Senior Manager, Engagement Operations
1 нед. назад
Страна неизвестнаSeniorRemote
crmautomationcampaign managementdata analysis
Manage and build member journey systems including CRM, lifecycle infrastructure, and campaign flows to optimize engagement and retention.
О компании
- Cardiovascular disease remains America’s leading cause of death. Chamber is rebuilding cardiology around outcomes, not volume, partnering with independent cardiologists to lead population health through technology, data, and operational tools that turn complex insights into better patient care.
- Our model combines clinical expertise, thoughtful design, and a modern operating platform for physicians, patients, and payers. By pairing cutting-edge AI with a relentless focus on human care, we aim to transform heart health at scale.
Обязанности
- We’re looking for a Sr. Manager, Engagement Operations to build Chamber’s member journey systems from the ground up. Reporting to the Director of Member Engagement, you’ll design and launch the CRM, lifecycle infrastructure, campaign flows, and automations, partnering with Data to ensure everything is measured.
- In this zero-to-one builder role, you’ll work cross-functionally to turn member journey strategy into scalable flows and automations.
- This role is central to Chamber’s long-term success: building workflows, automations, and campaigns that optimize the funnel and Outreach team productivity as we scale.
Требования
- 10+ years in lifecycle marketing, CRM/marketing operations, or member/customer engagement, ideally building programs from scratch at an early-stage company.
- Experience in Healthcare or value-based care environments is strongly preferred.
- Strong hands-on expertise in architecting workflows, campaigns, integrations, and data governance from scratch.
- Experience with marketing automation platforms such as HubSpot, Braze, Iterable, or a plus.
- 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, direct mail, and related channels.
- Working knowledge of email deliverability fundamentals — authentication (SPF/DKIM/DMARC), list hygiene, and spam complaint management.
- Familiarity with SMS compliance and deliverability requirements (10DLC/toll-free registration, TCPA, opt-in/opt-out management).
- Analytical thinkers who use data to decide, troubleshoot, and measure campaign impact.
- Strong communicator and collaborator who aligns Care Teams, Product, Network Operations, and external partners around shared goals.
- Comfortable navigating ambiguity, solving problems in real time, and wearing multiple hats in a fast-moving environment.
- Passionate about creating seamless, high-quality experiences for Chamber’s members.
Условия
- Remote or hybrid options available. Periodic travel to practice sites or Chamber offices may be required.
Другое
- Map and refine the end-to-end member journey — activation, engagement, and retention — ensuring every touchpoint is timely, relevant, and on-brand.
- Build and maintain multi-channel lifecycle campaigns across email, SMS, phone and print that drive activation, retention, and longitudinal care.
- Partner with the Director of Member Engagement to translate journey strategy into segmented, triggered, and always-on campaigns.
- 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.
- Support copy, design, and QA for member-facing materials to ensure accuracy, brand consistency, and polish before each send.
- Own and architect HubSpot from the ground up, including workflows, automations, segmentation, data hygiene, and permissions.
- Build Chamber’s first scalable campaign build and QA processes to ensure every send is accurate, deliverable, and error-free at scale.
- Partner with the Associate Director, Data Analyst on engagement reporting so campaigns reflect real operations and can be tracked accurately across channels.
- Own SMS send operations — carrier registration (10DLC/toll-free verification), opt-in/opt-out compliance, and message throughput and deliverability.
- Secure and manage toll-free (800#) numbers for member-facing SMS and voice, including provisioning, verification, and carrier registration.
- Manage engagement operations across email, SMS, Agentic AI, print, and other vendors.
- Own third-party engagement partnerships — including freelance design artists, agency work, and print vendors — managing scope, timelines, and deliverable quality.
- Serve as the internal contact for vendor performance, troubleshooting, invoicing, and issue of escalation.
- Support the evaluation and eventual centralization of vendor relationships as Chamber’s engagement operations scale.
- Become fluent in Chamber’s HubSpot instance, active journeys, and vendor relationships, documenting what exists and what does not.
- Establish Chamber’s first operating standards for campaign QA, data hygiene, and vendor management as the baseline for scale.
- Architect and launch at least one full lifecycle journey end-to-end, from CRM workflow to measurable, trackable output.
- Present an update to leadership on early engagement metrics, journey performance, and a roadmap for scaling automation and vendor relationships.
- Our values guide how we lead, collaborate, and care:
- Low Ego: We stay grounded, curious, and open to feedback.
- Empathy: We build trust through compassion and thoughtful communication.
- Courage: We take action, think critically, and challenge ideas respectfully.
- Ownership: We follow through with integrity and hold ourselves to high standards.
- Grit: We push through ambiguity, move with urgency, and solve problems with horsepower and heart.