Bright Health
Through powerful relationships with care partners, Bright Health aims to help people live healthier and brighter lives
Austin, TX
Remote

Director, IFP Customer Success – Strategy Execution at Bright Health

| Remote
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Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes.

What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be Collaborative.

If you share our passion for changing healthcare so all people can live healthy, brighter lives – apply to join our team.


SCOPE OF ROLE

Bright Health’s Individual and Family Plan (IFP) Product Team oversees the Individual & Family Plan product portfolio and directly supports Bright Health’s Individual and Family Plans Business.  The IFP Line of business team leads key initiatives related to growth, new market entry, plan performance, retention, and customer success.  The IFP Line of Business operates cross-functionally to develop a competitive differentiated portfolio that deliver on core business objectives that enable a best-in-class customer experience.

As the Individual and Family Plan Director, Customer Success for Strategy Execution you will drive new initiatives that stimulate growth and member retention including the development of new product line member segments. This leader will be responsible for leading successful cross functional teams that improve our off-exchange membership attractiveness and on-exchange member retention.  You will directly drive strategy execution efforts, understanding the market opportunities and the tactics needed to successfully accomplish the goals of the Line of Business. 

The IFP Director of Customer Success for Strategy Execution will work to identify strategic opportunities that drive customer growth and retention for emerging IFP strategies & member segments and execute against these opportunities.  You will have a deep relationship with the IFP Growth and Development team to examine our competitive footprint and explore how we can win in the Market.  The successful candidate will work the IFP Product Growth & Strategy, Sales, and Marketing organizations to stand up execute IFP prioritized strategies.

The leader will work across the organization and interface with our internal partners to support delivery of Bright Health’s organizational and strategic objectives. The successful candidate will work directly contribute to the rapid growth and expansion of Bright Health and the IFP Business.

ROLE RESPONSIBILITIES

The Individual and Family Plan Director Customer Success for Strategy Execution job description is intended to point out major responsibilities within the role, but it is not limited to these items.

  • Build and lead growth initiatives with a cross functional team working to define strategy and execution plan to stimulate growth via our Cultural and Linguistic Appropriateness and our Off Exchange & ICHRA product models. Responsible for identifying forward facing market opportunities to increase market differentiation in support of new sales.
  • Understand opportunities related to how IFP members use our products to drive customer success improvement strategies. Create strategies to improve member retention, mitigating issues that cause customer abrasion. Drive alignment across the organization on the IFP Customer Success team’s goals and priorities linked to growth and retention. Responsible for improving the end-to-end IFP customer experience for related scope of work.
  • Identify and track key metrics that demonstrate the success achieved in growing our culturally diverse membership and business model. Work with Market team to take a data driven approach to identify Customer Success growth and retention initiatives.
  • Develop roadmap for Customer Success retention plan and with recommendations. Align partners and vendor goals for beneficial outcomes that grown and retain our members. Drive efforts that increase retention, sales & revenue – inspiring customer loyalty.
  • Build consensus among cross-functional teams and influence decision making within senior-level audiences; partner with BHC leadership and Centers for Excellence on execution against recommendations quickly and accurately
  • Enable and foster a culture of high organizational performance through internal and cross-group initiatives and leading cross-team projects to optimize organizational performance
  • Other duties and responsibilities as assigned

SUPERVISORY RESPONSIBILITIES

This position has supervisory responsibilities for the IFP Line of Business Team

EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE

  • Bachelor’s degree is required; MBA is preferred.
  • Minimum seven to ten (7 – 10) years of experience within the healthcare industry or consulting required.
  • Three (3) or more years of Healthcare Line of Business related experience and/or Product Development

PROFESSIONAL COMPETENCIES

  • Great understanding of Individual and Family Plan sales, broker, and consumer relationship dynamics
  • Proven Individual and family health plan strategy and enablement experience
  • Strong attention to customer experience value levers
  • Excellent presentation and communication skills, both written and verbal
  • Ability to scope and project manage complex, data-heavy processes across an organization
  • Ability to collaborate cross-functionally across departments and various level roles in the organization
  • Understanding of ACA regulatory requirements
  • Familiarity with HHS’ Office of Minority Health standards
  • Willingness to learn and operate in ambiguity

WORK ENVIRONMENT

The majority of work responsibilities are performed in an open office setting building execution plans and driving tactics.  Also requires establishing engaging relationships fostering connections both internally and externally with key partners and brokers. Some travel may be required.

 
We’re Making Healthcare Right. Together.
We are realizing a completely different healthcare experience where payors, providers, doctors, and patients can all feel connected, aligned and unified on the same team. By eradicating the frictions of competing needs, we are making it possible to give everyone more of what they want and deserve. We do this by:
 
Focusing on Consumers
We understand patient pain points, eliminating complexity while increasing transparency, for greater access and easier navigation.
 
