Concierge Engagement & Marketing Manager

Sword Health is shifting healthcare from human-first to AI-first through its AI Care platform, making world-class healthcare available anytime, anywhere, while significantly reducing costs for payers, self-insured employers, national health systems, and other healthcare organizations. Sword began by reinventing pain care with AI at its core, and has since expanded into women’s health, movement health, and more recently mental health. Since 2020, more than 700,000 members across three continents have completed 10 million AI sessions, helping Sword's 1,000+ enterprise clients avoid over $1 billion in unnecessary healthcare costs. Backed by 42 clinical studies and over 44 patents, Sword Health has raised more than $500 million from leading investors, including Khosla Ventures, General Catalyst, Transformation Capital, and Founders Fund. Learn more at www.swordhealth.com. About Sword Predict Sword Health Predict is an AI-powered system that identifies members at high risk for needing costly musculoskeletal (MSK) or pelvic surgery. By analyzing data like social determinants of health, clinical indicators, and claims, Predict detects these individuals early, sometimes months before a surgery decision, and connects them with digital physical therapy and human support to avoid unnecessary procedures and reduce overall healthcare costs. The Role Mission Own and execute Sword Predict's multi-channel outreach strategy end-to-end. You'll be a campaign creation machine, rapidly testing and iterating across email, SMS, direct mail, and AI-powered conversations to drive member engagement with our core products. This role demands both strategic thinking and hands-on execution - you'll conceive campaigns and implement them yourself, leveraging both AI tools and traditional marketing tactics to maximize conversions. Why This Role Exists Predict identifies thousands of high-risk members who need our help. We need someone who can build, test, and scale personalized outreach campaigns across every channel - someone who thrives on experimentation, owns outcomes completely, and can move fast while maintaining quality. You'll be responsible for convincing members to choose Sword's products over traditional healthcare options. What You'll Own

Campaign Creation & Execution (40%)

Product Marketing & Positioning (30%)

AI-Powered Outreach (20%)

Campaign Creation & Execution

Design and launch multi-touch campaigns across email, direct mail, SMS, and other owned channels for all Sword products (Thrive, Bloom, Move, Mind)

Run rapid experimentation cycles: DM tests, email A/B tests, SMS variations, new channel pilots

Write compelling copy that converts - from subject lines to full email sequences to landing pagesBuild campaign assets directly: HTML emails, Jinja templates, journey workflows in marketing automation platforms

Coordinate with CSMs and partners to align messaging and manage client-specific requirements

Product Marketing & Positioning

Develop deep expertise in all Sword products to create persuasive campaigns that differentiate us from traditional healthcare

Create segment-specific messaging that resonates with different member populations and risk profiles

Build reusable content libraries: email templates, SMS snippets, value propositions for each product

Partner with Product team to translate features into member benefits

AI-Powered Outreach

Optimize AI concierge conversations through prompt engineering and conversation flow design

Establish voice and tone guidelines for AI-generated content across channels

QA and refine AI outputs to ensure brand consistency and compliance

Build evaluation frameworks to measure AI vs. human-generated content performance

Analytics & Optimization (10%)

Own the full funnel: track opens → clicks → calls booked → enrollments → first sessions → sustained engagement

Instrument every campaign with proper tracking and attribution

Analyze performance weekly and iterate based on data - kill what doesn't work, double down on what does

Report on ROI and campaign effectiveness to leadership

Day-to-Day Responsibilities

Your typical week might include:

Monday: Analyzing weekend campaign performance, proposing 3 new email tests for the week

Tuesday: Writing HTML for new email templates, setting up A/B tests in Iterable

Wednesday: Meeting with CS and enrollment strategist team to align on messaging, reviewing AI agent conversation logs for optimization opportunities

Thursday: Building a new SMS journey for prior authorization members, updating DM test creative

Friday: Creating next week's campaign calendar, documenting winning tests for the content library

You'll regularly:

Ship 3-5 new campaign tests per week across channels

Write and deploy email campaigns, SMS sequences, and direct mail tests

Build and maintain HTML/CSS email templates and Jinja personalization logic

Coordinate with concierge team to align human and AI outreach efforts

Troubleshoot technical issues in marketing automation platforms

Present campaign results and recommendations to stakeholders

What Success Looks Like:

30 Days:

Shipped your first 5 campaign tests across at least 2 channels

Documented current state of all active campaigns and identified optimization opportunities

Built relationships with Growth Product, Data, and Engineering teams

 Created your first product-specific email sequence

60 Days:

Running 10+ concurrent experiments across email, SMS, and DM

Established testing framework and reporting dashboard

Launched at least one new lifecycle journey from scratch

Demonstrated measurable lift in at least one key metric

90 Days:

Built comprehensive content library with proven templates for each product

Achieved 20%+ improvement in enrollment conversion rate through testing

Established yourself as the go-to expert for all things outreach

Created scalable processes for rapid campaign deployment

Required Experience:

You should know how to design and implement AI-powered workflows or automations that meaningfully improve efficiency and outcomes.

3-7 years in growth, lifecycle, or performance marketing with proven ability to drive conversion metrics

Hands-on campaign execution experience - you've personally built and deployed campaigns, not just strategized them

Multi-channel expertise: Email, SMS, direct mail, and ideally some experience with conversational/chat interfaces

Technical comfort: HTML/CSS for emails, basic understanding of APIs and data flows, marketing automation platforms

Data-driven mindset: You live in spreadsheets and dashboards, constantly forming and testing hypotheses. Familiarity with Looker or similar tools is critical 

Exceptional writing skills: You can write copy that converts across different formats and audiences

Proven track record of scaling outreach programs to 10k+ contacts/month while maintaining quality

Required Skills & Attributes:

Builder mentality: You'd rather ship an imperfect test today than a perfect campaign next month

Systems thinker: You see patterns and create repeatable processes from chaos

Extreme ownership: You don't wait for others - if something needs doing, you figure it out

Cross-functional collaboration: You work effectively with Product, Engineering, Data, and Operations teams

Comfortable with ambiguity: You thrive in fast-moving environments where priorities shift

What We'd Love to See:

Healthcare or digital health marketing experience

Experience with Iterable, Braze, or similar marketing automation platforms

Familiarity with LLM tools (GPT, Claude) and prompt engineering

Basic SQL or data analysis skills

Experience with compliance requirements in regulated industries

Track record of building marketing operations from scratch

Comfort with structured content formats (YAML, JSON)

Experience with A/B testing tools and statistical significance

Familiarity with customer data platforms and segmentation

Knowledge of email deliverability best practices