Content and Engagement Manager
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Content and Engagement Manager based in the United States.
This role owns a portfolio of member communications designed to drive meaningful action across critical healthcare journeys.
You will manage campaigns across SMS, email, print, outbound calls, digital experiences, and chat from initial intake through post-launch analysis.
The position combines campaign operations, content development, project management, experimentation, and performance measurement.
You will partner with clinical, quality, product, technology, and engagement teams to turn complex objectives into clear, effective member experiences.
Working in a regulated environment, you will maintain high standards for accuracy, compliance, accessibility, and quality while keeping campaigns moving efficiently.
You will also help shape contact strategy, ensuring competing communications are sequenced thoughtfully and members receive relevant outreach at the right time.
This is an opportunity to improve engagement at significant scale while using data, process innovation, and AI-enabled tools to make communications more effective.
Accountabilities
Own a portfolio of member engagement campaigns from intake through post-launch readout, including scoping, timelines, coordination, execution, and follow-through.
Manage campaigns spanning onboarding, clinical outreach, quality measures, plan education, digital adoption, and other member engagement priorities.
Translate incoming requests into complete briefs and detailed scoping documentation covering content, technical, operational, and campaign requirements.
Partner with engagement strategy and service design teams to develop new member journeys, including objectives, channel mix, sequencing, messaging, and calls to action.
Design campaigns to support learning and measurable improvement by incorporating holdouts, variants, hypotheses, and performance readouts where appropriate.
Collaborate with clinical, quality, product, technology, and other cross-functional partners to turn program goals into actionable campaigns.
Own campaign QA standards across channels and conduct launch health checks covering volumes, responses, errors, and other operational indicators.
Apply contact governance practices, including suppression rules, contact history, and thoughtful sequencing of competing member communications.
Monitor automated campaigns after launch, identifying outdated content, workflow drift, logic issues, and population mismatches that could affect performance.
Maintain accurate project status, ownership, timelines, and next steps within project management systems, ensuring smooth and complete handoffs.
Provide day-to-day guidance to a Member Engagement Operations Associate on shared campaigns and quality assurance activities.
Deliver at least one scoped process improvement each quarter, demonstrating measurable outcomes such as time saved, fewer handoffs, reduced errors, or improved testing.
Use AI tools for appropriate repetitive tasks such as drafting, summarization, quality checks, documentation, and initial translation, while sharing effective practices across the team.
3-6 years of experience in project management, program management, communications operations, engagement operations, or a closely related field.
Exceptional attention to detail, with the ability to identify issues such as incorrect dates, broken links, inaccurate audience lists, and other campaign-quality problems.
Experience supporting health program engagement or similar initiatives designed to encourage people to complete important actions such as scheduling, screening, verification, medication refills, or other beneficial activities.
Hands-on experience supporting A/B testing, holdout testing, or other experimentation approaches, with an understanding of the importance of control groups and measurable outcomes.
Practical experience using project management platforms such as Monday.com, Asana, Jira, or Smartsheet, including configuring views, workflows, or automations.
Experience designing campaigns or member journeys rather than solely executing pre-defined briefs.
Ability to use campaign and performance data to evaluate results and determine what should change next.
Demonstrated history of improving operational processes through practical solutions such as checklists, templates, workflows, or automation.
Genuine interest in AI tools and hands-on experience experimenting with AI to improve productivity, quality, or campaign operations.
Strong writing and communication skills, with the ability to turn ambiguous requirements into clear, actionable plans.
Professional fluency in Spanish, written and spoken, is a meaningful advantage.
Experience in healthcare, public health, or another regulated environment is preferred.
Experience with Medicare Advantage or Stars/quality measures is a plus.
Light technical fluency with SQL, Looker, similar analytics tools, or no-code/low-code workflow platforms is desirable.
Experience communicating with older adults or other audiences where plain language, accessibility, and clarity are particularly important is beneficial.
Annual salary range of $73,000-$114,083, with the final offer determined by factors including experience, qualifications, skills, education, certifications, and work location.
Employer-sponsored medical, dental, and vision coverage with low or no employee premiums.
Generous paid time off.
$100 monthly mobile or internet stipend.
Stock options for all employees.
Bonus eligibility for applicable roles.
Parental leave program.
401(k) program.
Opportunity to work in a mission-driven healthcare environment focused on improving experiences and outcomes for older adults.
Collaborative and supportive workplace that values diverse perspectives, inclusion, and professional contribution.
Opportunities to work with data, AI-enabled tools, experimentation, and innovative approaches to member engagement.