VP, Client Services

🕒 May 20

🇺🇸 United States – Remote

💵 $209k - $288k / year

⏰ Full Time

🔴 Lead

📁 Client Services

🦅 H1B Visa Sponsor

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Lyra Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

⚕️ Healthcare Insurance

☁️ SaaS

👥 HR Tech

💰 $235M Series F on 2022-01

Healthcare Insurance • SaaS • HR Tech

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 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.

🎯 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

🏖️ 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 • We like to spread joy throughout the year with well-being perks and activities, surprise swag, regular community celebration…and more!