Building on Alignment
We integrate and align individual incentives at all levels, from financing to optimization to delivery of care.
 
Powered by Technology
We employ our purpose built, integrated data platform to connect clinical, financial, and social data, to deliver exceptional outcomes.
 
          
 
As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of Bright Health, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
 

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Where we are

We are downtown at 515 Congress Avenue, right in the heart of downtown! Tons of restaurants and close to public transportation.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • PowerShellLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • FlutterLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • InVisionDesign
    • SketchDesign
    • Lucid ChartDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • Microsoft DynamicsCRM

What are Bright Health Perks + Benefits

Bright Health Benefits Overview

We have 3 different health insurance plans, all through Cigna (HDP, Premium HDP and PPO). We cover the majority of the cost for the employee and some cost for family. We have two dental plans and a vision plan as well. We have a Lifestyle Spending Account and options for HSA/FSA. We put 3% of your total earnings into your 401K plan and you are immediately vested. We have all the latest technology (Mac or Surface laptops – your choice) to use including standing desks. Fully stocked fridge with snacks and drinks.

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Bright Health employees can contribute up to $3500 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Bright Health is proud to offer a wellness stipend of $200/month to all employees!
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
We will put 3% of your total earnings into your 401K plan, even if you don't put anything in. It's a safe harbor contribution.
401(K) Matching
Bright Health provides employees with a 401(k) plan managed by Vanguard. We provide a ‘safe harbor’ non-elective contribution equal to 3% of your compensation, regardless of participation in the p
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
We provide up to 6 weeks of parental leave for the primary caretaker. We also provide 2 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Bright Health provides employees with a flexible work schedule that includes Core hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Company sponsored family events
Bright Health sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Happy hours are hosted on occasion.
Relocation Assistance
Fitness Subsidies
Bright Health employees are eligible for discounts on several gym memberships.
Home Office Stipend for Remote Employees
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Bright's primary goal is to offer employee benefits and perks that are as flexible as possible to meet each employee's unique needs!

An Insider's view of Bright Health

What’s the vibe like in the office?

The office has a relaxed and laid back vibe but people are very serious about their work - perfect!

Anthony

Data Engineer

What does your typical day look like?

My day is so varied, given how quickly we're growing, which is fulfilling for me. I have a good balance of strategic and tactical work in my day as well as time to focus and time to collaborate.

Jen

VP, Digital

What makes someone successful on your team?

A hard-working team player who thinks first and codes next is likely to learn a lot and quickly become a valuable member of the team. Lots of experience with some of our tooling is always nice, but if someone can't knowledge-share well or responds poorly to code reviews and other requests for collaboration, it'll be a tough fit.

Brian

Software Engineer 3

How do your team's ideas influence the company's direction?

We hire smart individuals who thrive on accomplishment and purpose. Our teams are exposed to the bigger picture through constant communication and dialogues – that encourages them to come up with innovative solutions to problems. We've made significant adjustments on our direction in technology and process that were initiated by the team.

Abdullah

VP, Engineering

Bright Health Careers In Austin
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Remote
4 weeks ago
Back to Career Site Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes. What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be

Director, Operations

Bright Health
Remote
1 week ago
Back to Career Site Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes. What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be

Sr. Software Engineer - DevOps

Bright Health
Austin
2 weeks ago
Back to Career Site Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes. What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be

Sr. Security Engineer

Bright Health
Austin
2 weeks ago
Back to Career Site Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes. What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be

Senior Oracle Integration Engineer

Bright Health
Austin
2 weeks ago
Back to Career Site Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes. What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be

Senior Risk Adjustment - Business Analyst

Bright Health
Remote
2 weeks ago
Back to Career Site Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes. What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be

Software Architect - Dynamics CRM

Bright Health
Remote
3 weeks ago
Back to Career Site Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes. What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be

Sr. Systems Engineer

Bright Health
Austin
3 weeks ago
Back to Career Site Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes. What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be

Senior Software Engineer

Bright Health
Austin
3 weeks ago
Back to Career Site Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes. What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be

Senior Risk Adjustment - Business Analyst

Bright Health
Austin
3 weeks ago
Back to Career Site Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes. What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be

Intake Coordinator, SNP

Bright Health
Remote
3 weeks ago
Back to Career Site Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes. What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be

Senior Risk Adjustment - Business Analyst

Bright Health
Remote
1 week ago
Back to Career Site Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes. What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be

Software Engineer - Dynamics CRM

Bright Health
Austin
3 weeks ago
Back to Career Site Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes. What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be

Senior Actuarial Analyst

Bright Health
Remote
3 weeks ago
Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes.

Senior Actuarial Analyst

Bright Health
Remote
3 weeks ago
Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes.

Actuarial Consultant– Reserving

Bright Health
Remote
3 weeks ago
Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes.