loops from frontline teams and Operations to refine prompts, content, and knowledge architecture.
• Establish unified processes for testing, version control, and model retraining tied to knowledge updates.
• Lead full-lifecycle AI implementations, from scoping and vendor selection to pilot, launch, performance tracking and optimization.
• Manage AI vendor relationships, holding partners accountable to performance and timely delivery.
• Develop clear project roadmaps, success metrics, and communication plans across Product, Engineering, and Operations.
• Collaborate on documentation, training materials, and rollout support for internal and external stakeholders.

Requirements

• 7+ years of experience in product management, process automation, or technology operations, with hands-on experience applying AI or large language model (LLM) solutions to real-world workflows.
• Proven success delivering large-scale AI or automation projects from concept through deployment.
• Strong understanding of conversational AI platforms and voice/text agent design principles, with the systems thinking to architect how AI connects across data, telephony, CRM, and workflow tools (e.g., APIs, integrations, enterprise systems).
• Highly analytical with experience in product and operational analytics.
• Skilled at translating business and user requirements into technical specification; experience in product management, technical program management, or systems enablement preferred.
• Exceptional project management and vendor management capabilities; thrives in cross-functional environments.
• Excellent communication skills – clear, structured, and equally fluent with technical and non-technical stakeholders.
• Committed to ethical AI practices and data integrity in healthcare contexts.

Benefits

• Excellent benefits: medical, dental, vision, effective day 1 of employment
• 401K with match
• Generous PTO plus paid holidays
• Paid parental leave