Director, Health Plan - Partner Operations

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Requirements:

• 7+ years of experience in partner management, health plan operations, project management, or TPA/vendor management.
• Experience working in a health tech startup or fast-paced, high-growth environment is a plus.
• 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.