Director, Health Plan Partner Operations

Summary

Join Firefly Health, a revolutionary healthcare company, as their Director, Health Plan - Partner Operations! Lead account management and operational success for health plan vendors and partners, including TPAs, PBMs, and network partners. Define and lead customer implementations, ensuring smooth onboarding. This high-impact individual contributor role offers growth potential. You will manage operational relationships, establish KPIs, identify efficiency opportunities, and lead implementation processes. Collaborate with cross-functional teams to align partner strategy with business objectives.

Requirements

• 7+ years of experience in partner management, health plan operations, project management, or TPA/vendor management
• Strong understanding of TPAs, PBMs, Medical Networks, utilization management, and other health plan vendor solutions
• Data-driven mindset with experience using analytics to track partner performance and inform decisions
• Highly organized, accountable, and detail-oriented, with the ability to juggle multiple complex initiatives
• Self-starter with strong executive presence, capable of leading high-stakes discussions with partners and internal leadership
• Comfortable working in a cross-functional and ambiguous environment, driving structure and clarity where needed
• Ability to balance strategic thinking with hands-on execution in a fast-paced environment
• 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

Responsibilities

• Own and optimize operational relationships with health plan vendors and partners, including TPAs, PBMs, Network Partners, COBRA administrators, and point solution providers
• Serve as the primary point of contact for partner performance, issue resolution, and continuous improvement
• Establish and monitor KPIs to ensure vendors meet service-level agreements (SLAs) and deliver on key business objectives
• Identify opportunities to enhance operational efficiency, reduce costs, and improve customer experience through better vendor collaboration
• Lead end-to-end health plan implementation and renewal processes, coordinating internal and external teams to ensure seamless go-lives
• Develop and execute health plan partner and vendor implementation playbooks, timelines, and process improvements to streamline onboarding and renewals
• Proactively address risks, troubleshoot issues, and drive accountability among stakeholders
• Attend client and broker meetings as necessary, representing the partner and vendor aspects of Firefly customer implementations
• Work closely with Sales, Product, Operations, Technology and Customer Success to align partner strategy with business objectives
• Own and lead partner-related meetings, agendas, and reporting, ensuring clear accountability and data-driven decision-making
• Communicate effectively across all levels of the organization, from executives to operational teams

Preferred Qualifications

Experience working in a health tech startup or fast-paced, high-growth environment 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