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Lyra Health is seeking a Senior Manager, Clinical Care Operations to lead strategic oversight of clinical care delivery and case management functions across international central teams. Reporting to the Director of Care Operations, you will move beyond tactical execution to drive strategic map-building, cross-functional integration, and macro-level governance of core clinical care delivery and case management functions.
Key responsibilities include:
**Strategic Oversight & Operations Management:** Exercise macro-level governance over central case management, core clinical delivery, and adjacent care teams. Ensure operational designs, capacity models, and workflows are fit for purpose and scalable. Accountable for meeting or exceeding SLAs, quality metrics, and commercial/efficiency targets (turnaround times, clinical improvement scores, case closure rates, CSAT). Identify systemic bottlenecks and lead high-impact operational initiatives to modernize processes, automate transitions, and enhance efficiency without compromising clinical safety.
**Global Operations & Scalability:** Serve as strategic partner to global clinical leads to design, pilot, and refine clinical care operational best practices within central teams, establishing blueprints for global deployment. Ensure all operational workflows, tools, and service delivery frameworks are scalable, adaptable, and aligned for international deployment.
**Cross-Functional Strategic Alignment:** Partner with Customer Success leadership to ensure central clinical operations support evolving customer needs across product streams. Collaborate with Clinical Governance to interpret clinical standards and translate them into actionable workflows while maintaining compliance and clinical safety. Work directly with Product and Salesforce Development teams to scope and implement tooling and system enhancements. Coordinate with Quality Assurance and Implementation teams on quality metrics and program rollouts.
**Required Competencies:** Strategic thinking and roadmap execution; complex project and program governance; risk appraisal and decision-making; high autonomy with minimal supervision; cross-functional influence and matrix management; problem-solving and clear communication; dual product-stream literacy; and leadership that fosters psychological safety and team engagement.
**Requirements:**
- 7+ years of progressive leadership experience in clinical care operations, case management, or healthcare operations, with demonstrated experience at Senior Manager/strategic oversight level
- Strong background in clinical service delivery, mental health operations, or managed care environments
- Demonstrated experience working with or designing operational frameworks for international healthcare/clinical operations
- Proven experience partnering with product and engineering teams to optimize CRM systems (e.g., Salesforce) and automated workflows
- Master's degree or higher in Clinical/Counseling/Industrial Psychology, Healthcare Administration, Operations, Business Administration (with Mental Healthcare experience), or related field preferred
**Role Details:** Permanent, full-time position based in South Africa (remote). Standard hours 8am–5pm with flexibility required for global meetings (APAC and US regions). Occasional early starts and late finishes a few times per week. Occasional travel required.
