Senior Manager, Clinical Care Operations
L
Lyra HealthMental health care
South Africa (Remote), Hours: 8am to 5am. Flexible working hours are required to attend meetings outside normal office hours supporting APAC and US regions, including occasional early starts and late finishes a few times a week.Full-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 7+ years of progressive leadership experience in clinical care operations, case management, or healthcare operations
- Required Skills
- SalesforceRisk Management
Requirements
- Bring 7+ years of progressive leadership experience in clinical care operations, case management, or healthcare operations.
- Demonstrate experience operating at Senior Manager or strategic oversight level.
- Have a strong background in clinical service delivery, mental health operations, or managed care environments.
- Bring experience working with or designing operational frameworks for international healthcare or clinical operations.
- Have experience partnering with product and engineering teams to optimize CRM systems and automated workflows.
- Demonstrate the ability to translate long-term business vision into operational execution plans.
- Have a track record managing complex cross-functional projects with interdependent workstreams; DACI is given as an example framework.
- Demonstrate risk management, appraisal, and decision-making capabilities.
- Be able to work autonomously with minimal supervision and establish escalation thresholds.
- Demonstrate stakeholder management and influence across cross-functional and global teams.
- Be able to interpret high volumes of input and data, identify salient issues, and communicate priorities clearly.
- Understand differing operational models and delivery nuances across EAP product offerings.
- Demonstrate a leadership style that fosters psychological safety and engagement while holding managers and teams accountable.
- A master’s degree or higher in Clinical, Counseling, or Industrial Psychology; Healthcare Administration; Operations; Business Administration with Mental Healthcare experience; or a related field is preferred.
Responsibilities
- Provide strategic oversight of central case management, core clinical delivery, and adjacent care teams.
- Ensure operational designs, capacity models, and workflows support quality care and organizational scale.
- Hold operational teams accountable for SLAs, quality metrics, and commercial and efficiency targets.
- Identify systemic bottlenecks and lead complex initiatives to modernize processes, automate lifecycle transitions, and improve service efficiency while maintaining clinical safety.
- Partner with global clinical leads to design, pilot, and refine clinical care operational best practices.
- Ensure central workflows, tools, and service delivery frameworks are scalable and suitable for international deployment.
- Partner with Customer Success leadership to support evolving customer needs across product streams.
- Work with Clinical Governance to translate clinical standards into operational workflows and maintain compliance, ethical rigor, and clinical safety.
- Partner with Product and Salesforce Development teams to scope and implement tools, system enhancements, and automation.
- Coordinate with Quality Assurance and Implementation teams on quality metrics, clinical standards, program rollouts, and client onboardings.
View Full Description & ApplyYou'll be redirected to the employer's site
