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Operations Lead, Therapy Ops - Job Opportunity at Lyra Health

Remote, US
Full-time
Mid-level
Posted: July 3, 2025
Remote
USD 95,000 - 146,000 per year

Benefits

Comprehensive healthcare coverage providing complete medical, dental, vision, FSA/HSA, life and disability insurance protection
Gender-affirming surgery coverage demonstrating commitment to inclusive healthcare
Access to Lyra's coaching and therapy services for employees and eligible dependents
Equity participation through discretionary restricted stock units offering ownership stake
Competitive paid time off including vacation, sick days, and company holidays
Paid parental bonding leave for both birthing and non-birthing parents
401k retirement benefits with employer matching
Employee well-being program including fertility and family building support
Maternity program providing comprehensive maternal care support
Employer discount marketplace for cost savings on various products and services
Pet insurance coverage for employee pets
Financial planning tools and resources
UberEats stipend for meal convenience
Legal services access for personal matters
Monthly technology stipend supporting remote work needs
Regular community celebrations and surprise perks enhancing workplace culture

Key Responsibilities

Lead strategic customer-facing operations for Lyra's innovative Onsite Program, serving as primary operational contact for US-based enterprise customers and directly impacting customer satisfaction metrics
Develop and implement scalable operational processes that enable efficient management of increasing customer account volume and complexity, directly contributing to company growth objectives
Drive operational excellence initiatives that improve program efficiency and profitability through enhanced provider utilization and customer satisfaction improvements
Operate with strategic autonomy to identify and address operational risks, manage complex projects, and leverage emerging AI technologies for process optimization and predictive insights
Proactively mitigate complex operational challenges within customer accounts by working cross-functionally to devise and implement effective solutions that prevent escalations
Facilitate critical cross-functional partnerships with Customer Success, Provider Success, Engineering, Product, Clinical, and GTM teams to optimize program performance and resolve customer issues
Contribute to program growth initiatives and team culture development by actively participating in strategic discussions and providing leadership in team culture improvements

Requirements

Education

Bachelor's degree preferred; Master's a plus

Experience

5+ years of progressive experience in customer success operations, account management, or program management within the healthcare or technology sectors

Required Skills

Direct customer engagement and relationship building Managing complex customer accounts Designing and implementing scalable operational processes Exceptional problem-solving and root cause analysis Excellent communication and interpersonal skills Strong project management and cross-functional leadership Data-driven decision making and analysis Proactive and adaptable mindset Fluency in Google Suite and at least two other key systems tools (e.g., Jira, Salesforce, Zendesk) Familiarity with emerging technologies, particularly AI and automation Strategic understanding of AI and automation applications
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Sauge AI Market Intelligence

Industry Trends

The digital health market is experiencing unprecedented growth driven by increased awareness of mental health importance and employer recognition of workplace wellness ROI. Mental health benefits have become a competitive differentiator in talent acquisition and retention strategies, with companies investing heavily in comprehensive mental health programs. The integration of AI and automation in healthcare operations is transforming service delivery models, enabling more personalized and efficient care coordination. Onsite workplace mental health programs are emerging as a premium service offering, representing a shift from traditional employee assistance programs to proactive, accessible mental health support directly in the workplace environment. The customer success operations field is evolving rapidly as B2B companies recognize the critical importance of operational excellence in driving customer retention and expansion. There's a growing emphasis on scalable processes and predictive analytics to manage increasing customer complexity and volume. Cross-functional collaboration has become essential as customer success teams work more closely with product, engineering, and clinical teams to deliver integrated solutions. The healthcare technology sector specifically is seeing increased demand for professionals who can bridge operational efficiency with clinical outcomes and regulatory compliance.

Salary Evaluation

The offered salary range of $95,000-$146,000 is competitive and well-positioned for this mid-level operations role in the healthcare technology sector. This range reflects the specialized nature of healthcare operations combined with the premium associated with mental health technology companies. The significant range spread indicates strong potential for negotiation based on experience level and specific qualifications. Compared to similar roles in traditional healthcare or general technology companies, this compensation is on the higher end, reflecting Lyra's strong funding position and the competitive landscape for healthcare technology talent.

Role Significance

Based on the organizational structure described, this role likely involves managing operational relationships across multiple customer accounts while coordinating with various internal teams. The Operations Lead would typically work within a team of 5-10 operations professionals, with direct collaboration across Customer Success, Provider Success, Engineering, Product, Clinical, and GTM teams. The role involves facilitating cross-functional teams for medium to large-scale initiatives, suggesting coordination of 10-15 professionals across different departments.
This role represents a solid mid-level position with significant autonomy and strategic impact. The Operations Lead will have substantial influence over customer relationships and operational processes, with direct reporting to senior management. The role combines tactical execution with strategic thinking, requiring both hands-on operational work and high-level process development. The emphasis on leading cross-functional initiatives and managing complex customer accounts indicates this is a role with meaningful organizational impact and visibility.

