Description
The Opportunity We are looking for a
Senior Manager, User Engagement to own how Thrive guides, activates, and supports the people who use our platform, from their first invitation through to the outcomes they achieve. This is a new role and the first dedicated owner of this function.Our participants are going through something real: some have just been laid off, some are early in their careers, some are long-term unemployed, and some are mid-career and looking to upskill. You will inherit existing systems, design journeys for each of these audiences, build and test the communication infrastructure that reduces manual work and frees our participant-facing team to focus on high-value conversations. What you learn about how people engage will also help shape our product and AI experience.
This is
a strategic, and hands-on role . You will apply your experience to the evidence we measure, in order to design, test and implement digital systems that can drive user engagement, and positive outcomes.
What You'll Do Lifecycle Strategy & Journey Design - Design the communication through the entire participant journey - from first invitation through activation, engagement, and outcome, across distinct audiences such as recently laid-off workers, early-career job seekers, long-term unemployed participants, and workers in need of upskilling.
- Bring intentionality to every stage: what we say, when we say it, and how we say it to someone in a vulnerable moment.
- Apply behavioural insight, including cognitive load, choice architecture, and how people make decisions under stress, to make it easier for participants to take the next step.
Systems & Automation - Own our instance of Intercom, and other communication tools, as a hands-on operator: build, test, and maintain automated sequences, triggers, and messaging.
- Reduce manual intervention so our Client Services and delivery teams can spend their time on the conversations that matter most.
- Document and maintain the engagement playbooks our teams deliver against.
Data, Measurement & Iteration - Own engagement and activation metrics across our business units and report on what is working.
- Design tests with sound methods, including clear comparators and pre/post measurement, and account for external factors when explaining results.
- Spot patterns in underperformance and make evidence-based changes without waiting to be asked.
Cross-Functional Partnership - Partner with Customer Success, Product, and Marketing, being clear about what you own and consultative about what you need.
- Share participant insights with Product to inform platform and AI design.
What You'll Bring - Meaningful experience engaging audiences who need to be guided, activated, and supported through a hybrid people-led and online platform.
- Background at the intersection of communications strategy, CRM systems, and human outcomes, for example in online learning, workforce development or government employment services, health, wellness or benefits platforms, or HR tech, career development, and outplacement.
- Deep, hands-on experience with Intercom, including workflows you have configured yourself.
- Comfort pulling your own data, spotting patterns, and iterating quickly.
- Exceptional, empathetic writing for people navigating job loss or career transition.
- A builder's mindset: you are energized by ambiguity and the absence of a playbook, and you create structure rather than waiting for it.
What We Offer - Ownership of a growing function.
- Cross-functional visibility and influence on product and platform design.
- The expected base salary range for this role is $90,000.00 - $120,000.00 CAD per year.
- A collaborative, mission-driven environment where the work you do directly improves outcomes for program participants across Canada and the world.
Compensation
$90,000.00 - $120,000.00 per year
