Director, Health Plan - Customer Experience

Be a part of the team building the future of healthcare!

Firefly Health is building a revolutionary new type of comprehensive health "care and coverage,” powered by a relationship-driven care team, a trusted virtual and in-person clinical network, and our proprietary technology platform.

Founded by experienced clinicians and technology leaders, Firefly Health is on a mission to deliver clinical and financial health through joyful, always there care. We are flipping the script on what it means to be a health plan and actually providing a true health benefit to members.

We are intensely focused on optimizing the physical + mental + financial wellbeing of those who want (and deserve) something better than the status quo. If you are ready to roll up your sleeves and take on our audacious mission, we would love to hear from you.

Your Role

We are seeking a dynamic and customer-focused Director, Health Plan - Customer Experience with a passion for enhancing member and provider experiences in order to improve healthcare delivery, outcomes & cost. This individual contributor role will focus on defining, monitoring, and improving KPIs that measure customer experience, identifying and implementing new processes and systems to elevate customer satisfaction, and collaborating with external-facing teams to provide them with the processes and training they need to succeed. You will play a critical role in ensuring our operations are prepared to support a growing and diverse customer base, leveraging your data analytics and process improvement expertise.

You will:

• Customer Experience Strategy and Improvement
• 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.
• Operational Analytics and Reporting
• 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.
• Process and System Optimization
• 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.
• Training and Cross-Team Collaboration
• 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.
  

You’d be a good fit if you have:

• 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.
• 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.

Our office is in Watertown, Massachusetts, but we’ve develo