Director, Health Plan - Partner Operations

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 Director, Health Plan - Partner Operations to lead the account management and operational success of our Health Plan vendors and partners, including Third-Party Administrators (TPAs), PBMs, Network Partners, utilization management solutions, repricing vendors, and other third-party health plan point solutions.

This role will also define and lead customer implementations with our health plan partners, in partnership with our Client Success and Customer Implementation teams, ensuring a smooth and efficient onboarding experience that is synergistic with the overall Firefly customer implementation experience. The ideal candidate has a strong background in partner management, health insurance, and project management, with a preference for experience in Third-Party Administrators (TPAs) and health tech startups.

This is a high-impact individual contributor (IC) role to start, with the potential to grow into a management position as the function scales.

You will:

• Partner & Vendor Management
• 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.
• Partner and Vendor Implementations & Renewals
• 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.
• Cross-Functional Leadership
• 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.
  

You’d be a good fit if you have:

• 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.

Our office is in Watertown, Massachusetts, but we’ve developed a robust remote working structure to give us more geographical flexibility while hiring for many positions. This role can be done largely remotely, there are several times a year when staff come together onsite for planning and team building.  

Firefly is an equal opportunity employer. We value diverse backgrounds and perspectives. We're committed to building and sustaining an inclusive workplace culture where individuals are treated with dignity and respect. All employment is decided on the basis of qualifications, merit, and business need. Firefly is an E-Verify employer.

We are always looking for valuable talent to add to our growing team. Even if you’re not sure this role is the one for you, don’t let that stop you. We’d love to have a conversation to see where you could fit.