Manager, Member Lifecycle Communications & Automation

Who we are

Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®.

We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement. 

About the role

The Manager, Member Lifecycle Communications & Automation is responsible for supporting the strategy, design, and delivery of member communications at scale - across digital and traditional channels. This role combines strategic vision with hands-on execution to create seamless, data-driven member experiences that drive engagement, improve satisfaction, and deliver measurable results.

 You’ll build and evolve automated communication systems, leverage testing and analytics to inform strategy, and guide a growing team in executing with precision and agility. Ideal candidates bring healthcare or benefits experience (e.g., at a navigation, health tech, or point solution organization) and a proven track record of developing scalable, intelligent communication systems that use automation and insights to continually improve.

Location: This position is located at our Dublin, OH campus with hybrid flexibility or may work remotely anywhere in the United States of America.

What you’ll do

Strategy & Planning

• Develop and evolve the member communications roadmap across key lifecycle stages.
• Use data and testing insights to inform strategy, segmentation and personalization.
• Partner with Product, Operations, Clinical, and Marketing to align timing and messaging.
• Establish KPIs and measurement frameworks to track engagement, automation, and ROI.

Automation & Systems

• Build and scale automated, multi-channel journeys (email, SMS, direct mail) in HubSpot or similar tools.
• Design modular workflows that are flexible, efficient, and easy to optimize.
• Integrate data sources to trigger personalized, real-time communications.
• Maintain automated dashboards to monitor performance and enable rapid iteration.
• Ensure governance, deliverability, compliance, and data integrity.

Testing, Optimization & Insights

• Foster a culture of continuous testing and data-driven decision-making.
• Use automation and analytics to refine message timing, frequency, and relevance.
• Partner with analytics teams to turn insights into actionable communication strategies.
• Standardize testing and automation best practices for scale and consistency.

Team Leadership & Process Management

• Manage and mentor a team supporting member communications
• Set clear goals, KPIs, and accountability for quality and efficiency.
• Align daily execution with broader strategic priorities.
• Stay ahead of trends in automation, AI-driven personalization, and omnichannel engagement (e.g., interactive QR codes, AI-generated insights) to improve results.
• Use data analysis and member feedback to identify gaps and guide optimization.
• All other duties as assigned.

 What you’ll bring

• 5-7+ years of experience in marketing communications, member engagement, or lifecycle marketing.
• 2-3+ years leading automation or CRM-driven communication systems at scale.
• Proven experience using data and testing to drive decisions, segment audiences, and optimize communications.
• Experience within healthcare, benefits, or a member-centric organization (e.g., payer, point solution, navigation, or health tech).
• Advanced proficiency with HubSpot or comparable automation tools (e.g., Marketo, Salesforce Marketing Cloud, Braze, Eloqua).
• Skilled in building automation logic, dynamic content, personalization and journey optimization.
• Strong technical aptitude with CRM, APIs, data integrations, and reporting tools.
• Experience leading teams and fostering collaboration across departments.
• Excellent communication, analytical, and organizational skills.
• Understanding of compliance and data privacy (HIPAA, CAN-SPAM, opt-out management).
• Experience implementing or refining A/B testing and experimentation frameworks.
• Agile project management or marketing operations experience.
• A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health’s policies, values and ethics, and to protecting the sensitive data entrusted to us.

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