Learning, Training & Quality Manager

As the Learning, Training & Quality Manager, you will lead and refine our training and quality assurance programs for patient care coordination staff, ensuring a consistently exceptional experience for both patients and clinicians that reflects the unique standards of healthcare.

This role is central to ensuring that our support team delivers top-tier service, and you will have the opportunity to design and implement cutting-edge training strategies that enhance operational and  service quality.

You’ll take full ownership of our Learning & Development (L&D) strategy, knowledge base, and key patient support resources, ensuring they are structured, dynamic, and aligned with the needs of our operations. Your work will set the foundation for delivering best-in-class support to prospective and established patients, and clinicians, driving operational excellence, enhancing patient engagement, and contributing to organizational growth.

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. 

• Lead training & development: design, implement, and continuously refine cutting-edge training programs to enhance the service quality and operational capabilities of patient care coordination teams, including both onshore and offshore staff.
• Knowledge base ownership: strategically manage and optimize the knowledge base to drive agent learning, improve accessibility, and ensure up-to-date resources through regular cleanups and structural enhancements. Collaborate with the Patient Experience team to ensure alignment with external-facing resources, such as patient-facing FAQs and Help Center content.
• Quality standards: establish and maintain hospitality-level quality standards that go beyond traditional customer support, ensuring a healthcare-appropriate, patient- and clinician-centered approach that fosters exceptional experiences.
• Continuous improvement: deliver impactful training and coaching initiatives to address gaps in performance, promote best practices, and elevate staff capabilities.
• Template responses ownership: oversee the ongoing review and optimization of template responses, collaborating with Marketing and Content teams to ensure consistency in messaging and alignment with brand voice.
• Collaboration: partner closely with Clinical and Core Operations management teams to identify insights and improvement opportunities, ensuring alignment between training, quality standards, and operational goals.
• Leadership in strategy: proactively set and execute the strategy for L&D and quality programs, ensuring they evolve with the organization’s growth and priorities.

• Bachelor’s degree or higher.
• 3+ years’ experience managing large-scale training and quality programs, ideally in a healthcare or high-touch service industry.
• Exceptional written and verbal communication skills, with the ability to craft compelling presentations and deliver training effectively.
• Strategic thinking, with demonstrated ability to manage programs and resources proactively.

• Top-notch team: we're a diverse, experienced group motivated to make a difference in mental health care    
• Collaborative environment: be part of building something from the ground up at a fast-paced startup     
• Flexible location: work where you want to, either remotely across the U.S. or from our HQ in NYC     
• Excellent benefits: medical, dental, vision, effective day 1 of employment, 401K with match, generous PTO plus paid holidays, paid parental leave, and more!    
• Grow your career with us: hone your skills and build new ones with our Learning team as Talkiatry expands
• It all comes back to care: we’re a mental health company, and we put our team’s well-being first    

Talkiatry participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. For more information on E-Verify, please visit the following: EVerify Participation & IER Right to Work.  

At Talkiatry, we are an equal opportunity employer committed to a diverse, inclusive, and equitable workplace and candidate experience. We strive to create an environment where everyone has a sense of belonging and purpose, and where we learn from the unique experiences of those around us. 

We encourage all qualified candidates to apply regardless of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.