Operations Lead, Adult Outpatient Services

About Lyra Lyra Clinical Associates partners with Lyra Health, a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness, and cost efficiency. Lyra members have access to care in one day, and nine out of ten improve with the support of providers like you. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions. You will be employed by Lyra Clinical Associates. About the Role This is a dynamic and pivotal role focused on driving operational excellence and scalability for Lyra's customer specific programs, including the Onsite Program, for our employer customers. These tailored programs provide dedicated behavioral health support (i.e. therapy) directly in the workplace, which enhances access to care and increases employee well-being and productivity. Reporting to the Sr. Global Onsite Manager, you will be instrumental in managing operational relationships with our US-based customers, ensuring exceptional customer satisfaction and program efficacy. This role is perfect for someone with a strong background in customer success operations within start-up, tech, or healthcare, who is energized by engaging directly with customers, operating autonomously, building scalable processes, mitigating complex challenges, and strategically contributing to specialized program growth.

Responsibilities:

• Lead Customer-Facing Operations: Take ownership of operational responsibilities for Lyra's US customers, including our portfolio of customer specific programs (e.g. Onsite Program). You'll serve as a primary point of contact for customer-facing operational needs, including managing inquiries, ensuring seamless program delivery, and fostering strong client relationships.

• Own and Partner on Provider Recruitment Processes: Drive program growth by partnering with the internal talent acquisition/recruitment teams to scale provider networks for specialized customer accounts. You will lead and coordinate the customer-facing portion of the provider pipeline, including executing customer onboarding requirements, interviewing/meeting with providers once initial recruitment screening is complete, and managing the scheduling and meetings between vetted providers and customers.

• Enable Scalable Customer Management: Develop, implement, and refine scalable operational processes and best practices to efficiently handle increasing volume and complexity across our customer accounts. Focus on proactive problem-solving and effectively addressing escalations as the program expands.

• Drive Operational Excellence Initiatives: Lead medium-to-large-scale operational initiatives to improve overall program efficiency and profitability. This includes enhancing provider utilization within these customer specific programs, increasing customer satisfaction, and implementing Onsite best practices across your managed accounts.

• Operate with Autonomy and Strategic Insight: Actively take independent initiative to address key operational or team challenges. Proactively identify operational risks and advocate for the most effective solutions, driving their implementation. Manage multiple operational projects or a complex operational project with some support, balancing strong attention to detail with broader strategic and business goals, including leveraging emerging technologies like AI for process optimization and predictive insights, to identify clear pathways forward and support aggressive deadlines.

• Mitigate Complex Challenges: Proactively identify and address potential operational roadblocks and complex challenges within your customer accounts, working cross-functionally to devise and implement effective solutions.

• Facilitate Cross-Functional Partnership: Collaborate extensively with internal teams such as Customer Success, Clinical Operations, Engineering, Product, and GTM to effectively resolve customer-related issues and optimize program performance. Partner closely with cross-functional teams to address and resolve program risks and challenges, setting up the structure and cadence for medium to large cross-functional teams, creating materials, and facilitating meetings with minimal support from Sr. Global Onsite Manager and other senior team members.

• Contribute to Program Growth and Culture: Actively participate in discussions and initiatives that contribute to the overall growth, standardization, and success of Lyra's customer specific programs globally. Invest in team culture and "ways of working," proactively identifying opportunities to improve team culture and provide thoughtful feedback to fellow team members, actively contributing to shaping team culture and working dynamics.

Qualifications:

• 5+ years of progressive experience in customer success operations, account management, or program management within the healthcare or technology sectors, with a strong focus on operational excellence.

• Highly skilled in direct customer engagement, comfortable leading customer meetings, presenting solutions, and fostering strong, trust-based relationships.

• Proven track record of managing complex customer accounts and driving customer satisfaction.

• Demonstrated ability to design and implement scalable operational processes and solutions for increased volume and complexity.

• Exceptional problem-solving skills, with the ability to analyze situations, identify root causes, and develop creative and effective solutions for complex operational challenges.

• Excellent communication and interpersonal skills, with the ability to build trust and rapport with senior-level customer stakeholders. Strong analytical, written, and verbal communication skills; able to skillfully adjust communications for different audiences to influence coordinated action.

• Strong project management skills and a demonstrated ability to lead medium-to-large-scale cross-functional initiatives to successful completion.

• Data-driven mindset, comfortable with analyzing data to inform decisions and identify areas for improvement, with a strategic understanding of how AI and automation can enhance operational efficiency and scalability.

• Proactive and adaptable, thriving in a fast-paced, ambiguous, and rapidly evolving environment.

• Knowledgeable of key technology systems (e.g., Salesforce, Zendesk, Google Suite, etc.). Fluent in Google Suite and at least two other key systems tools (e.g., Jira, Salesforce, and Zendesk) and has experience working with other internal systems.

• Familiarity with emerging technologies, particularly AI and automation, and their strategic application in optimizing operational workflows and enhancing decision-making.

• Passion for improving mental health care and excitement for our mission of leveraging technology to scale access to evidence-based therapies.

• Bachelor's degree preferred; Master's a plus.