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About Lyra Health

Lyra Health provides evidence-backed mental health care to more than 20 million people worldwide through employer partnerships and reaches over 100 million people through health plan and partner relationships. The organization has delivered more than 15 million mental health sessions and published over 35 peer-reviewed studies demonstrating strong access, clinical effectiveness, and cost efficiency. Research indicates that Lyra’s care model helps people recover twice as quickly and reduces overall healthcare claims costs by 26% each year. Through Lyra Empower, its fully integrated AI-driven platform, the company combines high-quality care with technology to improve how mental health support is delivered.

About the Role

Lyra Health is looking for a seasoned and forward-thinking VP, Client Services to lead the strategic direction, operations, and ongoing development of the Care Navigator Team, which serves as Lyra’s member contact center. Reporting to the Chief Clinical Operations Officer, this leader will combine compassionate, mission-aligned leadership with strong operational discipline. The role focuses on growing a high-touch, clinically sensitive support environment so every member experience starts with exceptional care and efficiency.

Key Responsibilities

Set and own the three-year strategy, operating plan, and daily execution for the Care Navigator Team in support of enterprise growth.
Use business intelligence, forecasting, and performance data to improve service quality, member experience, and consistency at scale.
Build and expand service excellence standards and KPI frameworks using lean practices and continuous improvement methods.
Improve service margin through cost control, capacity planning, and smart use of automation and AI enablement.
Work closely with Commercial leadership to align delivery with business needs, and with Clinical, Product, and Tech teams to prepare for new product launches.
Shape a culture of transparency, accountability, data-led decision-making, and strong employee engagement during periods of change.

Qualifications

At least 15 years of leadership experience in service and operations, including a minimum of 5 years in healthcare software or SaaS.
Proven ability to lead major service transformation efforts such as SaaS migrations, operating model redesigns, or enterprise modernization.
Strong command of business intelligence tools, analytics, and performance management systems.
Deep experience with lean methods, continuous improvement, and scalable service delivery models.
Ability to lead through influence, align cross-functional teams, and turn strategy into measurable business outcomes.
Excellent communication skills, executive presence, and the ability to guide teams effectively through change.
Hands-on success integrating AI, LLMs, or advanced automation into contact center workflows to improve agent productivity and strengthen self-service.

Benefits

Comprehensive health coverage, including medical, dental, vision, FSA/HSA, life insurance, and disability insurance.
Access to Lyra coaching and therapy services for employees.
Equity participation through discretionary restricted stock units.
Paid time off policies that include vacation, sick leave, and company holidays.
Paid parental leave.
401(k) retirement benefits.
Monthly technology stipend.
Additional well-being perks, activities, surprise swag, and community celebrations throughout the year.

Additional Information

Lyra Health is an equal opportunity employer and makes hiring decisions without regard to race, color, religion, sex including pregnancy, national origin, age, disability, genetic information, or any other legally protected status.

By submitting an application, you acknowledge that your personal information will be handled in line with Lyra Health’s workforce privacy notice. The company may collect details such as your name, email address, gender identity, employment history, and phone number to assess your suitability, skills, qualifications, and interests for the role. It may also collect optional sensitive data such as race, ethnicity, and sexual orientation for diversity and inclusion purposes, where permitted by law. This information is retained only as long as necessary for the stated purposes. Lyra does not sell or share personal information as defined by CPRA. Applicants outside the United States may have rights to access, copy, delete, restrict, object to, or correct their personal data, subject to applicable legal limits. Privacy requests can be directed to [email protected].

The company may use AI tools to support parts of recruitment, such as application review, resume analysis, interview summarization, and response assessment. These tools assist the recruiting team but do not replace human judgment, and final hiring decisions are made by people.

This is a full-time position employed by Lyra Health, Inc. The annual base pay range is $209,000 to $288,000. Placement within that range depends on role level and job-related factors such as skills, qualifications, experience, and location. The role may also qualify for discretionary bonuses.

VP, Client Services