Director, Clinical Operations
AlmaSalary not specified
Full Time
Mid-level (3 to 4 years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Mental Health, HealthcareIndustries
Requirements
- Based in Selangor, Malaysia
- Able to work in the office 4 days per week and work from home 1 day per week
- Experience or capability to lead clinical operations, network development, and service delivery in a scalable manner across ASEAN
- Knowledge of clinical standards, quality assurance, and compliance with government guidelines in Malaysia
- Strategic oversight of call centre operations, including protocols, metrics, efficiency, and technology
- Financial management skills for budgeting, resource allocation, cost control, and performance analysis
- Leadership and team development experience, including mentoring, performance management, and fostering high-performance cultures
- Stakeholder management abilities, including relationship building, business development input, and escalation handling
Responsibilities
- Champion and uphold Lyra’s global clinical standards and quality assurance framework within the Malaysian context
- Collaborate with the Lyra International Clinical Director and the Global Clinical Council to adapt and implement global clinical protocols and initiatives locally
- Oversee the development and implementation of local clinical policies and procedures in compliance with government guidelines
- Ensure robust mechanisms are in place for quality audits, clinical outcomes measurement, and continuous improvement of clinical service delivery
- Hold strategic responsibility for the ASEAN call centre operations, ensuring seamless and high-quality service delivery
- Establish and oversee operational protocols, performance metrics, and quality assurance for the call centre team
- Identify and implement strategies to optimize call centre efficiency, including technology adoption and workflow improvements
- Collaborate with teams to ensure the call centre effectively supports client and provider needs across all ASEAN markets
- Hold ultimate responsibility for the clinical operations budget in Malaysia, ensuring effective resource allocation and cost management
- Develop the overall budget strategy for clinical operations, aligning with business objectives and forecasting future needs
- Monitor and analyze financial performance against budget, identifying and addressing any variances
- Oversee all costs related to affiliate management, clinical service delivery, and the ASEAN call center operation, ensuring efficiency and value for money
- Lead, mentor, and develop the Clinical Lead, Network Operations Manager, and the broader clinical operations team, fostering a high-performance and collaborative work environment
- Set clear performance expectations, provide regular feedback, and conduct performance reviews for direct reports
- Identify training and development needs for the clinical operations team to enhance their skills and knowledge
- Promote a culture of continuous learning and professional growth within the clinical operations function
- Build and maintain strong relationships with key stakeholders, including clients, partners, and internal teams (e.g., Commercial, Sales, Global Clinical)
- Provide strategic clinical input to business development and client servicing activities, supporting contract negotiations and renewals
- Serve as a point of escalation for complex clinical issues and high-profile cases
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the work arrangement for this role?
The role is based in Selangor, Malaysia, requiring work in the office 4 days per week and work from home 1 day per week.
What is the salary or compensation for this position?
This information is not specified in the job description.
What are the key skills or experience needed for this role?
The role requires expertise in clinical governance, quality assurance, call centre operations management, financial and budget management, and the ability to collaborate with clinical directors and councils.
What is the company culture like at Lyra Health?
This information is not specified in the job description.
What makes a strong candidate for this Counselling Operations Manager role?
A strong candidate will have experience leading clinical operations, managing call centres across regions like ASEAN, ensuring compliance with clinical standards, and handling budgets effectively to support aggressive growth targets.
Lyra Health
Digital mental health care services for employees
About Lyra Health
Lyra Health offers mental health care services through a digital platform, primarily targeting businesses that want to support their employees. The company connects employees with a network of over 20,000 vetted mental health providers, offering services like therapy, coaching, and self-guided programs, accessible in-person or online. What sets Lyra Health apart is its concierge model, which provides personalized care and 24/7 support from care navigators. The goal is to improve employee wellness while helping businesses reduce healthcare costs.
Burlingame, CaliforniaHeadquarters
2015Year Founded
$671.3MTotal Funding
SERIES_FCompany Stage
Social Impact, HealthcareIndustries
1,001-5,000Employees
Benefits
Lyra for Lyrians - Full access to Lyra’s mental health services for employees and their eligible dependents—at no charge
Health benefits - Comprehensive medical, dental, and vision benefits, along with a free monthly membership to One Medical
Financial rewards - Generous compensation, 401k, and equity options
Paid time off - Guilt-free time to unwind and recharge, including four weeks of vacation and paid holidays
Tech stipend - Monthly stipend to spend on technology needs
Snacks & meals - Monthly Uber Eats and NatureBox credits to nourish body and mind
Risks
Increased competition from platforms like Ginger and Headspace Health.
Potential regulatory scrutiny over data privacy concerns with digital platforms.
Economic downturns may lead to reduced corporate spending on employee benefits.
Differentiation
Lyra Health offers a concierge member experience with personalized mental health care.
The company has a global network of 20,000 providers in over 200 countries.
Lyra's evidence-based approach results in 7x better outcomes than traditional plans.
Upsides
Lyra Health's partnerships with AT&T and CHA validate its market position.
The company has sustained a 26% reduction in healthcare costs over four years.
Lyra's expansion into teen mental health care addresses a growing market need.
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