Senior Manager, Engagement Operations

📋 Description

• Map and refine the end-to-end member journey — activation, engagement, and retention — ensuring
• Build and maintain multi-channel lifecycle campaigns across email, SMS, phone and print that drive
• Partner with the Director of Member Engagement to translate journey strategy into segmented
• Optimize campaigns through ongoing gap analysis of messaging, timing, and channel mix.
• Identify lead journey gaps and drop-offs, then deploy targeted interventions to close them.
• Execute A/B tests and drive continuous experimentation across campaigns and channels.

🎯 Requirements

• 10+ years in lifecycle marketing, CRM/marketing operations, or member/customer engagement, ideally
• Experience in Healthcare or value-based care environments is strongly preferred.
• Strong hands-on expertise in architecting workflows, campaigns, integrations, and data governance
• Experience with marketing automation platforms such as HubSpot, Braze, Iterable, or Customer.io a
• Experience managing external vendors or agencies, ideally including print or direct mail production.
• Proven experience executing automated, multi-channel campaigns and workflows across SMS, email