Lyra Health

• Managing crises and providing in-the-moment telephone support to clients with complex behavioral health issues • Ensuring client safety and connecting clients to high-quality, evidence-based providers and facilities • Supporting clients in connecting to care, exclusively by phone and email • Adopting new technology platforms and having a growth mindset • Working Sunday - Thursday: 12am-8:30am PT (1am-9:30am MT / 2am-10:30am CT / 3am-11:30am ET)

• Lyra’s provider network is composed of in-person and virtual therapists, physicians, and coaches across the US • With our supportive provider platform, and opportunities for training and clinical consultation, being part of our network is an incredible chance to do what you love (like client care) with support for the things you don’t love (like self promotion and scheduling) • We are looking for contract licensed telehealth therapists who are passionate about whole-person, whole family mental health care to join our clinical team • This opportunity is a great fit if you’re an independently licensed clinical therapist with experience providing culturally responsive, evidence-based therapy for children, teens, and their families • This opportunity is ideal for providers seeking well-matched and motivated pediatric clients • Providers who are excited to pilot innovative care protocols and techniques, grounded in evidence-based practice; and participate in training on our proprietary curriculum and collaborative care model are encouraged to apply

• Draft, compile, and coordinate content for our monthly commercial newsletter. • Provide ad-hoc assistance to the sales and account management teams by helping create and polish customer-facing presentations. • Manage the daily posting schedules and basic content translation for Lyra’s localized European professional profiles. • Set up, launch, and monitor paid and organic lead-generation campaigns on LinkedIn. • Serve as the main internal point of contact for our external SEO agency.

Role Description Lyra Health is looking for a Senior Group Manager who is energized by engaging with customers, building relationships, and delivering results. Reporting to the Director of Customer Success, you will lead a subset of the team. You should be highly organized, detail-oriented, and resourceful. This role will be a great fit for you if you are a doer, passionate about making a difference, comfortable with ambiguity, and are naturally collaborative. - Hire, develop, and retain a team of high-performing Customer Success Managers while ensuring operational consistency across customer tiers and segments. - Partner with the Customer Success Director to monitor team performance, optimize operational procedures, and elevate training or enablement needs. - Coach Customer Success Managers to maximize member engagement, customer retention, revenue growth, and value actualization through strategic reporting. - Drive team accountability for core department KPIs, including renewal rates, customer retention, net-new revenue expansion, and customer satisfaction. - Provide consolidated reporting on team achievements, identifying business risks or macroeconomic trends blocking desired results. - Lead risk management strategies across assigned segments to address talent, relationship, and revenue risks through cross-functional reviews and account meetings. - Oversee monthly revenue forecasting, ensuring strategies are deployed to mitigate financial risks and support underperforming accounts. - Manage executive-level client engagement and high-visibility clinical or operational escalations alongside your team. - Represent the Customer Success department in late-stage prospect finalist meetings and strategic internal deal reviews. - Collaborate closely with cross-functional partners across Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to ensure the voice of the customer is reflected across all business units. - Manage customer relationships as needed. Qualifications - 10+ years of work experience in a high-growth, fast-paced environment; experience leading Customer Success or similar teams is preferred. - 5+ years of management experience. - Experience in employer-sponsored health benefits space required. - Ability to effectively organize and manage multiple company initiatives and proven ability to positively influence peers. - Excellent listening and communication skills both verbal and written, with an emphasis on quickly gaining trust; can build relationships at all organizational levels both externally and internally. - Ability to communicate effectively with senior management. - Experience with tools such as Salesforce and Tableau. Experience with Gainsight is a plus. - Passion for mental health and changing the healthcare landscape. Requirements - $134,000 - $184,000 a year. - The anticipated annual base salary range for this full-time position is $134,000-$184,000. - The base range is determined by role and level, and placement within the range will depend on a number of job-related factors, including but not limited to your skills, qualifications, experience and location. - This role may also be eligible for discretionary bonuses. Benefits - Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances). - Lyra for Lyrians; coaching and therapy services. - Equity in the company through discretionary restricted stock units. - Competitive time off with pay policies including vacation, sick days, and company holidays. - Paid parental leave. - 401K with up to 3% matching. - Monthly tech allowance. - We like to spread joy throughout the year with well-being perks and activities, surprise swag, regular community celebration…and more!

