As Senior Manager, Analytics & Workforce Management (WFM), you’ll serve as the analytical and operational backbone for Core Operations – enabling data-driven decision-making, optimized workforce performance, and accountability across a 400+ omni-channel Patient Care Coordinator (PCC) organization. Reporting directly to the Director of Core Operations, you’ll lead the design and execution of performance analytics, workforce planning, and reporting frameworks that drive Talkiatry’s operational excellence goals. Your team will play a critical role in ensuring our PCCs and frontline operations deliver consistent, high-quality support at scale, meeting performance and efficiency targets across Core Ops. This is a hands-on, cross-functional leadership role at the center of Core Operations – 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. 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. You will: Operational Analytics & Performance Tracking - 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. Workforce Optimization & Forecasting - 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. Cross-Functional Enablement & Leadership - 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 You have: - 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. Why Talkiatry: - 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 - 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.

About the role The Event Manager is a core member of our Events team, owning the relationship management, recruitment, contracting, oversight, and operational execution of event organizers and gamemasters across the full cycle. You will manage a portfolio of program coordinators and groups that run events and occupy space at Gen Con. This role does not come with a rigid handbook. You will know what needs to get done and be trusted to figure out how to do it. That means you are comfortable in ambiguity, proactive in seeking clarity, and capable of making sound decisions with incomplete information. What you'll do Relationship Management - Serve as the primary point of contact for a portfolio of event organizers, gamemasters, and program coordinators across the full program cycle - Manage recruitment, contracting, and ongoing oversight of partners at various levels of the convention ecosystem Program Operations & Execution - Own your programs end-to-end, from planning and coordination, through on-site execution during convention week - Use intermediate-to-advanced Excel skills to manage, track, and report on program data (e.g., pivot tables, nested formulas, and pulling data from external sources) - Problem-solve in real time during convention week, where stakes are high, the pace is relentless, and pivoting quickly is not optional - Adopt and use technology tools enthusiastically to manage workflows and improve program efficiency Cross-functional Collaboration - Work across Gen Con teams with curiosity about how the full convention operates beyond your direct scope - Communicate complicated concepts clearly, in writing and in conversation, to internal and external audiences Qualifications Must-Have Skills & Qualities - Highly organized and self-directed: owns their programs, sets a vision for what success looks like, and doesn't wait to be told every next step - Comfortable with ambiguity: can operate without a playbook, investigate independently, and ask for clarity when needed - Strong written communicator: can compose and convey complex ideas clearly in their own voice - A people person: comfortable engaging cold contacts, managing stakeholders, and working across a 70,000-person event Background - Experience in event management, convention operations, program coordination, or a related field preferred - Genuine curiosity and passion for nerd culture, tabletop gaming, or the broader gaming community - Remote-first work experience and the communication discipline that comes with it

Description Position Summary The Manager of Secondary Textbooks provides management and oversight for the development and revision of secondary instructional products from concept through publication. This role guides project execution ensures instructional excellence and faithful biblical worldview integration, and supports efficient publishing workflows across print and digital formats. Working collaboratively with cross-functional teams, the manager contributes to product planning, monitors quality and timelines, and supports the implementation of innovative tools and established processes that strengthen scalable content development while aligning with divisional goals, budget parameters, and organizational standards. This is a remote position performed from a home office anywhere in the contiguous United States. Applications are accepted on an ongoing basis. Essential Duties and Responsibilities - Manage the development of new secondary products and revisions of existing series or courses in response to educational research, customer needs, and market trends, in alignment with divisional strategic priorities - Contribute to strategic planning as directed by PDP leadership and lifecycle oversight for the secondary textbook product line from concept through publication and post-release evaluation, providing recommendations and implementation leadership - Ensure instructional excellence, pedagogical rigor, and faithful biblical worldview integration across all assigned products - Ensure development and revision processes follow PDP guidelines and protocols while maintaining approved budget parameters and project timelines - Implement and refine established workflows that support efficient and scalable publishing operations in collaboration with divisional leadership and cross-functional partners - Coordinate collaboration among instructional design, production, digital teams, external contributors, and cross-departmental partners to ensure successful product execution - Serve as a key liaison between the Secondary Textbook department and PDP leadership by communicating project status, risks, and milestones in a timely manner - Support the transformation of textbook content into digital courseware and learning solutions, helping implement divisional digital initiatives - Provide stakeholders, including Sales, Marketing, and Textbook Training, with accurate project updates and product information to support training, customer engagement, and marketing efforts - Promote a culture of accountability, innovation, continuous improvement, and stewardship of ACSI confidential and proprietary information while performing additional duties as assigned - Utilize emerging technologies, including AI-assisted tools, to improve production efficiency, streamline editorial workflows, enhance research synthesis, and support scalable content development while maintaining instructional integrity and theological alignment - Collaborate in establishing internal guidelines for the responsible and ethical use of AI in content development, ensuring compliance with copyright law, intellectual property standards, and ACSI policies - Monitor secondary curriculum market trends, competitor offerings, and customer feedback, providing insights and recommendations to inform product planning and revision priorities - Oversee quality assurance activities for assigned products, including content review, theological review, editorial accuracy, and legal compliance prior to publication Compensation and Benefits Starting Salary Range: $74,000 - $80,000; based on work experience, education, training, knowledge, skills, and internal and external equity. Employees may choose from benefits including HDHP and copay medical plans, dental, vision, health care and dependent care flexible spending accounts, health savings account, 403b retirement plan, and supplemental life and disability insurance. In addition, ACSI provides vacation, sick leave, paid holidays, basic life, basic accidental death and disability, long term disability, employee assistance plan, Christian school tuition benefit, and discretionary annual bonus. Requirements Essential Qualifications Spiritually the ideal candidate shall possess characteristics that reflect - a demonstrated acceptance without reservation of the ACSI Statement of Faith - a strong, clear Christian testimony, acknowledging Christ as Savior and seeking to live as His disciple - a desire for spiritual growth as evidenced by his/her prayer life, Bible study, and spiritual outreach to others - a mature, godly spirit - a Christian role model (Luke 6:40) in attitude, speech, and actions toward others. (This includes being committed to God’s biblical standards for sexual conduct.) - a person of faith and prayer - a broad acceptance of and by the evangelical Christian community - a strong knowledge and understanding of Scripture - a servant leader - an active participation in a local Bible-believing church Required Experience and Education - Bachelor’s education degree required; Master’s degree in education, instructional design, or related discipline strongly preferred - Minimum of 7 years of significant experience in Christian education, curriculum development, or instructional publishing, with professional publishing experience strongly preferred - Demonstrated leadership experience managing complex projects and cross-functional - teams - Strong understanding of instructional design principles and educational standards. - Experience working with contract contributors and collaborative development models preferred - Commitment to Christian education and alignment with ACSI’s mission and statement of faith - Proficiency in Microsoft Office and Adobe; working knowledge of publishing, collaboration, and digital production tools; ability to learn emerging AI-enabled workflow systems - Excellent verbal and written communication skills - Advanced organizational skills for detailed project assignments - Disciplined time-management skills. Integrity in dealing with confidential information - Committed to growing professionally - Ability to be flexible and supportive of job assignments - Physical Demands and Work Environment - Professional remote work environment in which to conduct videoconferences and phone calls - Ability and willingness to travel up to 10% by plane or automobile - Driver’s license to be kept current and in effect as a condition of employment - Employee is regularly required to walk, sit, use hands and fingers, talk, and hear - Essential duties require the use of computers to process information - The employee frequently is required to reach with hands and arms - Specific vision abilities required by this job include the ability to read at close range and distinguish colors and contrasts - The noise level in the work environment is usually minimal - Able to lift up to 20 pounds Accountability - Accountable to Assistant Vice President, PDP - Accountable to the agreed upon job description and ACSI’s policies - Accountable to the agreed upon goals and timelines

