Operations Lead, Adult Outpatient Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead Customer-Facing Operations: Take charge of operational duties for Lyra's US clientele, including our array of customer-specific programs (e.g. Onsite Program). You will be the primary contact for customer-related operational requirements, managing inquiries, ensuring smooth program delivery, and nurturing strong client relationships.

• Own and Partner on Provider Recruitment Processes: Propel program growth by collaborating with internal talent acquisition and recruitment teams to expand provider networks for specialized customer accounts. You will oversee the customer-facing aspect of the provider pipeline, including executing onboarding requirements, interviewing providers post-initial screening, and coordinating meetings between vetted providers and customers.

• Enable Scalable Customer Management: Create, implement, and enhance scalable operational processes and best practices to effectively manage increasing volume and complexity across our customer accounts. Emphasize proactive problem-solving and efficiently addressing escalations as the program evolves.

• Drive Operational Excellence Initiatives: Spearhead medium-to-large-scale operational projects aimed at boosting overall program efficiency and profitability. This entails improving provider utilization within specific customer programs, enhancing customer satisfaction, and applying Onsite best practices across your managed accounts.

• Operate with Autonomy and Strategic Insight: Take independent initiative to tackle key operational or team challenges. Actively identify operational risks and advocate for the most effective solutions, overseeing their execution. Manage multiple operational projects or a complex project with some support, balancing meticulous attention to detail with overarching strategic and business objectives, including utilizing emerging technologies like AI for process optimization and predictive insights to establish clear pathways forward and meet aggressive deadlines.

• Mitigate Complex Challenges: Proactively recognize and resolve potential operational obstacles and intricate challenges within your customer accounts, collaborating cross-functionally to develop and implement effective solutions.

• Facilitate Cross-Functional Partnership: Work closely with internal teams such as Customer Success, Clinical Operations, Engineering, Product, and GTM to efficiently address customer-related issues and enhance program performance. Collaborate with cross-functional teams to identify and resolve program risks and challenges, establishing the framework and cadence for medium to large cross-functional teams, creating materials, and facilitating meetings with minimal assistance from the Sr. Global Onsite Manager and other senior team members.

• Contribute to Program Growth and Culture: Engage actively in discussions and initiatives that foster the overall growth, standardization, and success of Lyra's customer-specific programs on a global scale. Invest in team culture and "ways of working," proactively seeking opportunities to enhance team dynamics and providing constructive feedback to colleagues, thus shaping team culture and collaboration.

⛳️ Requirements

• 5+ years of progressive experience in customer success operations, account management, or program management within the healthcare or technology sectors, emphasizing operational excellence.

• Highly adept in direct customer engagement, confident in leading meetings, presenting solutions, and building strong, trust-based relationships.

• Proven history of managing complex customer accounts and enhancing customer satisfaction.

• Demonstrated capability to design and implement scalable operational processes and solutions to handle increasing volume and complexity.

• Exceptional problem-solving abilities, with proficiency in analyzing situations, identifying root causes, and developing innovative and effective solutions for complex operational issues.

• Excellent communication and interpersonal skills, capable of establishing trust and rapport with senior-level customer stakeholders. Strong analytical, written, and verbal communication skills; able to adjust communications effectively for various audiences to influence coordinated actions.

• Strong project management skills and a proven record of leading medium-to-large-scale cross-functional initiatives to successful completion.

• Data-driven mindset, comfortable with analyzing data to guide decisions and spot improvement areas, with a strategic understanding of how AI and automation can enhance operational efficiency and scalability.

• Proactive and adaptable, excelling in a fast-paced, ambiguous, and rapidly changing environment.

• Knowledgeable of key technology systems (e.g., Salesforce, Zendesk, Google Suite, etc.). Proficient in Google Suite and at least two other key systems tools (e.g., Jira, Salesforce, and Zendesk) with experience using various internal systems.

• Familiarity with emerging technologies, especially AI and automation, and their strategic application in optimizing operational workflows and improving decision-making.

• Passionate about enhancing mental health care and excited about our mission to leverage technology to expand access to evidence-based therapies.

• Bachelor's degree preferred; Master's degree is 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 paid time off policies including vacation, sick days, and company holidays

• Paid parental leave

• 401K with up to 3% matching

• Monthly tech allowance

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