Vice President, Client Services

About Lyra Health

Lyra Health stands as a premier provider of evidence-based mental health services, delivering care to more than 20 million individuals worldwide through employer partnerships and over 100 million via healthcare plan affiliations. With a record of over 15 million therapy sessions conducted and in excess of 35 peer-reviewed research publications, Lyra demonstrates superior outcomes in accessibility, clinical effectiveness, and cost containment. Their innovative care model aids patients in recovering twice as quickly, significantly reducing overall healthcare claims costs by 26% annually. Lyra's latest advancement is Lyra Empower, an integrated AI-powered platform that fuses top-tier clinical care with cutting-edge technology.

Role Overview

We are looking for a seasoned and forward-thinking Vice President of Client Services tasked with shaping the strategic direction, operational oversight, and ongoing development of our Care Navigator Team (CNT)—the key contact center for members. Reporting to the Chief Clinical Operations Officer, the successful candidate will combine compassionate leadership with a strong commitment to operational excellence, expanding a high-touch, clinically attuned support system that ensures a seamless, high-quality member experience.

Key Duties

• Develop and implement a comprehensive three-year strategic plan and operational framework to grow the Care Navigator Team in line with enterprise objectives.
• Utilize data analytics, predictive modeling, and performance metrics to enhance service levels, customer satisfaction, and operational consistency broadly.
• Set up and scale frameworks for service quality based on lean principles and continuous process improvements.
• Manage fiscal outcomes by optimizing costs, accurately forecasting resources, and integrating automated and AI-driven solutions to improve service margins.
• Collaborate extensively with commercial leaders and clinical, product, and technology teams to ensure coordinated service delivery and readiness for new product introductions.
• Cultivate a transparent and accountable culture that motivates frontline employees, emphasizes data-informed decision-making, and maintains high engagement during organizational transitions.

Qualifications

• Over 15 years' leadership experience in service operations, including a minimum of 5 years within healthcare software or SaaS industries.
• Proven expertise in orchestrating wide-ranging service transformations such as SaaS adoption, operating model overhauls, or enterprise upgrades.
• Strong proficiency leveraging business intelligence and analytics platforms to achieve operational excellence.
• In-depth understanding of lean methodologies, continuous improvement strategies, and scalable service model development.
• Effective leadership through influence, cross-functional collaboration, and strategic execution yielding measurable business results.
• Outstanding communication skills coupled with executive presence and an ability to guide teams through change.
• Track record integrating AI, large language models (LLMs), and advanced automation within contact center environments to improve agent productivity and enhance self-service for members.

Additional Information

Lyra Health is an equal opportunity employer, committed to non-discrimination across all protected categories. Applicants' personal data will be handled according to Lyra's Workforce Privacy Notice and applicable privacy laws, ensuring security and confidentiality. Candidates may provide sensitive information voluntarily for diversity initiatives, and data subjects retain rights to access, correct or delete their personal data within legal constraints. Artificial intelligence tools may assist recruitment processes, but human judgment drives all hiring decisions.

Compensation and Benefits

The anticipated annual salary range for this role is $209,000 to $288,000, with final placement based on skills, qualifications, experience, and geographic location. This position may also qualify for discretionary performance bonuses. Lyra offers an extensive benefits package including comprehensive healthcare coverage (medical, dental, vision, FSAs/HSAs, life and disability insurance), coaching and therapy services, equity in the company via restricted stock units, generous paid time off policies, parental leave, a 401(k) plan, monthly technology stipends, and various community and wellness perks throughout the year.