Key Projects

Implementation of scalable operational processes for onsite program expansion across multiple enterprise customers Development and deployment of AI-powered operational insights and predictive analytics for customer success optimization Cross-functional initiatives to improve provider utilization and customer satisfaction metrics Customer onboarding and success program optimization for enterprise accounts Operational risk mitigation projects addressing complex customer challenges Process standardization and best practice implementation across the global onsite program portfolio

Success Factors

Developing deep expertise in both healthcare operations and customer success methodologies, enabling effective translation between clinical outcomes and business objectives while maintaining operational efficiency Building strong relationships with enterprise-level stakeholders who can influence contract renewals and program expansion, requiring exceptional communication skills and ability to present complex operational solutions to executive audiences Mastering the integration of emerging technologies, particularly AI and automation, into operational workflows to drive efficiency and provide predictive insights that anticipate customer needs and operational challenges Cultivating cross-functional leadership capabilities to coordinate complex initiatives across multiple departments while maintaining focus on customer satisfaction and operational excellence Developing strategic thinking abilities to identify operational risks and opportunities that can significantly impact program growth and customer retention in the competitive mental health technology landscape

Market Demand

High demand exists for professionals with this specific combination of healthcare operations experience, customer success expertise, and technology sector knowledge. The mental health technology sector is experiencing rapid growth with significant investment, creating strong job security and career advancement opportunities. The specialized nature of onsite workplace mental health programs creates a niche expertise that is highly valued in the market.

Important Skills

Critical Skills

Customer relationship management and enterprise stakeholder engagement skills are absolutely essential as this role serves as the primary operational contact for Fortune 500 companies, requiring ability to build trust and manage complex relationships that directly impact contract renewals and program expansion Operational process design and scalability expertise is crucial for managing increasing customer volume and complexity, as the company's growth depends on efficiently serving more enterprise customers without proportional increases in operational costs Cross-functional leadership and project management capabilities are vital for coordinating initiatives across Customer Success, Provider Success, Engineering, Product, Clinical, and GTM teams, as program success depends on seamless integration across these functions Data analysis and AI/automation integration skills are increasingly important as the healthcare technology sector moves toward predictive analytics and automated operational insights to improve service delivery and customer outcomes

Beneficial Skills

Healthcare industry knowledge and understanding of clinical workflows would provide valuable context for operational decisions and customer interactions in the mental health space Experience with enterprise software implementation and customer onboarding processes would enhance ability to scale operational processes for new customer accounts Knowledge of regulatory compliance requirements in healthcare technology would support operational risk management and customer assurance Background in change management and organizational development would be valuable for driving operational excellence initiatives and team culture improvements Experience with financial analysis and business case development would support strategic decision-making and program profitability optimization

Unique Aspects

The role combines traditional customer success operations with healthcare service delivery, requiring understanding of both business operations and clinical outcomes in mental health care
Focus on onsite workplace mental health programs represents a unique market segment that bridges traditional healthcare delivery with innovative workplace wellness approaches
Integration of AI and automation technologies into healthcare operations provides cutting-edge experience in emerging technology applications
Direct impact on mental health access and outcomes for employees at major corporations, offering meaningful mission-driven work
Opportunity to work with a well-funded, rapidly growing company led by experienced technology executives
Exposure to enterprise-level customer relationships and complex operational challenges in a highly regulated healthcare environment

Career Growth

Career progression to senior management roles typically occurs within 3-5 years for high-performing professionals in this field, with potential for faster advancement given the rapid growth of the mental health technology sector. The specialized expertise gained in this role, combined with the operational scale and complexity of managing enterprise customers, provides strong preparation for executive-level positions.

Potential Next Roles

Senior Operations Manager or Director of Operations roles within healthcare technology companies, focusing on larger-scale operational strategy and team leadership Customer Success Director positions at enterprise software companies, particularly those serving healthcare or employee wellness markets Vice President of Operations roles at mid-stage healthcare technology companies, with responsibility for operational strategy and cross-functional leadership General Manager or Head of Business Operations roles combining operational excellence with strategic business development Consulting roles specializing in healthcare technology operations and customer success strategy

Company Overview

Lyra Health

Lyra Health represents a leading player in the digital mental health space, having raised over $900 million in funding and serving nearly 20 million people through partnerships with Fortune 500 companies including Morgan Stanley, Uber, and Amgen. Founded by David Ebersman, former CFO of Facebook and Genentech, the company combines strong financial backing with experienced leadership in scaling technology companies. Lyra's focus on workplace mental health through their innovative onsite programs positions them at the intersection of several high-growth markets: digital health, employee wellness, and B2B enterprise software.

Lyra Health holds a strong competitive position in the employer-sponsored mental health benefits market, with their onsite program representing a differentiated offering that goes beyond traditional employee assistance programs. The company's ability to secure partnerships with major Fortune 500 companies demonstrates strong market validation and sales execution capabilities. Their substantial funding and experienced leadership team provide significant advantages in scaling operations and investing in technology innovation.
As a remote-first company with a focus on US-based enterprise customers, this role offers the opportunity to work with a geographically distributed team while serving some of the largest employers in the United States. The remote work structure provides flexibility while maintaining focus on serving enterprise customers who value in-person onsite program delivery.
Lyra Health's culture emphasizes mission-driven work focused on improving mental health access and outcomes. The company's commitment to comprehensive benefits, including their own mental health services for employees, demonstrates alignment between their mission and internal practices. The emphasis on operational excellence, cross-functional collaboration, and autonomous decision-making suggests a culture that values both individual contribution and team success.
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