Manager, Member Lifecycle Communications & Automation

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

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.

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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