Sleep Doctor - Technical Product Associate, Lifecycle

• Understand the Systems • Learn the stack: Become familiar with every system that supports the customer and patient journey, including Shopify, Zoho CRM, Canvas Medical, NikoHealth, Customer.io, billing systems, and supporting integrations. • Learn the stack: • Become the Customer.io expert: Understand the data Customer.io requires, how that data is delivered, and where improvements are needed. • Become the Customer.io expert: • Map the customer journey: Document the complete customer lifecycle from first interaction through consultation, purchase, fulfillment, renewal, and re-engagement. Identify what data exists at each stage and where it resides. Document system architecture, lifecycle journeys, integration points, and data definitions. • Map the customer journey: • Identify Triggers & Data Points • Identify customer events: Define the customer events that should trigger lifecycle communications, including cart abandonment, consultation scheduling, therapy shipment, prescription expiration, and adherence milestones. • Identify customer events: • Write requirements and maintain documentation: Document audience definitions, timing, required data, business rules, and priority for each lifecycle trigger. Keep lifecycle journeys and trigger documentation current as new experiences are introduced. • Write requirements and maintain documentation: • Make the Data Available in Customer.io • Own data availability: Ensure lifecycle triggers are supported by accurate and complete data within Customer.io. • Own data availability: • Configure integrations and data flows: Configure APIs, webhooks, and existing integrations when the work can be completed without Engineering support. • Configure integrations and data flows: • Partner with Engineering when needed: Define requirements for new pipelines or integrations and work with Engineering and Data to implement and validate them. • Partner with Engineering when needed: • Monitor data quality: Regularly audit lifecycle events and customer attributes to ensure data accuracy and reliability. • Monitor data quality: • Troubleshoot integrations: Investigate missing events, broken data flows, and synchronization issues across systems, and resolve them independently whenever possible. • Troubleshoot integrations: • Partner with Marketing • Design lifecycle capabilities: Define the customer events, audiences, data requirements, and technical specifications that enable Marketing to build lifecycle campaigns. • Design lifecycle capabilities: • Translate across teams: Help Marketing understand system capabilities and help Engineering understand lifecycle requirements. • Translate across teams: • Support quality assurance: Validate audiences, timing, and customer data before new lifecycle campaigns are launched. • Support quality assurance: • Measure and Improve Performance • Own lifecycle metrics: Monitor core Care Journey throughput. • Own lifecycle metrics: • Identify opportunities for improvement: Work with Marketing to evaluate segmentation, timing, frequency, and channel performance using campaign results and funnel metrics. • Identify opportunities for improvement: • Evaluate lifecycle experiments and recommend changes based on customer behavior and business outcomes. • Evaluate lifecycle experiments • Create and maintain clear documentation for lifecycle journeys, data definitions, integration requirements, and trigger logic. • Create and maintain clear documentation • Leverage AI • Leverage AI • Use AI tools to accelerate documentation, debugging, integration work, and workflow automation. • Identify opportunities to automate repetitive operational processes across the customer lifecycle. • Experiment with emerging AI capabilities to improve internal workflows and the customer experience.