Business Systems Lead, Customer Lifecycle

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

⚙️ Business Operations

👻 Ghost score 10%

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First Stop Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🏥 Healthcare

⚕️ Healthcare Insurance

👥 B2C

Healthcare • Healthcare Insurance • B2C

First Stop Health is a comprehensive virtual healthcare provider that offers a range of services including urgent care, primary care, mental health counseling, and health coaching. Designed for both individuals and businesses, First Stop Health aims to create a delightful healthcare experience by providing accessible, affordable, and engaging care options. Their team consists of board-certified doctors, registered dietitians, health coaches, and licensed therapists who collaborate to support the complete health journey of their patients, ensuring that care is available anytime, anywhere, through a user-friendly digital platform.

📋 Description

• Build and maintain a complete view of the customer lifecycle portfolio, including systems, owners, vendors, contracts, integrations, data flows, workflows, dependencies, risks, and improvement opportunities • Own and refine the portfolio roadmap and backlog through discovery with functional leaders, frontline teams, and technology partners • Recommend priorities based on business impact, customer and employee experience, risk, effort, and dependencies • Lead cross-departmental discovery to understand current-state work, handoffs, root causes, constraints, and failure points • Translate business problems into requirements, process maps, decision points, solution options, and future-state designs • Design workflows that reduce manual work, duplicate effort, reconciliation, inconsistent decisions, and fragmented ownership • Design data, event, and action flows between customer lifecycle systems, including sources of truth, triggers, field mapping, validation, error handling, monitoring, and reconciliation • Define integration and workflow automation requirements for implementation through platform capabilities, integration platforms, or delivery partners • Partner with Data Engineering and reporting teams on reliable operational data movement into and out of the enterprise data environment • Lead initiatives from discovery through design, implementation, testing, release, adoption, and outcome measurement • Manage scope, plans, dependencies, risks, decisions, and stakeholder communication • Convert roadmap priorities into work packages, requirements, acceptance criteria, and delivery plans • Coordinate shared delivery resources, provide context and coaching, review quality, and accept completed work • Complete targeted configuration, low-code workflow and automation, reporting, data cleanup, imports, and reconciliation when needed • Plan and coordinate user acceptance testing, release readiness, documentation, training, and adoption • Ensure break-fix, access, security, compliance, and data pipeline work reaches the appropriate owner and is completed • Maintain knowledge of platform capabilities, data models, release changes, product roadmaps, licensing, and solution tradeoffs • Evaluate platform capabilities and vendor offerings and guide implementation and organizational change • Manage vendor and implementation-partner performance, usage, licensing, contracts, and renewals • Partner with IT Operations, Data Engineering, Information Security, Compliance, and application administrators to establish clear ownership for support, access, controls, and technical delivery • Report to the Business Systems Manager; no direct reports

🎯 Requirements

• Bachelor's degree in business, information systems, technology, operations, or a related field preferred • Equivalent combination of education and relevant experience will be considered • Minimum of 5 years of progressive experience in business systems, enterprise applications, business analysis, solution design, operations technology, or a related role • Proven record of turning complex, fragmented, cross-functional processes into scalable, well-owned solutions with measurable business results • Experience owning a systems roadmap or backlog and leading multi-system initiatives from discovery through adoption and measurement • Strong functional experience with customer lifecycle platforms, including Salesforce Sales Cloud and Service Cloud • Experience designing integrations and workflow automation • Experience leading vendors or implementation partners and participating in contract and renewal decisions • Strategic and systems thinking connecting business outcomes, user experience, process, data, and technology • Strong cross-functional discovery, facilitation, requirements definition, process mapping, and solution design skills • Ability to move from executive-level roadmaps to detailed execution, influence without formal authority, and own outcomes delivered through others • Working knowledge of integration patterns, source-of-truth design, data quality, reconciliation, and enterprise analytics environments • Vendor and commercial judgment, project leadership, prioritization, release coordination, documentation, training, and change adoption

🏖️ Benefits

• Various health and medical coverage options • Dental and vision coverage • Disability and life coverage • Monthly medical waiver allowance for employees who waive medical coverage • Remote-first work environment • Flexible paid time off • Summer Fridays • Employer match 401(k) plan • Monthly phone stipend • First Stop Health membership benefit providing Urgent Care, Mental Health, and Primary Care from the first day