Director, Member Lifecycle and Personalization

Responsibilities

• Testing, learning, and measurement strategy. You’ll assess where our testing, targeting, and decisioning capabilities stand today and set the plan to close the gaps. Then you’ll raise how many tests we run and how fast we act on them. That means holdouts across every channel; a decision rule set before each launch; and a clear recommendation on what scales, what changes, and what stops. You’ll keep a learning agenda that works with slow, noisy health outcomes and a once-a-year enrollment cycle.
• Plan-year lifecycle (retention and renewal). You’ll own the member journey around the plan year. You’ll partner with our insights team so disenrollment learnings feed directly into our annual benefit design process.
• Contact governance. You’ll build one view of every message a member receives and turn it into a user-centered, data-informed policy that systems enforce: frequency limits, suppression, quiet hours, and channel preferences across the health plan and medical group. You’ll do this in partnership with Legal, Compliance, and clinical leaders.
• Decisioning. You’ll weigh each member’s competing needs (clinical, retention, and service) to decide what to send, on which channel, and when to send nothing. You’ll start with rules and add models where they earn their place.
• Composable content. Work with content team to operationalize hand-built campaigns into a small set of durable pieces that can be combined and tested across more than 700 plan variations.
• Team leadership and operations. You’ll lead our engagement operations and content team and own the reliability, compliance, and quality of everything it ships. You’ll develop its leaders, hire for what we need next, and set the operating rhythm as the work shifts from hand-built to system-driven.

Requirements

• You’ve built experimentation or personalization programs for consumers.
• You’ve owned a consumer metric end to end and moved it.
• You’ve built and grown a team, including hiring leaders.
• You’re a player-coach. You can design an experiment and defend its statistics, challenge an engineering estimate, and rewrite a message yourself.
• You’ve used emerging technology to materially improve engagement work, and you have good judgment and curiosity/experience about AI evaluation, human oversight, and where deterministic rules work better than models.
• You have 10+ years of experience, including leading leaders.

Preferred

• Consumer subscription, fintech, consumer health, or marketplace businesses where retention is the business model
• Healthcare, insurance, financial services, or other regulated, trust-dependent environments
• Experience on either side of engagement platforms: running lifecycle or CRM programs on them, or building them

Benefits

• Employer sponsored health, dental and vision plan with low or no premium
• Generous paid time off
• $100 monthly mobile or internet stipend
• Stock options for all employees
• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
• Parental leave program
• 401K program
• And more....