VP, Client Services

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

📋 Description

• Take ownership of the three-year strategic vision, operational roadmap, and daily execution of the Care Navigator Team to facilitate Lyra's enterprise growth.

• Utilize business intelligence, predictive analytics, and performance insights to enhance service quality, customer experience, and operational consistency on a large scale.

• Develop and implement service excellence frameworks and KPIs based on lean methodologies and a commitment to continuous improvement.

• Enhance service margins by applying rigorous cost optimization, resource forecasting, and strategically deploying process automation and AI enablement.

• Collaborate closely with Commercial leadership to ensure service delivery aligns with crucial requirements, and work with Clinical/Product/Tech teams to guarantee seamless service readiness for new product launches.

• Cultivate a transparent, high-accountability culture that motivates frontline teams, champions data-driven decision-making, and sustains high employee engagement during organizational changes.

⛳️ Requirements

• Over 15 years of leadership experience in service and operations, with a minimum of 5 years in healthcare software/SaaS.

• Proven success in leading large-scale service transformations, including SaaS transitions, operating model redesign, or enterprise modernization.

• Extensive experience with business intelligence, analytics, and performance-management systems aimed at achieving operational excellence.

• Strong foundation in lean practices, continuous improvement, and scalable service delivery models.

• Demonstrated ability to lead through influence, foster cross-functional alignment, and convert strategy into measurable outcomes.

• Excellent communication skills, executive presence, and the capability to inspire teams through periods of change.

• Established record of successfully integrating AI, large language models, or advanced automation into contact center workflows to enhance 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 paid time off policies, including vacation, sick days, and company holidays.

• Paid parental leave.

• 401K retirement benefits.

• Monthly tech allowance.

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