Director, Health Plan Customer Experience

Summary

Join Firefly Health, a revolutionary healthcare company, as a Director, Health Plan - Customer Experience. This individual contributor role focuses on enhancing member and provider experiences by defining, monitoring, and improving KPIs, implementing new processes and systems, and collaborating with external-facing teams. You will leverage data analytics and process improvement expertise to support a growing customer base. The role involves strategic thinking and hands-on execution in a fast-paced environment. The position is largely remote, with occasional onsite meetings. Firefly Health is an equal opportunity employer committed to building an inclusive workplace.

Requirements

• 7+ years of experience in health plan operations, customer experience, or a related role, preferably within a value-based care, TPA, or care navigation company
• Background in tech-enabled, early-stage companies with a focus on delivering exceptional customer outcomes
• Proven track record of defining and achieving customer experience KPIs in operational roles
• Strong data analysis skills, with experience in tools like Looker, SQL, and Zendesk (or equivalent systems)
• Excellent interpersonal and communication skills, with a demonstrated ability to work collaboratively across teams and influence without authority
• Detail-oriented and data-driven, with a passion for improving customer experiences through operational excellence
• Ability to balance strategic thinking with hands-on execution in a fast-paced environment

Responsibilities

• Define, monitor, and improve KPIs that measure the health and satisfaction of our health plan members and providers
• Develop a deep understanding of customer pain points and identify opportunities to enhance the member and provider experience through process optimization and new system implementations
• Launch and refine operational functions, tools, and workflows to support a growing and diversifying customer base
• Partner with external-facing teams (e.g., Customer Support, Account Management) to ensure they have the training, resources, and systems necessary to provide exceptional service
• Leverage tools like Looker, SQL, and customer ticketing systems to analyze operational data, monitor performance metrics, and derive actionable insights
• Create dashboards and reports to track the effectiveness of processes and systems and ensure transparency in customer-related KPIs across teams
• Identify trends and outliers in customer data to proactively address potential issues and propose solutions
• Lead initiatives to identify, implement, and optimize tools and workflows that enhance operational efficiency and customer satisfaction
• Work cross-functionally with Product, Engineering, Clinical and Operations teams to translate customer needs into system and product requirements
• Pilot and scale new processes and systems to meet the evolving needs of members, providers, and other customers
• Collaborate with Customer Support teams to design and deliver training programs that enhance their ability to resolve customer issues effectively
• Act as a bridge between internal teams and external-facing teams, ensuring alignment on processes, tools, and customer service goals

Preferred Qualifications

• Familiarity with customer ticketing systems (e.g., Zendesk) and operational analytics tools (e.g., Looker, Tableau)
• Advanced proficiency in Microsoft Excel; experience with other data management tools is a plus

Benefits

This role can be done largely remotely, there are several times a year when staff come together onsite for planning and team building