ChamberCardio - Senior Manager, Engagement Operations
Requirements
• 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 Customer.io http://Customer.io 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. • 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. • Remote or hybrid options available. Periodic travel to practice sites or Chamber offices may be required.
Responsibilities
• Member Journey & Lifecycle Strategy • 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. • CRM & Marketing Operations • 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. • Vendor & Partner Management • 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. • What You’ll Achieve in Your First 90 Days • 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.
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