This is a remote role with occasional (up to 1x/month) in-office meetings.

Mass General Brigham Health Plan is an exciting place to be within the healthcare industry. As a member of Mass General Brigham, we are on the forefront of transformation with one of the world’s leading integrated healthcare systems. Together, we are providing our members with innovative solutions centered on their health needs to expand access to seamless and affordable care and coverage.

Our work centers on creating an exceptional member experience – a commitment that starts with our employees. Working with some of the most accomplished professionals in healthcare today, our employees have opportunities to learn and contribute expertise within a consciously inclusive environment where diversity is celebrated.

We are pleased to offer competitive salaries and a benefits package with flexible work options, career growth opportunities, and much more.

The Digital Platform Success Engineer is responsible for ensuring the stability, scalability, and usability of key digital platforms (including knowledge base, customer relationship management, content management system, and behavioral analytics platforms) across Mass General Brigham Health Plan. This role will collaborate closely with cross-functional teams to optimize platform performance, support configuration needs, and enhance the overall digital experience for our members, providers, employers, brokers, and staff. The Digital Platform Success Engineer plays a critical role in maximizing the utility of our digital platforms to support the health plan’s vision and strategic objectives.

Essential Functions:

Platform Optimization and Support:

• Collaborate with cross-functional teams to define platform requirements and optimization strategies.
• Ensure platforms are scalable and can support future growth and new features.
• Conduct regular performance reviews and implement enhancements to improve platform stability and efficiency.

Configuration Management:

• Lead the configuration and customization of digital platforms to meet business needs.
• Develop and maintain platform configuration documentation and best practices.
• Support the business in utilizing platform capabilities to enhance member experiences and operational efficiency.

Technical Integration and Troubleshooting:

• Work closely with IT and development teams to ensure seamless integration of platforms with other systems and tools.
• Troubleshoot and resolve platform issues, ensuring minimal disruption to operations.
• Provide technical guidance and support during the implementation of new features and updates.

Collaboration and Communication:

• Act as a liaison between business units and technical teams to ensure a shared understanding of platform capabilities and limitations.
• Facilitate open communication and collaboration to address platform-related challenges and opportunities.
• Conduct training sessions and create user guides to empower teams to utilize platform features effectively.

Innovation and Continuous Improvement:

• Stay informed about industry trends and emerging technologies related to digital platforms.
• Provide insights and recommendations for platform enhancements and new features.
• Drive continuous improvement initiatives to enhance platform performance and user satisfaction.

User Experience and Feedback:

• Collaborate with UX/UI designers to ensure platforms provide a seamless and intuitive user experience.
• Gather and analyze user feedback to inform platform improvements and innovations.
• Coordinate user acceptance testing (UAT) to validate platform updates and new features.

Qualifications:

Required:

• Bachelor’s Degree in Computer Science, Information Systems, or related field, or equivalent experience.
• 3+ years of experience in platform management, technical support, or a related role.
• Strong understanding of platform architecture, integration, and configuration best practices.
• Excellent communication and collaboration skills.
• Experience with Microsoft Dynamics, Adobe Experience Manager, and/or NICE / CXOne
• Experience with CCaaS, MarTech, CRM, and Analytic Tools
• HTML, CSS, .NET, and/or Javascript experience

Preferred:

• Experience with healthcare digital platforms and technologies.
• Familiarity with cloud-based platforms and services.
• Knowledge of Agile methodologies and experience working in Scrum or Kanban environments.