Member Engagement Operations Associate

Job Description

The ideal candidate for this role must be able to work during Eastern Time business hours (Monday - Friday 8:30 am - 5:30 pm ET)
 

A bit about this role:
 

Our Member Experience and Engagement (MXE) team designs the service experience that makes members trust and love Devoted — letters, SMS, calls, MyDevoted, chat, push. Our campaigns reach hundreds of thousands of older adults at moments that matter: a missed screening, a new diagnosis, a prescription that never got picked up.

As the Member Engagement Operations Associate, you'll be the reason those campaigns go out right. Working closely with our Member Engagement Operations Manager, you'll prep tickets, build audiences, run QA, keep documentation clean, monitor responses, and pull the numbers that tell us whether it worked. A meaningful share of this work supports Devoted Medical, our clinical arm: D2Me visits, clinical program activation, closing care gaps. When a campaign lands well, a member gets care they were going to miss.
 

You're the person who catches the missing comma, the wrong date, and the audience list that looks a little off. You pick up new tools fast and stay organized when a lot is in flight.
 

Two things about how we work:

• We test instead of assuming. You'll build test and control arms and keep variants straight. A holdout handled carelessly turns a real answer into no answer at all.

• Your manager sets the QA standard; you run it. We expect you to tell us when a check is wrong, missing something, or could be automated. Spot a step that should be a template, a check that could be automated, or a doc three people maintain separately? We want to hear it. Curiosity about AI and automation is important here.
   

Responsibilities and Impact will include:
 

Building and launching campaigns

• Build, test, launch, and measure campaigns across SMS, email, print, outbound calls, MyDevoted, and chat with data analysts, member service guides, clinical partners, and product/tech

• Build audiences and configurations to spec, including test and control arms, with clean variant tracking

• Deliver against precise SOPs, timelines, and checklists, and keep every campaign compliant
   

Quality and contact hygiene

• Run pre- and post-launch QA: audience verification, business rules, volume confirmation, SME review

• Apply suppression rules and check contact history, so a member who already heard from us this week doesn't get three more messages

• Flag checks that are wrong, missing, or automatable — improve the standard, don't just execute it

• Monitor responses after launch and escalate anything that looks wrong, fast
   

Keeping the system honest

• Keep ticket documentation, status, and ownership current in Monday.com

• Support the refresh cycle for automated campaigns so content and logic don't go stale

• Maintain and tag our campaign inventory: what exists, what's reusable, what's a one-off

• Get documentation to the member service and outreach teams running new campaigns
   

Measuring and reporting

• Track and report campaign performance, including test versus control results

• Pull and check the numbers behind readouts

• Build and maintain the templates, checklists, and SOPs that make the process faster
   

Required skills and experience:

• 1-3 years in communications, digital strategy, engagement projects, or consulting — or a recent college/grad grad with internship experience or demonstrated ability

• Meticulous attention to detail and real care about getting things right

• Some experience using data and analytics tools to make decisions

• Quick to learn new tools and systems

• Able to simplify and clearly explain complex information

• Independent, collaborative, and communicative in a dynamic startup environment

• Able to work East Coast hours (~8:30am–5:30pm ET)
   

Desired Skills and experience:

• Professional fluency in Spanish, written and spoken, including judgment on cultural relevancy and plain-language translation quality. Preferred, not required — a meaningful share of our members read and speak Spanish

• Healthcare technology or public health experience

• Exposure to A/B testing, holdouts, or campaign measurement

• Familiarity with Monday.com, Asana, Jira, or similar

• Interest in using AI and automation to reduce manual work

Salary: $58,000 - $82,680 / annually

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• 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

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.