Director, Member Lifecycle – Personalization

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $182k - $278k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 0%

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Devoted Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • Healthcare Insurance • Wellness

Devoted Health is a healthcare company that offers Medicare Advantage plans designed to provide comprehensive health coverage with added benefits like dental, eyewear, gym memberships, and prescription drugs at competitive rates. The company emphasizes member support and service, ensuring that clients can easily navigate their benefits and access needed healthcare services. Devoted Health is committed to helping customers save money and enhance their health and wellness through a complete package of benefits and support.

📋 Description

• Own member retention for members across AEP, members at risk of leaving, and preventing involuntary loss. • Build shared capabilities for experimentation, decisioning, and contact governance across SMS, email, push, in-app, mail, and outbound phone. • Write the first experiment plan, build a journey, and draft the first cross-journey contact policy. • Lead the engagement operations team and add the capabilities it needs next. • Move engagement work from hand-built programs to a system that composes, tests, and learns. • Assess testing, targeting, and decisioning capabilities and set a plan to close gaps. • Increase the number and speed of tests, using holdouts, decision rules, and recommendations on what scales, changes, or stops. • Maintain a learning agenda for slow, noisy health outcomes and a once-a-year enrollment cycle. • Own the plan-year member journey for retention and renewal. • Partner with the insights team so disenrollment learnings inform annual benefit design. • Build contact governance covering frequency limits, suppression, quiet hours, and channel preferences. • Partner with Legal, Compliance, and clinical leaders on contact policy. • Decide what to send, through which channel, when to send it, and when to send nothing. • Work with the content team to operationalize campaigns into durable pieces across more than 700 plan variations. • Lead the engagement operations and content team and own reliability, compliance, and quality. • Develop leaders, hire for future needs, and set the operating rhythm for system-driven work. • Report to the Chief Experience Officer.

🎯 Requirements

• 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. • Good judgment and curiosity/experience about AI evaluation, human oversight, and where deterministic rules work better than models. • 10+ years of experience, including leading leaders. • Experience in consumer subscription, fintech, consumer health, or marketplace businesses is desired. • Experience in healthcare, insurance, financial services, or other regulated, trust-dependent environments is desired. • Experience on either side of engagement platforms is desired.

🏖️ Benefits

• 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 • Parental leave program • 401K program • Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles • Total Rewards package for full time employees only

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