Senior Manager, Clinical Care Operations

About Lyra Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions. Role Overview The Senior Manager, Clinical Care Operations is a key strategic leadership role within the International Care Operations department. Reporting directly to the Director of Care Operations, this role is responsible for the strategic oversight, alignment, and operational maturity of core clinical care delivery functions across our central international clinical teams. The Senior Manager moves beyond day-to-day tactical execution to lead through strategic map-building, cross-functional integration, and macro-level governance. You will oversee core, central, and adjacent clinical care delivery and case management functions. Your primary objective is ensuring these teams are positioned to drive scalable, high-quality care. In addition to driving excellence within central care operations, this role carries a global charter: to test, refine, and establish clinical care operations best practices that set the standard for clinical operations worldwide, in partnership with global colleagues. Location: South Africa (Remote) Hours: 8am to 5am, this is a perm / full time position. The role is a permanent five (5) day a week role. Flexibility in working hours: Candidates should demonstrate flexibility due to the global nature of the business, they will be required to attend meetings outside of their normal office hours to support APAC and US regions. Occasionally early start (APAC region) and late finishes (Global US meetings) - A few times a week. Travel: The successful individual will be required to travel for work purposes on occasion. Key Responsibilities & Strategic Scope 1. Strategic Oversight & Operations Management Macro-Level Governance: Exercise strategic oversight over central case management, core clinical delivery, and adjacent care teams. Ensure operational designs, capacity models, and workflows are fit for purpose and adaptable to organizational scale. SLA & Performance Delivery: Accountable for ensuring operational teams meet or exceed core SLAs, quality metrics, and commercial/efficiency targets (e.g., turnaround times, clinical reliable improvement scores, case closure rates, CSAT). Process & Workflow Optimization: Identify systemic operational bottlenecks and lead high-impact, complex operational initiatives to modernize processes, automate lifecycle transitions, and enhance service efficiency without compromising clinical safety. 2. Global Operations & Scalability Global Best Practices Standard-Setting: Serve as a strategic partner to global clinical leads to design, pilot, and refine clinical care operational best practices within central teams, establishing blueprints for global clinical operations around the world. …