Senior Manager, Clinical Care Operations

About the role

Lyra Health, a provider of mental health solutions for employers serving more than 20 million people globally, is hiring a Senior Manager, Clinical Care Operations. The role sits in the International Care Operations department, reporting to the Director of Care Operations, and covers central case management, core clinical delivery and adjacent care teams. It is a permanent, full-time, five-day-a-week position based in South Africa (remote), with flexible hours including occasional early starts and late finishes to support APAC and US regions, and occasional travel.

Key responsibilities

• Oversee central case management, clinical delivery and adjacent teams, ensuring operational designs, capacity models and workflows are fit for purpose.
• Ensure teams meet core SLAs, quality metrics and commercial/efficiency targets such as turnaround times, case closure rates and CSAT.
• Identify operational bottlenecks and lead initiatives to modernise processes, automate lifecycle transitions and improve efficiency without compromising clinical safety.
• Partner with global clinical leads to design, pilot and refine clinical care operational best practices and ensure central workflows and tools are scalable for international use.
• Work with Customer Success to support evolving customer needs, and with Clinical Governance to turn clinical standards into operational workflows.
• Partner with Product and Salesforce Development teams on tooling, system enhancements and automation, and with Quality Assurance and Implementation teams on quality metrics and program rollouts.

Required profile

• 7+ years of progressive leadership experience in clinical care operations, case management or healthcare operations at a senior manager level.
• Strong background in clinical service delivery, mental health operations or managed care.
• Experience designing operational frameworks for international healthcare or clinical operations.
• Master's degree or higher in Clinical/Counseling/Industrial Psychology, Healthcare Administration, Operations or Business Administration (mental healthcare experience preferred).

Required skills

• Proven experience partnering with product and engineering teams to optimise CRM systems such as Salesforce and automated workflows.
• Project governance using frameworks such as DACI, risk appraisal and decision-making.
• Stakeholder management across Product, Customer Success, Governance, QA and global executive teams.