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.
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