Business Systems Lead, Customer Lifecycle

First Stop Health, LLC; Chicago (IL); Remote; USD 140,000 - 190,000; Full time

Benefits offered by this job

Remote‑first work environment

Flexible PTO including Summer Fridays

401k match

Monthly phone stipend

Membership benefit for virtual care

Job summary

First Stop Health, LLC is seeking a Business Systems Lead to own the customer lifecycle platform roadmap, collaborate with Marketing, Sales, Onboarding, and Support teams, and deliver measurable improvements across workflows.

The role combines strategy, design, and hands‑on delivery, with emphasis on data flows, integrations, and vendor coordination in a remote‑first environment. 5+ years in business systems and healthcare domain experience is valued.

Qualifications

• Bachelor's degree in business, information systems, technology, operations, or related field preferred
• Minimum of 5 years of progressive experience in business systems, enterprise applications, business analysis, solution design, operations technology, or related role
• Proven track record turning fragmented cross‑functional processes into scalable solutions
• Experience owning a systems roadmap or backlog and leading multi‑system initiatives
• Strong experience with customer lifecycle platforms (Salesforce Sales Cloud/Service Cloud) and marketing automation
• Experience designing integrations and workflow automation; vendor/partner leadership
• Healthcare or regulated environment experience preferred
• Strategic and systems thinking connecting business outcomes, user experience, process, data, technology
• Cross‑functional discovery, facilitation, requirements, process mapping, solution design
• Move from roadmaps to execution; influence without authority
• Knowledge of integration patterns, data quality, reconciliation, and analytics environments
• Vendor management, project leadership, prioritization, release coordination, documentation, training, change adoption

Responsibilities

• Own portfolio discovery and roadmap for customer lifecycle systems; refine backlog with leaders and partners
• Lead cross‑functional discovery to map current workflows and root causes; design future‑state processes
• Design data flows and integration requirements; ensure maintainability with standard capabilities
• Lead delivery from discovery through adoption; manage scope, plans, risks, and communication
• Perform targeted configuration and low‑code workflow work when needed; scale to shared resources over time
• Coordinate user acceptance testing, release readiness, and documentation; ensure security and compliance
• Maintain platform and vendor stewardship; evaluate new capabilities and guide adoption
• Collaborate with IT Ops, Data Eng, Security, and Admins to ensure clear ownership and support

Skills

Business systems

Enterprise applications

Business analysis

Solution design

Roadmapping

Salesforce Sales Cloud

Marketing automation

Client onboarding

Contact center

Telephony

Case management

Integrations

Workflow automation

Vendor management

Healthcare industry knowledge

Strategic thinking

Systems thinking

Discovery facilitation

Requirements definition

Process mapping

Influence without authority

Execution leadership

Data integration

Data quality

Data reconciliation

Analytics

Project leadership

Prioritization

Documentation

Change management

Education

Bachelor's degree or equivalent

Job description

Job Title: Business Systems Lead, Customer Lifecycle

About Us

On a mission to deliver affordable, delightful healthcare for all, First Stop Health provides connected, whole-person virtual care to employers 24/7 through app, website, or phone in all 50 states. First Stop Health prioritizes an engaging and easy-to-use experience, setting people on healthier journeys through care at multiple stages. We are proud to be recognized as one of Fast Company's Most Innovative Companies.

First Stop Health offers a comprehensive benefits package that includes various health and medical coverage options, dental and vision coverage, disability and life coverage, making healthcare easily accessible. For those that choose to waive medical coverage a monthly medical waiver allowance will be provided.

First Stop Health offers a remote-first work environment and flexible paid time off, including Summer Fridays. Furthermore, the employer match 401k plan and monthly phone stipend demonstrates the company's commitment to employee financial well-being. The First Stop Health membership benefit is another added perk for employees and provides our virtual care solutions -- Urgent Care, Mental Health, and Primary Care -- from their very first day!

Job Description

The Business Systems Lead, Customer Lifecycle is a senior individual contributor responsible for turning fragmented processes and systems across the customer lifecycle into an integrated, scalable operating environment. The role partners continuously with leaders across Marketing, Sales, Client Onboarding, Client Success, Client Operations, Member Support, and Provider Support to understand how work is performed, identify root causes, and focus the Business Systems portfolio on the opportunities with the greatest business impact.

This role owns the customer lifecycle systems roadmap and combines strategy, solution design, and delivery. The Business Systems Lead designs future-state processes, defines how data and actions move between systems, leads projects and vendors, and coordinates work through shared delivery resources. The role also performs targeted hands‑on work, particularly while shared delivery capacity is being established. Initial priorities include inventorying systems and ownership, establishing the roadmap, and delivering measurable improvements to the highest‑impact fragmented workflows. This role reports to the Business Systems Manager and has no direct reports.

Key Responsibilities

Portfolio Discovery and Roadmap Ownership

• Build and maintain a complete view of the customer lifecycle portfolio, including systems, business and technical owners, vendors, contracts, integrations, data flows, key workflows, dependencies, risks, and improvement opportunities
• Own and continuously refine the portfolio roadmap and backlog through ongoing discovery with functional leaders, frontline teams, and technology partners
• Recommend priorities based on business impact, customer and employee experience, risk, effort, and dependencies. Partner with Business Systems leadership on final sequencing, capacity, and investment decisions, then track whether delivered work produces the intended outcomes

Cross‑Functional Process Optimization and Solution Design

• Lead discovery across departmental boundaries to understand current‑state work, handoffs, root causes, constraints, and points of failure rather than treating symptoms as isolated system requests
• Translate ambiguous business problems into clear requirements, process maps, decision points, solution options, and recommended future‑state designs that improve end‑to‑end outcomes
• Design workflows that reduce manual work, duplicate effort, reconciliation, inconsistent decisions, and fragmented ownership. Balance process change, standard platform capabilities, configuration, automation, and new technology before considering custom development

Integration and Data Flow Design

• Design how data, events, and actions move between customer lifecycle systems, including sources of truth, ownership, triggers, field mapping, validation, error handling, monitoring, and reconciliation
• Define integration and workflow automation requirements for implementation through application‑native capabilities, integration platforms, or delivery partners, and ensure the design remains supportable over time
• Partner with Data Engineering and reporting teams on reliable movement of operational data into and out of the enterprise data environment. Direct administration of the data warehouse and development of data pipelines are not required

Delivery Leadership and 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 while remaining accountable for the business outcome
• Personally complete targeted configuration, low‑code workflow and automation, reporting, data cleanup, imports, and reconciliation when needed, particularly while shared delivery capacity is being established. Over time, shift repeatable build work to shared delivery resources without becoming detached from execution
• 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

Platform and Vendor Stewardship

• Serve as the functional systems lead for the customer lifecycle portfolio. Maintain strong 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 so operational support, access, controls, and technical delivery have clear ownership

Requirements

• Bachelor's degree in business, information systems, technology, operations, or a related field preferred. An 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 taking complex, fragmented, cross‑functional processes and turning them 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 preferred
• 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

First Stop Health is committed to diversity, equity, inclusion, and belonging.

Research shows that women, people of color and other historically underrepresented groups tend to only apply to jobs in which they meet all the job requirements.