• To provide the first point of contact for employees accessing Lyra Israel • To provide all the services to which the caller is entitled in a professional and respectful manner and to standards agreed with the Clinical and Operations Manager • To accurately capture all information on the database pertinent to the clinical management of the case • To adhere to all clinical protocols, standards, and procedures as laid out by the Clinical and Operations Manager • To adhere to the operational standards as set out by Clinical and Operations Manager

• Participate in training related to Lyra’s evidence-based mental health coaching model. • Support clients around their emotional and mental health by practicing empathy, holding a warm, safe space, exploring difficult emotions, focusing on coaching the person rather than trying to solve or fix the problem, and offering research-backed skills and practices • Share assessments with your clients between sessions to enhance learning, monitor client improvement, and ensure clients are receiving the right form of care. • Engage in ongoing clinical consultation with Lyra’s expert clinical team who will help you ensure clients are in the right form of care • Maintain adherence to Lyra’s coaching model and quality standards

• Lead the global People Systems function, ensuring optimal performance, integration, and utilization of HR technology, with a focus on Workday. • Drive strategic initiatives, system enhancements, and process improvements to support the company's global People operations. • Strong preference for candidates in Eastern or Central U.S. time zones.

• Support end-to-end compliance: Oversee the preparation and filing of global corporate tax returns and VAT/GST returns. • Administrative Support: Provide ongoing tax administrative support to the broader Group, ensuring all documentation and filings are maintained to local standards. • US State Tax: Manage US state tax filings and related reporting obligations. • Documentation: Develop documentation of tax processes to ensure consistency and knowledge sharing across the team. • Process Improvement: Identify process gaps, inefficiencies, and risks; make suggestions for the design and implementation of strengthened governance frameworks. • Audit Readiness: Develop processes and systems to ensure tax data and processes are auditable and transparent. • Tax Reporting: Assist in building out the Group's tax reporting framework to provide clear visibility into global tax positions. • Cross-functional Support: Support the broader finance and legal teams with tax-related data and insights. • Digital Transformation: Support the Group’s tax function automation initiatives, leveraging technology to improve data quality and reduce manual workloads.

• Execute a seamless, engaging new hire experience for our clinical population, coordinating closely with cross-functional partners to ensure new hires are set up for success from pre-hire through their first weeks at Lyra • Deliver and refresh the New Hire Orientation (NHO) presentation, ensuring it reflects current programs, culture, and resources • Own pre-hire and post-hire task execution, including assigning onboarding path assignments in WorkRamp, monitoring the I-9 process, ensuring assignment and acknowledgment completion of the Employee Handbook and Global Code of Conduct, background check coordination and monitoring, and new hire kit preparation • Maintain and continuously improve the clinical onboarding program in partnership with the People Ops and Clinical Ops team, incorporating feedback and best practices to strengthen retention and engagement for new hires • Execute Workday business processes with a high standard of accuracy and timeliness, including job changes, geo-location updates, name changes, and other org changes • Serve as a reliable point of contact for employees, managers, clinical leads, and HRBPs who need support navigating Workday business processes, escalating complex issues as appropriate • Contribute to clear documentation of Workday processes, helping to build transparency and consistency for cross-functional partners • Own and execute a structured, compliant offboarding process for departing employees in Workday, ensuring data integrity throughout employee transitions • Coordinate with relevant teams to manage system deactivations, exit interview logistics, and accurate documentation, maintaining audit-readiness at all times • Support in analyzing offboarding trends to surface retention-related insights for the broader People Team • Serve as a trusted, responsive resource for employees by addressing HR inquiries submitted through Workday tickets, providing timely and accurate guidance • Maintain and update the People Operations knowledge bases in Workday (and Zendesk where applicable), ensuring articles reflect current processes, policies, and FAQs • Support the broader HR Bot enablement strategy by keeping clinical-specific knowledge base content current and contributing to trend analysis from ticket interactions to reduce recurring inquiries over time • Demonstrate measurable impact by reducing ticket volume through proactive knowledge base updates and seamless escalation of complex cases to the appropriate team members • Administer and troubleshoot compliance training assignments, including harassment prevention and California Workplace Violence training, ensuring completion and accuracy • Partner with People Operations and Compliance team members on compliance-related operational tasks, serving as a reliable execution resource for clinical-specific compliance workflows • Maintain accurate and secure personnel records in accordance with all legal, regulatory, and data privacy requirements • Participate in special initiatives that advance People Operations priorities, including process improvement efforts, new tool implementation, and automation and AI exploration

• Manage, mentor, and develop a globally distributed IT team with direct reports in multiple countries. Foster a highly engaged, collaborative, and high-performing team culture. • Oversee the strategy, administration, and optimization of our core SaaS applications, with deep expertise in Okta, Google Workspace, and Slack. • Provide strategic oversight and direction for our macOS-first endpoint environment. Directly manage, support, and guide an IT/Endpoint specialist who plays a key role in MDM administration, ensuring seamless deployment, patching, compliance, and end-user experience. • Embed a security-first mindset into all IT operations. Partner with InfoSec teams to enforce access controls, identity management (IAM), and endpoint security standards. • Champion a culture of exceptional IT support and customer service for all internal employees, ensuring SLA targets are met and user friction is minimized. • Operate as a self-starter who proactively identifies infrastructure gaps, initiates projects, and drives them to completion with minimal oversight from senior leadership. • Evaluate complex technical and personnel challenges, making tough decisions when necessary to protect the business and optimize team performance.