VP, Client Services
About The Position
Lyra Health is 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. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. 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. We are seeking an experienced and visionary VP, Client Services to direct the strategic vision, operations, and continuous evolution of our Care Navigator Team (CNT)—Lyra’s member contact center. Reporting directly to our Chief Clinical Operations Officer (CCOO), this role requires a leader who seamlessly blends empathetic, mission-driven leadership with rigorous operational excellence. You will be responsible for scaling a high-touch, clinically sensitive support ecosystem, ensuring that every member journey begins with world-class care and efficiency.
Requirements
- 15+ years of leadership in servicing and operations, at least 5 within healthcare software/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, 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, executive presence, and the ability to inspire teams through change
- Proven track record of successfully integrating AI, LLMs, or advanced automation into contact center workflows to drive agent efficiency and improve member self-service
Responsibilities
- Own the 3-year strategic vision, operational roadmap, and day-to-day execution of the Care Navigator Team to support Lyra's enterprise growth.
- Leverage business intelligence, predictive analytics, and performance insights to elevate service quality, customer experience, and operational consistency at scale.
- Establish and scale service excellence frameworks and KPIs grounded in lean methodologies and continuous improvement.
- Drive services margin improvement through rigorous cost optimization, resource forecasting, and the strategic deployment of process automation/AI enablement.
- Partner closely with Commercial leadership to align service delivery with key requirements, and with Clinical/Product/Tech to ensure seamless service readiness for new product launches.
- Foster a transparent, high-accountability culture that inspires frontline teams, celebrates data-driven decision-making, and maintains high employee engagement through organizational change.
Benefits
- Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances)
- Lyra for Lyrians; coaching and therapy services
- Equity in the company through discretionary restricted stock units
- Competitive time off with pay policies including vacation, sick days, and company holidays
- Paid parental leave
- 401K retirement benefits
- Monthly tech allowance
- Well-being perks and activities, surprise swag, regular community celebration
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
