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Operations Lead, Adult Outpatient Services

1 month ago
United States
Full-time
Senior
Operations Manager
Project and Program Management
CRM JIRA Salesforce
Apply Now
Lyra Health

Lyra Health

Lyra Health is a global leader in mental health benefits, connecting companies and employees to world-class therapists and coaches. Their innovative platform offers fast, reliable access to evidence-based care for organizational well-being.

Health Care Providers & Services
1K-5K
Founded 2015
$627M raised
View All Jobs 39

Description

  • Own operational support for Lyra's US customer-specific programs, including the Onsite Program, and serve as a primary point of contact for customer-facing operational needs.
  • Manage customer inquiries, ensure seamless program delivery, and build strong client relationships.
  • Partner with internal recruitment and talent acquisition teams to scale provider networks for specialized customer accounts.
  • Coordinate the customer-facing provider pipeline, including customer onboarding requirements, provider interviews, and scheduling meetings between vetted providers and customers.
  • Develop, implement, and refine scalable operational processes and best practices to manage increasing volume and complexity across customer accounts.
  • Lead medium-to-large-scale operational initiatives to improve program efficiency, profitability, provider utilization, and customer satisfaction.
  • Identify operational risks, mitigate complex challenges, and drive solutions independently with minimal support.
  • Collaborate cross-functionally with Customer Success, Clinical Operations, Engineering, Product, and GTM teams to resolve issues and optimize program performance.
  • Set up meeting structure, cadence, and supporting materials for cross-functional teams and facilitate meetings as needed.
  • Contribute to the growth, standardization, and team culture of Lyra's customer-specific programs globally.

Requirements

  • 5+ years of progressive experience in customer success operations, account management, or program management within healthcare or technology.
  • Strong focus on operational excellence and experience managing complex customer accounts.
  • Experience engaging directly with customers, including leading meetings, presenting solutions, and building trust-based relationships.
  • Demonstrated ability to design and implement scalable operational processes for higher volume and complexity.
  • Exceptional problem-solving skills with the ability to analyze root causes and develop effective solutions.
  • Strong communication and interpersonal skills, including the ability to adapt messaging for different audiences.
  • Strong project management skills and experience leading medium-to-large cross-functional initiatives.
  • Data-driven mindset with experience using data to inform decisions and identify improvements.
  • Familiarity with AI and automation, especially for operational efficiency and workflow optimization.
  • Knowledge of key systems such as Salesforce, Zendesk, Google Suite, and Jira; fluent in Google Suite and at least two other key tools.
  • Ability to thrive in a fast-paced, ambiguous, and rapidly evolving environment.
  • Passion for improving mental health care and supporting access to evidence-based therapies.
  • Bachelor's degree preferred; Master's degree a plus.

Interested in this position?

Apply directly on the company website

Apply Now

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