VP, Client Services (Healthcare SaaS)

TL;DR

VP, Client Services (Healthcare SaaS): Directing the strategic vision and operations of the Care Navigator Team to scale a clinically sensitive support ecosystem with an accent on operational excellence and AI integration. Focus on leveraging predictive analytics, implementing lean methodologies, and optimizing service delivery for enterprise growth.

Location: Remote (USA)

Salary: $209,000 – $288,000

Company

A leading provider of evidence-based mental health care utilizing an AI-powered platform to serve millions of people globally.

What you will do

• Own the 3-year strategic vision and operational roadmap for the Care Navigator Team to support enterprise growth.
• Utilize business intelligence and predictive analytics to elevate service quality and customer experience.
• Establish and scale service excellence frameworks and KPIs based on lean methodologies.
• Drive service margin improvement through cost optimization and the strategic deployment of AI and automation.
• Collaborate with Commercial, Clinical, and Product teams to ensure seamless service readiness for new launches.
• Foster a high-accountability culture and maintain high employee engagement through organizational change.

Requirements

• 15+ years of leadership in servicing and operations.
• At least 5 years of experience within healthcare software/SaaS.
• Proven track record of leading large-scale service transformations and operating model redesigns.
• Experience integrating AI, LLMs, or advanced automation into contact center workflows.
• Deep expertise in lean and continuous improvement scalable service delivery models.
• Must be based in the USA.

Culture & Benefits

• Comprehensive healthcare coverage including medical, dental, vision, FSA, and HSA.
• Equity in the company through discretionary restricted stock units.
• 401K retirement benefits and a monthly tech allowance.
• Competitive paid time off, including vacation, sick days, and paid parental leave.
• Access to coaching and therapy services via Lyra for Lyrians.