Operations Lead, Adult Outpatient Services

🕒 July 16

🇺🇸 United States – Remote

💵 $95k - $145.5k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 23%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Lyra Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

💰 $235M Series F on 2022-01

Healthcare • Healthcare Insurance • SaaS

Lyra Health is a mental health company that partners with organizations to deliver comprehensive and effective global workforce mental health benefits. By providing evidence-based mental health care, Lyra Health boosts employee well-being and drives business impact. Their platform offers high-quality mental health support through a global network of professionals, utilizing AI matching technology to connect members quickly with suitable providers. Lyra Health serves families, couples, adults, and children, offering support for diverse mental health needs. Their programs aim to improve employee health, productivity, and reduce healthcare costs while providing a seamless member experience.

📋 Description

• Own operational responsibilities for Lyra's US customers and customer-specific programs, including the Onsite Program • Serve as a primary point of contact for customer-facing operational needs • Manage customer inquiries, ensure seamless program delivery, and foster strong client relationships • Partner with talent acquisition and recruitment teams to scale provider networks for specialized customer accounts • Lead and coordinate the customer-facing provider pipeline, including onboarding requirements and provider meetings • Manage scheduling and meetings between vetted providers and customers • Develop, implement, and refine scalable operational processes and best practices • Proactively solve problems and address escalations as program volume and complexity increase • Lead medium-to-large-scale operational initiatives to improve program efficiency and profitability • Enhance provider utilization, increase customer satisfaction, and implement Onsite best practices • Independently identify operational risks, advocate for solutions, and drive implementation • Manage multiple operational projects or a complex operational project while balancing detail with strategic goals • Leverage AI and emerging technologies for process optimization and predictive insights • Identify and address operational roadblocks and complex challenges within customer accounts • Collaborate with Customer Success, Clinical Operations, Engineering, Product, and GTM teams • Set structure and cadence for medium-to-large cross-functional teams, create materials, and facilitate meetings • Contribute to global growth, standardization, and success of Lyra's customer-specific programs • Invest in team culture and ways of working, identify improvements, and provide thoughtful feedback

🎯 Requirements

• 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, including leading customer meetings, presenting solutions, and fostering 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, including root-cause analysis and developing creative solutions for complex operational challenges • Excellent communication and interpersonal skills, including building trust with senior-level customer stakeholders • Strong analytical, written, and verbal communication skills; ability to adjust communications for different audiences • Strong project management skills and ability to lead medium-to-large-scale cross-functional initiatives • Data-driven mindset and ability to analyze data to inform decisions and identify improvements • Strategic understanding of AI and automation for operational efficiency and scalability • Proactive and adaptable in a fast-paced, ambiguous, rapidly evolving environment • Knowledge of key technology systems such as Salesforce, Zendesk, and Google Suite • Fluency in Google Suite and at least two other key systems tools, such as Jira, Salesforce, and Zendesk • Experience working with other internal systems • Familiarity with emerging technologies, particularly AI and automation • Passion for improving mental health care and excitement for Lyra's mission • Bachelor's degree preferred; Master's a plus

🏖️ 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 with up to 3% matching • Monthly tech allowance • Well-being perks and activities • Surprise swag • Regular community celebrations