Business Systems Lead, Customer Lifecycle

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!

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.

• 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

• 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…