Vp, Operations Excellence (Ai)

TL;DR

Vp, Operations Excellence (AI): Leading the strategic development and AI integration of hirify.global's Core Operations, focusing on enhancing patient and provider experiences. Focus on AI-powered PCC transformation, driving efficiency, and building a robust analytical engine to support operational decisions.

Location: Hybrid, New York, NY

Salary: $200K – $240K

Company

hirify.global is the largest dedicated psychiatry practice in the U.S., delivering high-quality, in-network psychiatric care through a technology-powered platform.

What you will do

• Architect the operating model for hirify.global's next era, integrating in-house teams, outsourced partners, AI agents, and technology.
• Lead the AI transformation of Operations, setting the roadmap and governance for AI deployment across the patient and provider journey.
• Own the infrastructure, including ServiceNow, Genesys, WFM, quality infrastructure, and internal tooling.
• Drive efficiency and efficacy at scale, improving metrics such as handle time, FCR, conversion, retention, cost-to-serve, and CX.
• Build the analytical engine, providing dashboards, forecasting, and segmentation to turn operational data into executive decisions.
• Build and lead a senior multidisciplinary team across Tech Ops, AI Strategy, Quality & Training, WFM, Analytics, and process improvement.

Requirements

• Builder DNA in operations at scale: experience taking a support, contact center, or operations org from reactive to strategic.
• Systems thinking: ability to see how vendor model, tooling, workflow, agent behavior, and outcomes connect.
• AI deployment track record: experience putting AI into a live operations environment and making it work.
• Analytical depth: ability to think in frameworks and pressure-test with data.
• Transformation chops, not just optimization: experience with re-platforming, restructuring vendors, and redesigning operating models.
• Cross-functional leadership: ability to earn trust across operations, product, engineering, finance, and external partners.
• Operational experience: 13+ years in operations, with meaningful time owning a support, contact center, member services, or care coordination function at scale.
• Product partnership instincts: a record of influencing roadmaps, translating operational complexity into scalable solutions, and ensuring what gets built works in the real world.
• Executive presence and commercial judgment: ability to influence senior leaders on growth, investment priorities, and operating tradeoffs.
• Low ego, high standards: a team player who stays close to the work and is first to own a miss.

Culture & Benefits

• Top-notch team: 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, 401K with match, generous PTO plus paid holidays, paid parental leave, and more.
• Grow your career: hone your skills and build new ones with our Learning team as hirify.global expands.
• It all comes back to care: we're a mental health company, and we put our team's well-being first.