Director, Employer & Individual Customer Experience

eHealth, Inc.; United States; Remote; USD 150,000 - 201,000; Full time

Job summary

An established industry player is seeking a Director of Employer & Individual Customer Experience to lead innovative strategies that enhance customer satisfaction and operational excellence. This role focuses on delivering seamless experiences for brokers, employers, and employees using the ICHRA solution. You will collaborate with cross-functional teams to optimize customer touchpoints, manage vendor relationships, and drive initiatives that improve the customer journey. If you're passionate about customer experience and possess a strategic mindset, this opportunity is perfect for you.

Benefits

Medical, Dental, and Vision Insurance

401K with Matching

Tuition Reimbursement

Employee Stock Purchase Program

Flexible Time Off

12 Company Paid Holidays

Qualifications

• 10+ years of experience in customer experience, product management, or operations.
• Strong understanding of customer journey mapping and experience optimization.
• Proven track record in leading cross-functional teams.

Responsibilities

• Lead the end-to-end customer experience strategy for brokers and employers.
• Collaborate with internal teams to resolve pain points in customer experience.
• Establish KPIs and monitor performance to improve service levels.

Skills

Customer Experience Management

Product Management

Operations Management

Cross-Functional Leadership

Data Analysis

Project Management

Communication Skills

Education

Bachelor's Degree

Master's Degree (preferred)

Job description

Join us in creating a better way!

At eHealth, our mission is to expertly guide consumers through their health insurance and related options when, where, and how they prefer. We’re creating a better way – one that’s transparent and trustworthy for both our consumers externally and our employees internally.

Move your career forward while connecting countless people to the life- changing, quality care they deserve. Our diverse team of innovators supports one another in solving some of the toughest challenges. We’re always on the lookout for creative opportunities to do right by our customers, and each other. Together, we’re creating a better way to work, united by our common passion to make a difference.

Company Overview:

eHealth is a leading online marketplace connecting individuals and families with affordable, quality health insurance. Through partnerships with over 200 health insurance carriers, we offer a wide range of plans, including Medicare Advantage, Medicare Supplement, Part D prescription drug plans, individual, family, small business, and ancillary insurance solutions nationwide. eHealth is committed to improving the customer experience and enhancing the value it provides to brokers, employers, and employees through innovative solutions like Iris by eHealth, our ICHRA offering.

Role Overview:

As the Director of Employer & Individual Customer Experience, you will be responsible for leading the end-to-end (E2E) customer experience strategy, with a particular focus on delivering a seamless and exceptional experience for brokers, employers, and employees using eHealth’s ICHRA solution, Iris. You will drive customer experience initiatives across a wide variety of touchpoints, working closely with cross-functional teams including digital product, operations, internal call centers, and external vendors. You’ll oversee the development of solutions that create a best-in-class experience while ensuring alignment with business goals such as customer acquisition, retention, and satisfaction.

In this role, you will be accountable for ensuring the creation and delivery of high-quality service, streamlining workflows, and promoting operational excellence across the customer lifecycle. Reporting to the GM, VP of Employer & Individual, you will partner with key stakeholders across product, sales, and operations to drive initiatives that improve the customer journey and elevate our employer and individual health insurance solutions.

Key Responsibilities:

• Lead End-to-End (E2E) Customer Experience: Own the development and execution of a seamless experience for brokers, employers, and employees using Iris by eHealth. From onboarding to support, ensure customers enjoy a frictionless journey that exceeds expectations.
• Collaborate Across Functions: Work with internal teams (operations, product, call center, carrier relations, marketing) and external partners to ensure alignment of objectives, create and implement initiatives, and resolve pain points in the customer experience.
• Develop Best-in-Class Experiences: Leverage customer insights, market research, and feedback to design innovative experiences that set Iris by eHealth apart from competitors, continuously enhancing user engagement and satisfaction.
• Optimization of Touchpoints: Identify opportunities to improve key customer touchpoints, driving continuous optimization across online self-service experiences, support channels, and direct engagements.
• Vendor Relationship Management: Oversee the vendor relationships to ensure effective delivery of services and seamless integration between their platform and eHealth’s offerings, maintaining high levels of service quality and customer satisfaction.
• Operational Excellence & Process Improvement: Lead initiatives to optimize workflows, reduce friction, and streamline processes across teams (e.g., call center operations, product delivery) to ensure a smooth customer experience at every step.
• Customer-Centric Strategy: Ensure that all customer experience strategies and tactics are rooted in a deep understanding of the needs of brokers, employers, and employees, focusing on building long-term relationships and loyalty.
• Metrics & Performance Tracking: Establish KPIs and regularly monitor performance to ensure a positive customer experience is being delivered across all touchpoints. Drive actions based on customer feedback and performance data to continuously improve service levels.
• Cross-Functional Leadership: Build and lead a high-performing team that collaborates effectively across departments to meet customer needs. Cultivate a culture of service excellence and accountability in all customer interactions.

Ideal Experience & Qualifications:

• 10+ years of experience in customer experience, product management, or operations, with a focus on health insurance or similar B2B/B2B2C products.
• Proven track record in leading cross-functional teams to deliver exceptional customer experiences across multiple channels.
• Strong understanding of customer journey mapping and experience optimization within health insurance, particularly in the Employer & Individual segment.
• Experience working with vendors and external partners to deliver integrated solutions.
• Solid operational background with experience in improving customer support functions, including call center operations.
• Demonstrated leadership skills with the ability to inspire and manage cross-functional teams, driving collaboration and innovation.
• Strong data-driven mindset, leveraging analytics to inform decision-making and drive continuous improvement.
• Excellent communication and interpersonal skills, with the ability to effectively present ideas and influence stakeholders at all levels of the organization.
• Strong project management and organizational skills with the ability to manage multiple priorities and lead initiatives to successful completion.
• Demonstrate eHealth’s values in your behaviors, practices, and decisions.

Who You Are:

• Customer-Centric: You’re passionate about delivering outstanding customer experiences and have a deep empathy for brokers, employers, and employees.
• Collaborative Leader: You excel in cross-functional collaboration and can lead teams through complex challenges to achieve shared goals.
• Results-Driven: You are focused on achieving tangible outcomes, from customer satisfaction to operational improvements, and hold yourself accountable for results.
• Innovative Problem Solver: You are proactive in identifying and solving issues and have the creativity and agility to drive improvements.
• Data-Driven: You leverage insights and data to optimize processes and continually enhance the customer experience.
• Strategic Thinker: You have a clear vision for what the customer experience should look like and the strategic acumen to bring that vision to life.

Location:

This role can be based remotely anywhere in the United States.

What we offer (benefits):

• Generous benefits include medical, dental and vision beginning on your first day of employment
• 401K with matching
• Tuition reimbursement
• Employee stock purchase program
• 12 company paid holidays and flexible time off (PTO for non-exempt)

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The base pay range reflects the anticipated pay range for this position. The actual base pay offered will depend on various factors including individual skills, experience, performance, qualifications, the department budget, and the location where work is performed. Base pay is one component of eHealth’s total rewards package, which also includes an annual performance bonus, plus an array of benefits designed to support employees’ personal and professional wellness. For more information on our total rewards offerings, please visit our career site.

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Base Pay Range -$150,500 - $200,600

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eHealth is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, national origin, age, marital status, sexual orientation, genetic information, disability, protected veteran status, or any other consideration made unlawful by applicable federal, state or local laws. The foundation of these policies is our commitment to treat everyone fairly and equally and to have a bias-free work environment.