Operations Lead, Adult Outpatient Services

About Lyra Health

Lyra Health, through its partner Lyra Clinical Associates, delivers evidence-based mental health services to over 20 million people globally and partners with employers and health plans to reach 100 million individuals. Having conducted more than 15 million mental health sessions and published over 35 peer-reviewed studies, Lyra is recognized for outstanding access, clinical efficacy, and cost-effective care. Lyra members typically access care in a single day, with 90% showing improvement. The company advances mental health care accessibility with Lyra Empower, an AI-driven platform integrating superior care and technology solutions. Employment for this role is through Lyra Clinical Associates.

Role Overview

This pivotal position focuses on enhancing operational efficiency and scalability for Lyra’s tailored customer programs, including the Onsite Program that offers behavioral health support directly at the workplace to boost employee well-being and productivity. Reporting to the Senior Global Onsite Manager, you will manage operational relationships with US customers, assure top-tier customer satisfaction, and oversee program effectiveness. Ideal candidates have strong experience in customer success operations in startup, technology, or healthcare environments and thrive in autonomous roles that require process building, complex problem-solving, and strategic growth contributions.

Key Responsibilities

• Lead operational functions for Lyra’s US customer accounts, servicing customer-specific programs and acting as the primary contact for operational needs, including timely inquiry handling and facilitating smooth program delivery while nurturing customer relationships.
• Drive provider recruitment efforts by collaborating with talent acquisition teams to expand provider networks for specialized accounts, managing provider onboarding, interviews, and coordination between providers and customers after initial screening.
• Create, implement, and improve scalable operational methods to efficiently manage growing volumes and complexities across customer accounts with an emphasis on proactive issue resolution and escalation management.
• Lead initiatives aimed at improving program efficiency and profitability, such as optimizing provider utilization, elevating customer satisfaction, and standardizing Onsite Program best practices.
• Operate independently with strategic acumen, proactively identifying risks and proposing as well as implementing effective solutions while managing multiple projects or complex assignments, including leveraging AI technologies for process optimization and predictive insights under tight deadlines.
• Address operational challenges promptly by identifying roadblocks and collaborating cross-functionally to implement effective corrective measures.
• Work closely with cross-functional teams including Customer Success, Clinical Operations, Engineering, Product, and Go-To-Market departments to resolve customer issues and enhance program performance, facilitating meetings and producing key materials with limited senior management support.
• Participate actively in initiatives that support program expansion, standardization, and success across Lyra's global customer-specific programs, contributing positively to team culture and workflows by providing constructive feedback.

Required Qualifications

• At least 5 years of progressive experience in customer success operations, account management, or program management, preferably within healthcare or technology sectors, with a focus on operational excellence.
• Proficient in engaging directly with customers, leading meetings, presenting solutions, and building strong, trust-based client relationships.
• Demonstrated success managing complex accounts and delivering high customer satisfaction.
• Proven ability to design and deploy scalable operational processes to handle increased program volume and complexity.
• Exceptional analytical and problem-solving skills for diagnosing and addressing intricate operational challenges.
• Strong communication and interpersonal skills, capable of building rapport with senior stakeholders and tailoring communication to suit various audiences to drive coordinated actions.
• Effective project management skills with experience leading medium-to-large cross-functional initiatives to completion.
• A data-driven approach, skilled in analyzing data to guide decisions and identifying improvement opportunities, with strategic knowledge of AI and automation to enhance scalability and efficiency.
• Adaptability and proactivity in fast-changing, ambiguous environments.
• Familiarity with technology systems such as Salesforce, Zendesk, Google Suite, Jira, and others, including fluency in Google Suite and at least two other internal tools.
• Keen understanding of emerging technologies like AI and automation for optimizing operations and decision-making.
• A passion for advancing mental health care and enthusiasm for Lyra's mission to leverage technology to provide evidence-based therapies at scale.
• Bachelor’s degree preferred; Master’s degree is advantageous.

Additional Information

Lyra Health is an Equal Opportunity Employer and does not discriminate based on legally protected characteristics. Personal data collected during hiring is processed according to Lyra's Workforce Privacy Notice, with optional disclosure of sensitive data for diversity initiatives. Data privacy rights vary by jurisdiction and inquiries can be directed to the company contact provided. AI tools may assist in the hiring process but final decisions are human-led.

Compensation and Benefits

The annual base salary range for this full-time position is $95,000 to $145,500, depending on qualifications, skills, experience, and location. The role may also qualify for discretionary bonuses. Benefits include comprehensive medical, dental, vision, FSA/HSA, life and disability insurance coverage, mental health coaching and therapy services, equity via restricted stock units, competitive paid time off policies, paid parental leave, 401(k) with up to 3% company match, monthly technology stipends, and various well-being perks and events throughout the year.