About brighthush
brighthush is a trailblazing health‑tech company on a mission to make affordable, delightful healthcare accessible to everyone. By delivering connected, whole‑person virtual care 24/7 through a seamless app, website, and phone experience, we empower employers across all 50 states to provide their employees with the best possible health journey. Recognized by Fast Company as one of the Most Innovative Companies, brighthush is built on a culture of curiosity, collaboration, and continuous improvement.
Our remote‑first environment, flexible paid time off (including Summer Fridays), and generous benefits package—including health, dental, vision, disability, life, and a monthly medical waiver allowance—ensure that our team can thrive both personally and professionally. We also offer a 401(k) match, a monthly phone stipend, and the unique perk of having our own brighthush membership, giving employees instant access to urgent care, mental health, and primary care services from day one.
Why This Role Matters
The Business Systems Lead, Customer Lifecycle, is a senior, hands‑on role that transforms fragmented processes and siloed systems into a unified, scalable operating environment. By partnering with leaders across Marketing, Sales, Client Onboarding, Client Success, Client Operations, Member Support, and Provider Support, you will uncover root causes, design future‑state solutions, and drive measurable business impact. Your work will directly influence how brighthush delivers care, engages customers, and scales its technology footprint.
Key Responsibilities
Portfolio Discovery & Roadmap Ownership
- Build and maintain a comprehensive view of the customer lifecycle portfolio, documenting systems, owners, vendors, contracts, integrations, data flows, key workflows, dependencies, risks, and improvement opportunities.
- Own and continuously refine the roadmap and backlog through ongoing discovery with functional leaders, frontline teams, and technology partners.
- Prioritize initiatives based on business impact, customer and employee experience, risk, effort, and dependencies; collaborate with Business Systems leadership on sequencing, capacity, and investment decisions.
- Track outcomes to ensure delivered work achieves intended results.
Cross‑Functional Process Optimization & Solution Design
- Lead discovery across departmental boundaries to understand current‑state work, handoffs, root causes, constraints, and failure points.
- Translate ambiguous business problems into clear requirements, process maps, decision points, solution options, and recommended future‑state designs.
- Design workflows that reduce manual effort, duplicate work, reconciliation, inconsistent decisions, and fragmented ownership, balancing process change, platform capabilities, configuration, automation, and new technology.
Integration & Data Flow Design
- Define how data, events, and actions move between customer lifecycle systems, including sources of truth, ownership, triggers, field mapping, validation, error handling, monitoring, and reconciliation.
- Specify integration and workflow automation requirements for implementation via native capabilities, integration platforms, or delivery partners, ensuring long‑term supportability.
- Collaborate with Data Engineering and reporting teams on reliable movement of operational data into and out of the enterprise data environment.
Delivery Leadership & Hands‑On Execution
- 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 clear work packages, requirements, acceptance criteria, and delivery plans; coordinate and assign work to shared delivery resources, provide context and coaching, review quality, and accept completed work.
- Perform targeted configuration, low‑code workflow and automation, reporting, data cleanup, imports, and reconciliation when needed, especially while shared delivery capacity is being established.
- 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.
Platform & Vendor Stewardship
- Serve as the functional systems lead for the customer lifecycle portfolio; maintain deep knowledge of platform capabilities, data models, release changes, product roadmaps, licensing, and solution tradeoffs.
- Evaluate new platform capabilities and vendor offerings; recommend where they can create measurable value and guide implementation and organizational change.
- Manage vendor and implementation‑partner performance, usage, licensing, contracts, and renewals with support from Finance, Legal, Security, and other internal partners.
- Partner closely with IT Operations, Data Engineering, Information Security, Compliance, and application administrators to ensure operational support, access, controls, and technical delivery have clear ownership.
Essential Qualifications
- Bachelor’s degree in Business, Information Systems, Technology, Operations, or a related field (or equivalent combination of education and experience).
- Minimum of 5 years of progressive experience in business systems, enterprise applications, business analysis, solution design, or operations technology.
- Proven track 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 with marketing automation, client onboarding, contact center, telephony, or case management platforms is preferred.
- Experience designing integrations and workflow automation, leading vendors or implementation partners, and participating in contract and renewal decisions; experience in healthcare or another regulated environment is a plus.
- Strategic and systems thinking that connects business outcomes, user experience, process, data, and technology, with clear communication and sound judgment under ambiguity.
- 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.
Preferred Qualifications
- Experience with low‑code/no‑code platforms (e.g., Salesforce Flow, Zapier, MuleSoft, or similar).
- Knowledge of HIPAA compliance, data privacy regulations, and secure data handling practices.
- Experience with Agile and Scrum methodologies, including facilitation of sprint planning, retrospectives, and backlog grooming.
- Strong analytical skills and proficiency with data visualization tools (e.g., Tableau, Power BI).
- Demonstrated ability to mentor junior team members and share best practices.
Skills & Competencies
- Process Design & Optimization
- Solution Architecture & Integration Design
- Project & Program Management
- Stakeholder Management & Communication
- Data Governance & Quality Assurance
- Vendor Management & Negotiation
- Change Management & Adoption
- Analytical Thinking & Problem Solving
- Collaboration & Team Leadership
- Adaptability & Continuous Learning
Career Growth & Learning Opportunities
At brighthush, your growth is a priority. As a senior Business Systems Lead, you will:
- Lead high‑impact initiatives that shape the future of our customer experience.
- Collaborate with executive leaders, gaining exposure to strategic decision‑making.
- Mentor and coach junior analysts and developers, building your leadership skill set.
- Participate in cross‑functional innovation labs and hackathons to prototype new ideas.
- Access continuous learning resources, including certifications in Salesforce, integration platforms, and project management.
- Advance into senior leadership roles such as Director of Business Systems, VP of Customer Experience, or Chief Operating Officer.
Work Environment & Culture
brighthush thrives on a culture of transparency, inclusivity, and empowerment. Our remote‑first model gives you the flexibility to work from anywhere while staying connected through:
- Weekly virtual town halls and cross‑team syncs.
- Monthly “Innovation Fridays” where teams present new ideas and experiments.
- Open‑door policy with leadership, encouraging candid feedback and continuous improvement.
- Inclusive hiring practices that celebrate diverse perspectives and experiences.
- Employee resource groups that support belonging and professional development.
Compensation & Benefits
We offer a competitive base salary commensurate with experience, along with:
- 401(k) plan with company match.
- Comprehensive health, dental, vision, disability, and life insurance.
- Monthly medical waiver allowance for those who opt out of medical coverage.
- Generous paid time off, including flexible PTO and Summer Fridays.
- Monthly phone stipend and remote‑work equipment allowance.
- brighthush membership, providing free access to urgent care, mental health, and primary care services.
- Professional development stipend and certification reimbursement.
- Wellness programs, including virtual fitness classes and mental health resources.
- Annual team retreats and social events.
Join brighthush – Apply Today
Ready to lead transformative change in a company that values innovation, collaboration, and impact? Bring your expertise in business systems, process optimization, and integration design to brighthush and help us deliver the next generation of connected, whole‑person healthcare.
To learn more about brighthush, visit www.brighthush.com. If you need assistance during the application process or have questions, please contact our talent acquisition team at careers@brighthush.com.
We celebrate diversity, equity, inclusion, and belonging. If you meet most of the qualifications but are missing a few, we encourage you to apply. Your unique experiences and perspectives can help brighthush become even better.
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