Director, Member Lifecycle and Personalization

Job Description

A bit about this role:

You’ll own member retention for members across AEP, members at risk of leaving, and preventing involuntary loss. You’ll also build the shared capabilities that every engagement journey runs on: experimentation, decisioning, and contact governance across SMS, email, push, in-app, mail, and outbound phone. The leaders who own onboarding, clinical engagement, and MyDevoted are your partners, and they should move faster because of what you build.

This is a player-coach role. In your first quarter, you’ll write the first experiment plan, build a journey, and draft the first cross-journey contact policy. You’ll lead our engagement operations team. You’ll add the capabilities it needs next and move our work from hand-built programs to a system that composes, tests, and learns. 

Engagement runs on Devoted’s own technology platform, the same one behind our growth, so you’ll have control over data, decisioning, and the member experience that off-the-shelf tools can’t offer. The journeys and channels are built. We need the leader who builds the intelligence that decides what each member needs next. 

You’ll report to the Chief Experience Officer.

Responsibilities will include:

• 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.

Required skills and experience:

• 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.

Desired skills and experience:

• 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

#LI-Remote

Salary range: $182,000 - $278,000 / year

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• 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....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.