Join us in creating a better way!

At eHealth, our mission is to expertly guide consumers through their health insurance and related options when, where, and how they prefer. We’re creating a better way – one that’s transparent and trustworthy for both our consumers externally and our employees internally. 

Move your career forward while connecting countless people to the life- changing, quality care they deserve. Our diverse team of innovators supports one another in solving some of the toughest challenges. We’re always on the lookout for creative opportunities to do right by our customers, and each other. Together, we’re creating a better way to work, united by our common passion to make a difference.

Company Overview:

eHealth is a leading online marketplace connecting individuals and families with affordable, quality health insurance. Through partnerships with over 200 health insurance carriers, we offer a wide range of plans, including Medicare Advantage, Medicare Supplement, Part D prescription drug plans, individual, family, small business, and ancillary insurance solutions nationwide. eHealth is committed to improving the customer experience and enhancing the value it provides to brokers, employers, and employees through innovative solutions like Iris by eHealth, our ICHRA offering.

Role Overview:

As the Director of Employer & Individual Customer Experience, you will be responsible for leading the end-to-end (E2E) customer experience strategy, with a particular focus on delivering a seamless and exceptional experience for brokers, employers, and employees using eHealth’s ICHRA solution, Iris. You will drive customer experience initiatives across a wide variety of touchpoints, working closely with cross-functional teams including digital product, operations, internal call centers, and external vendors. You’ll oversee the development of solutions that create a best-in-class experience while ensuring alignment with business goals such as customer acquisition, retention, and satisfaction.

In this role, you will be accountable for ensuring the creation and delivery of high-quality service, streamlining workflows, and promoting operational excellence across the customer lifecycle. Reporting to the GM, VP of Employer & Individual, you will partner with key stakeholders across product, sales, and operations to drive initiatives that improve the customer journey and elevate our employer and individual health insurance solutions.

Key Responsibilities:

• Lead End-to-End (E2E) Customer Experience: Own the development and execution of a seamless experience for brokers, employers, and employees using Iris by eHealth. From onboarding to support, ensure customers enjoy a frictionless journey that exceeds expectations.
• Collaborate Across Functions: Work with internal teams (operations, product, call center, carrier relations, marketing) and external partners to ensure alignment of objectives, create and implement initiatives, and resolve pain points in the customer experience.
• Develop Best-in-Class Experiences: Leverage customer insights, market research, and feedback to design innovative experiences that set Iris by eHealth apart from competitors, continuously enhancing user engagement and satisfaction.
• Optimization of Touchpoints: Identify opportunities to improve key customer touchpoints, driving continuous optimization across online self-service experiences, support channels, and direct engagements.
• Vendor Relationship Management: Oversee the vendor relationships to ensure effective delivery of services and seamless integration between their platform and eHealth’s offerings, maintaining high levels of service quality and customer satisfaction.
• Operational Excellence & Process Improvement: Lead initiatives to optimize workflows, reduce friction, and streamline processes across teams (e.g., call center operations, product delivery) to ensure a smooth customer experience at every step.
• Customer-Centric Strategy: Ensure that all customer experience strategies and tactics are rooted in a deep understanding of the needs of brokers, employers, and employees, focusing on building long-term relationships and loyalty.
• Metrics & Performance Tracking: Establish KPIs and regularly monitor performance to ensure a positive customer experience is being delivered across all touchpoints. Drive actions based on customer feedback and performance data to continuously improve service levels.
• Cross-Functional Leadership: Build and lead a high-performing team that collaborates effectively across departments to meet customer needs. Cultivate a culture of service excellence and accountability in all customer interactions.

Ideal Experience &