WHO WE ARE Headquartered in Nashville, Tennessee, Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a seven-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand. At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives. Position Overview Drive the strategic implementation and optimization of AI-powered customer support solutions, combining conversation design expertise with knowledge management to deliver exceptional automated customer experiences. This role bridges technical AI implementation with business outcomes, ensuring our AI solutions achieve maximum impact on customer satisfaction and operational efficiency. Key Responsibilities AI Strategy & Implementation - Drive significant improvements in AI involvement rates, resolution rates, and customer satisfaction metrics - Develop and implement comprehensive AI and knowledge management strategies aligned with company goals - Lead end-to-end AI automation implementation from ideation through deployment - Partner with cross-functional teams to create roadmaps for AI agent optimization Conversation Design & Optimization - Design personalized, conversational AI flows that enhance customer experience - Leverage AI platforms (particularly Forethought Widget Agent) to create compelling conversational journeys - Rapidly prototype and test AI solutions using data-driven insights - Use historical data and customer feedback to continuously improve automation flows Knowledge Management & Content Strategy - Oversee creation and maintenance of AI-optimized content across all channels - Ensure content accuracy, relevance, and optimization for AI consumption - Develop content standards, style guides, and quality assurance processes - Design knowledge base articles that encourage self-service and reduce support volume Analytics & Performance Management - Analyze AI performance metrics to drive continuous improvement - Generate comprehensive reports on resolution rates, involvement rates, and CSAT - Use data-driven insights to identify opportunities and implement improvement - Track and optimize content performance through analytics tools Required Skills & Experience Core Requirements - 3+ years experience in customer support operations or AI implementation - 2+ years hands-on experience with AI platforms (Intercom, Forethought, Salesforce or similar) - Proven track record of driving measurable improvements through AI and automation - Strong understanding of conversational AI technology and best practices - Experience with content management systems and digital asset management - Minimum of 3 years of experience in data analytics, preferably in the software or financial services industry. Technical Competencies - Proficiency with AI and automation platforms - Knowledge base optimization for AI consumption - Project management tools (Monday.com) Preferred Qualifications - Knowledge of machine learning and natural language processing - Certification in AI, project management, or related fields WE OFFER ALL FULL-TIME TEAM MEMBERS: - A fun, fast-paced work environment - Responsible PTO Plan that meets or exceeds state and local medical and family leave laws - 11 paid holidays - Community and social events to keep you connected and engaged - Mental Health Benefits - Medical, Dental and Vision insurance - Company-paid Group Life Insurance, Short- and Long-Term Disability - Flexible Spending Account & Health Savings Account - Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice - Pet Insurance - 401 (k) with company match with eligibility on Day 1 of employment - 2 Paid Volunteer Time Off Days - And much more! *Part-Time, Temporary, Contractor, and Intern positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs. AAP/EEO Statement Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.