VP, Client Services

1 week, 3 days ago
Full-time
Executive
Customer and Technical Support
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

Description

  • Own the 3-year strategic vision, operational roadmap, and day-to-day execution of the Care Navigator Team.
  • Use business intelligence, predictive analytics, and performance insights to improve service quality, customer experience, and operational consistency.
  • Build and scale service excellence frameworks and KPIs using lean methodologies and continuous improvement practices.
  • Improve services margin through cost optimization, resource forecasting, and process automation or AI enablement.
  • Partner with Commercial leadership to align service delivery with client requirements and enterprise growth needs.
  • Work with Clinical, Product, and Tech teams to ensure service readiness for new product launches.
  • Foster a transparent, high-accountability culture that supports frontline teams and sustained employee engagement.
  • Lead the team through organizational change while promoting data-driven decision-making.
  • Drive large-scale service transformation and operating model modernization across the function.

Requirements

  • 15+ years of leadership experience in servicing and operations, including at least 5 years within healthcare software or SaaS.
  • Demonstrated success leading large-scale service transformations, including SaaS transitions, operating model redesign, or enterprise modernization.
  • Deep experience using business intelligence, analytics, and performance-management systems to drive operational excellence.
  • Strong background in lean methodologies, continuous improvement, and scalable service delivery models.
  • Proven ability to lead through influence, build cross-functional alignment, and translate strategy into measurable results.
  • Exceptional communication skills and executive presence, with the ability to inspire teams through change.
  • Proven track record of integrating AI, LLMs, or advanced automation into contact center workflows to improve agent efficiency and member self-service.

Benefits

  • Base salary range of $209,000 to $288,000 per year.
  • Eligibility for discretionary bonuses.
  • Comprehensive healthcare coverage, including medical, dental, vision, FSA/HSA, life, and disability insurance.
  • Equity in the company through discretionary restricted stock units.
  • Competitive time off policies, including vacation, sick days, and company holidays.
  • Paid parental leave.
  • 401(k) retirement benefits.
  • Monthly tech allowance.
  • Lyra coaching and therapy services.
  • Well-being perks, activities, surprise swag, and community celebrations.

Interested in this position?

Apply directly on the company website

Apply Now

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