Operations Lead, Therapy Ops

About Lyra HealthLyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, nearly 20 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.
About the RoleThis is a dynamic and pivotal role focused on driving operational excellence and scalability for Lyra's Onsite Program for our employer customers. Our Onsite Program provides dedicated behavioral health support (i.e. therapy) directly in the workplace, which enhances access to care and increases employee well-being and productivity. Reporting to the Sr. Global Onsite Manager, you will be instrumental in managing operational relationships with our US-based customers, ensuring exceptional customer satisfaction and program efficacy. This role is perfect for someone with a strong background in customer success operations within start-up, tech, or healthcare, who is energized by engaging directly with customers, operating autonomously, building scalable processes, mitigating complex challenges, and strategically contributing to program growth.

Responsibilities

• Lead Customer-Facing Operations: Take ownership of operational responsibilities for Lyra's US customers, specifically our unique Onsite Program. You'll serve as a primary point of contact for customer-facing operational needs, including managing inquiries, ensuring seamless program delivery, and fostering strong client relationships
• Enable Scalable Customer Management: Develop, implement, and refine scalable operational processes and best practices to efficiently handle increasing volume and complexity across our onsite customer accounts. Focus on proactive problem-solving and effectively addressing escalations as the program expands
• Drive Operational Excellence Initiatives: Lead medium-to-large-scale operational initiatives to improve overall program efficiency and profitability. This includes enhancing provider utilization within Onsite Program, increasing customer satisfaction, and implementing Onsite best practices across your managed accounts
• Operate with Autonomy and Strategic Insight: Actively take independent initiative to address key operational or team challenges. Proactively identify operational risks and advocate for the most effective solutions, driving their implementation. Manage multiple operational projects or a complex operational project with some support, balancing strong attention to detail with broader strategic and business goals, including leveraging emerging technologies like AI for process optimization and predictive insights, to identify clear pathways forward and support aggressive deadlines
• Mitigate Complex Challenges: Proactively identify and address potential operational roadblocks and complex challenges within your customer accounts, working cross-functionally to devise and implement effective solutions
• Facilitate Cross-Functional Partnership: Collaborate extensively with internal teams such as Customer Success, Provider Success, Engineering, Product, Clinical, and GTM to effectively resolve customer-related issues and optimize program performance. Partner closely with cross-functional teams to address and resolve program risks and challenges, setting up the structure and cadence for medium to large cross-functional teams, creating materials, and facilitating meetings with minimal support from Sr. Global Onsite Manager and other senior team members
• Contribute to Program Growth and Culture: Actively participate in discussions and initiatives that contribute to the overall growth, standardization, and success of Lyra's Global Onsite Program. Invest in team culture and "ways of working," proactively identifying opportunities to improve team culture and provide thoughtful feedback to fellow team members, actively contributing to shaping team culture and working dynamics.

Qualifications

• 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, comfortable leading customer meetings, presenting solutions, and fostering strong, 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 s