About the RoleWe are seeking an experienced and visionary VP, Client Services to direct the strategic vision, operations, and continuous evolution of our Care Navigator Team (CNT)-Lyra's member contact center. Reporting directly to our Chief Clinical Operations Officer (CCOO), this role requires a leader who seamlessly blends empathetic, mission-driven leadership with rigorous operational excellence. You will be responsible for scaling a high-touch, clinically sensitive support ecosystem, ensuring that every member journey begins with world-class care and efficiency.
Responsibilities- Strategic Leadership: Own the 3-year strategic vision, operational roadmap, and day-to-day execution of the Care Navigator Team to support Lyra's enterprise growth.
>- Data & Insights: Leverage business intelligence, predictive analytics, and performance insights to elevate service quality, customer experience, and operational consistency at scale.
>- Operational Excellence: Establish and scale service excellence frameworks and KPIs grounded in lean methodologies and continuous improvement.
>- Fiscal Accountability: Drive services margin improvement through rigorous cost optimization, resource forecasting, and the strategic deployment of process automation/AI enablement.
>- Cross-Functional Collaboration: Partner closely with Commercial leadership to align service delivery with key requirements, and with Clinical/Product/Tech to ensure seamless service readiness for new product launches.
>- Culture & Advocacy: Foster a transparent, high-accountability culture that inspires frontline teams, celebrates data-driven decision-making, and maintains high employee engagement through organizational change.
Qualifications- 15+ years of leadership in servicing and operations, at least 5 within healthcare software/SaaS
>- Demonstrated success leading large-scale service transformations, including SaaS transitions, operating model redesign, or enterprise modernization
>- Deep experience using business intelligence, analytics, and performance-management systems to drive operational excellence
>- Strong background in lean, continuous improvement, and scalable service delivery models
>- Proven ability to lead through influence, build cross-functional alignment, and translate strategy into measurable results
>- Exceptional communication, executive presence, and the ability to inspire teams through change
>- Proven track record of successfully integrating AI, LLMs, or advanced automation into contact center workflows to drive agent efficiency and improve member self-service
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$209,000 - $288,000 a year
As a full-time VP of Client Services, you will be employed by Lyra Health, Inc. The anticipated annual base salary range for this full-time position is $209,000 to $288,000. The base range is determined by role and level, and placement within the range will depend on a number of job-related factors, including but not limited to your skills, qualifications, experience and location. This role may also be eligible for discretionary bonuses.
Annual salary is only one part of an employee's total compensation package at Lyra. We also offer generous benefits that include:
- 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 retirement benefits
>- Monthly tech allowance
>- We like to spread joy throughout the year with well-being perks and activities, surprise swag, regular community celebration...and more!
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We can't wait to meet you.
