Operations Lead, Adult Outpatient Services

Lyra Health

Operations Lead focusing on operational excellence and program growth for Lyra's mental health care services. Partnering with clients to enhance workplace behavioral health support and employee well-being.

Posted 7/16/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $95,000 - $145,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success operations and program management, with a strong focus on operational excellence and scalable process implementation. Proficient in managing complex customer accounts and fostering trust-based relationships while leveraging data-driven insights and emerging technologies to enhance operational efficiency.

Highest-signal resume keywords

Customer Success OperationsOperational ExcellenceProject ManagementData AnalysisCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program ManagementOperational Process DesignProblem-SolvingCustomer EngagementComplex Account Management

Soft Skills

CommunicationInterpersonal SkillsAdaptabilityProactive MindsetTrust-Building

Tools & Technologies

SalesforceZendeskGoogle SuiteJiraAI and Automation

Industry Keywords

HealthcareTechnologyCustomer SatisfactionProgram GrowthMental Health Care

About the role

Key responsibilities & impact

Lead Customer-Facing Operations: Take ownership of operational responsibilities for Lyra's US customers, including our portfolio of customer specific programs (e.g. 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.
Own and Partner on Provider Recruitment Processes: Drive program growth by partnering with the internal talent acquisition/recruitment teams to scale provider networks for specialized customer accounts. You will lead and coordinate the customer-facing portion of the provider pipeline, including executing customer onboarding requirements, interviewing/meeting with providers once initial recruitment screening is complete, and managing the scheduling and meetings between vetted providers and customers.
Enable Scalable Customer Management: Develop, implement, and refine scalable operational processes and best practices to efficiently handle increasing volume and complexity across our 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 these customer specific programs, 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, Clinical Operations, Engineering, Product, 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 customer specific programs globally. 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.

Requirements

What you’ll need

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 solutions for increased volume and complexity.
Exceptional problem-solving skills, with the ability to analyze situations, identify root causes, and develop creative and effective solutions for complex operational challenges.
Excellent communication and interpersonal skills, with the ability to build trust and rapport with senior-level customer stakeholders. Strong analytical, written, and verbal communication skills; able to skillfully adjust communications for different audiences to influence coordinated action.
Strong project management skills and a demonstrated ability to lead medium-to-large-scale cross-functional initiatives to successful completion.
Data-driven mindset, comfortable with analyzing data to inform decisions and identify areas for improvement, with a strategic understanding of how AI and automation can enhance operational efficiency and scalability.
Proactive and adaptable, thriving in a fast-paced, ambiguous, and rapidly evolving environment.
Knowledgeable of key technology systems (e.g., Salesforce, Zendesk, Google Suite, etc.). Fluent in Google Suite and at least two other key systems tools (e.g., Jira, Salesforce, and Zendesk) and has experience working with other internal systems.
Familiarity with emerging technologies, particularly AI and automation, and their strategic application in optimizing operational workflows and enhancing decision-making.
Passion for improving mental health care and excitement for our mission of leveraging technology to scale access to evidence-based therapies.
Bachelor's degree preferred; Master's a plus.

Benefits

Comp & perks

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 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 celebration…and more!