VP, Client Services

Company Details

Lyra Health

About Lyra Health
Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, 10 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

Lyra is looking for a VP of Client Services to lead our national clinical and non-clinical member service operation. As a key member of Lyra’s leadership team, the VP of Client Services will partner closely with our sales, clinical, product, and technology teams to ensure Lyra’s 4 million US members have 24/7 access to exceptional care. The ideal candidate is a proven operational leader with a track record of scaling large, high-performance teams, driving performance improvement, leading business process optimization, and working cross-functionally to achieve key business goals.

Responsibilities

    • Own all aspects of Lyra’s client service operation, with the primary goal of delivering exceptional member service
    • Build a high-performance leadership team including clinical, analytical, and technical leaders
    • Define team KPIs and drive measurable improvement
    • Cultivate a culture of data-driven decision-making and continuous improvement
    • Lead long-term workforce planning to achieve business goals
    • Partner with Lyra’s clinical leadership to design, launch, and scale new clinical programs
    • Partner with Lyra’s product leadership to optimize member experience and connectivity
    • Own budget planning and performance measurement
    • Lead the development and/or procurement and implementation of Lyra’s client service tools, in partnership with Lyra’s technology team

Qualifications

    • [15+] years of experience in client service operations, including 24/7 contact center operations
    • Exceptional operational leader, with a track record of success building + scaling large client service teams
    • Exceptional people leader, with a track record of hiring, growing, and retaining diverse, high-performance teams
    • Experience designing, implementing, and scaling operational processes
    • Deep familiarity with best practices of client service operations
    • Excellent analytical skills and experience leveraging data to make business decisions
    • Demonstrated ability to lead through influence and work effectively with cross-functional partners
    • Self-starter capable of operating with minimal direction and applying structure to ambiguous situations
    • Excellent written and verbal communications, with demonstrated ability to distill and communicate complex ideas clearly across different audiences
    • Strong executive communications, including writing and delivering board-level presentations
    • Comfort with ambiguity and rapidly changing priorities
    • Passion for expanding access to quality mental health care

This role will be based remotely, with periodic travel to Lyra’s headquarters in Burlingame, CA.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability, genetic information or any other category protected by law.

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