Senior Operations Excellence Consultant

tbc; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Lyric seeks a Senior Operational Excellence Consultant to lead readiness and implementation for new products, services, and capabilities within the Customer Success organization. The role partners with Product, Engineering, Integration, and Client Success to translate requirements into scalable operational practices and ensure successful adoption.

Working within Services Excellence, you will drive end-to-end readiness, identify risks, and apply continuous improvement to enable consistent,

Responsibilities

• Lead operational readiness initiatives for new products, services, and enhancements across Client Success.
• Lead intake activities ensuring requirements and readiness are captured in planning.
• Evaluate readiness, define criteria, and develop go/no-go strategies.
• Translate requirements into scalable workflows and runbooks.
• Coordinate cross-functional readiness across Product, Engineering, and Client Success.
• Identify risks and gaps, and drive cross-functional resolution.
• Monitor readiness status and communicate progress to leadership.
• Develop and refine operational playbooks and artifacts for scalable execution.

Skills

Operational leadership

Cross-functional collaboration

Consultative approach

Data-driven decision making

Job description

Lyric is the trusted leader in healthcare decision intelligence. Built on more than 35 years of proven results, Lyric combines responsible AI with clinical, payment, regulatory, and policy expertise to deliver transparent, auditable insights in milliseconds across real-time claims workflows. Lyric augments human decision-making so health plans can make faster, more accurate payments while maintaining full control. Today, Lyric supports 200 million lives, with nine of the top 10 U.S. health plans relying on its platform to reduce waste, improve efficiency, and support accurate payments.

Applicants must already be legally authorized to work in the U.S. Visa sponsorship/sponsorship assumption and other immigration support are not available for this position.

JOB SUMMARY

The Senior Operational Excellence Consultant is responsible for leading operational readiness and implementation initiatives that enable successful delivery of new products, services, and capabilities across the Customer Success organization. This consultative role partners cross-functionally with Product, Engineering, Integration, and Client Success teams to assess operational impacts, coordinate operational readiness activities, and translate technical and business requirements into scalable operational practices that prepare Client Success to successfully support new products, services, and capabilities.

Working independently within the Services Excellence function, this role leads complex operational workstreams, facilitates cross-functional planning and execution, and serves as a trusted operational advisor throughout the operational readiness lifecycle. The Senior Operational Excellence Consultant applies deep operational knowledge and sound judgment to resolve readiness risks and challenges, measure operational impacts, and identify opportunities to improve operational execution.

Through strong technical acumen, cross-functional collaboration, and a continuous improvement mindset, this role contributes to the continuous evolution of operational readiness practices and execution models that support consistent, scalable, and high-quality service delivery.

ESSENTIAL JOB RESPONSIBILITIES

Operational Readiness & Execution

• Lead operational readiness initiatives for new products, services, enhancements, and strategic initiatives across Client Success.
• Lead operational intake activities for new products, services, and enhancements, ensuring operational requirements, dependencies, and readiness considerations are identified and incorporated into implementation planning.
• Evaluate operational impacts, assess readiness against defined criteria, and develop operational readiness strategies that support go/no-go recommendations, risk mitigation, and successful adoption of new capabilities.
• Translate technical and business requirements, system dependencies, and integration considerations into scalable operational workflows, readiness plans, and operational execution strategies.
• Coordinate readiness activities and drive end-to-end alignment across Product, Engineering, Integration, and Client Success to ensure organizational preparedness prior to release.
• Identify operational risks, dependencies, and gaps, facilitating cross-functional resolution to support successful delivery and readiness.
• Monitor, evaluate, and communicate operational readiness status, execution progress, and operational insights to support informed decision-making and continuous improvement.
• Develop, maintain, and continuously refine operational readiness frameworks, playbooks, runbooks, and supporting operational artifacts that enable consistent, scalable execution across Services.
• Drive the adoption of standardized operational metrics that measure readiness effectiveness, operational efficiency gains, and business impact, enabling data-driven reporting and informed decision-making across operational and executive leadership.

Cross-Functional Operational Leadership

• Serve as the operational lead for assigned cross-functional initiatives, ensuring participation and alignment across technical and business stakeholders.
• Build trusted partnerships with Product, Engineering, Integration, Client Success, and other operational teams to facilitate successful readiness initiatives and provide guidance on execution approaches and downstream operational impacts.
• Provide consultative operational guidance throughout the product and service lifecycle, ensuring readiness risks, dependencies, and operational impacts are understood and proactively addressed.
• Facilitate operational planning sessions, readiness reviews, and implementation discussions to support informed decision-making.
• Communicate readiness status, operational risks, dependencies, and recommendations to stakeholders and leadership.
• Influence cross-functional stakeholders to achieve operational readiness objectives by facilitating alignment, resolving dependencies, and communicating operational recommendations.