Senior Manager, Member Engagement & Optimization

Role Description

We are hiring a strategic, marketing-forward leader to own and evolve member engagement strategy across Everlywell’s health plan and enterprise programs. This role will lead engagement strategy across channels including:

• Telemarketing and live agent outreach
• IVR
• SMS
• Email
• Direct mail

Focus on improving activation, conversion, kit return, visit completion, and follow-through across complex healthcare populations.

This person should bring strong healthcare marketing judgment and meaningful experience designing engagement and activation programs in payer, Medicare Advantage, Medicaid, or broader health plan environments. They will partner closely with Analytics, ML / AI, Operations, Clinical, Product, Compliance, and client-facing teams to improve targeting, optimize cadence and channel mix, and increase member action rates through both stronger engagement design and smarter use of predictive models.

What You'll Do:

• Own member engagement strategy across key channels, with telemarketing/live agent outreach as a critical lever alongside IVR, SMS, email, direct mail, and related touchpoints.
• Design end-to-end engagement journeys that improve member activation and action across use cases such as opt-in, kit activation, kit return, visit scheduling, and downstream follow-through.
• Build segmentation, messaging, and channel strategies tailored to health plan populations including Medicare Advantage, Medicaid, Commercial ACA, and other relevant lines of business.
• Partner with Analytics, ML / AI, and operations teams to build targeting approaches, decision frameworks and reporting that help us understand what is and is not working across programs, with particular focus on telemarketing and live agent outreach performance.
• Help shape how predictive models and ML-driven recommendations can be used to prioritize outreach, improve telemarketing targeting, optimize outreach cadence and channel selection, and increase member action rates.
• Lead A/B testing and optimization across messaging, scripts, creative, timing, sequencing, and channel mix, with particular attention to what improves connection and conversion in telemarketing and phone-based outreach.
• Partner with teams responsible for scripts, templates, print, digital comms, and implementation to ensure engagement strategy is translated into effective, compliant execution.
• Partner with client-facing and commercial teams to bring engagement strategy into health plan conversations early, helping shape program design, channel approach, and performance expectations upfront.

Qualifications

• 6-10+ years of experience in healthcare marketing, member engagement, lifecycle marketing, growth, or related strategy roles
• Strong experience designing engagement or activation programs in payer, health plan, managed care, provider, population health, or healthcare services environments
• Deep understanding of member behavior and how to drive action across regulated, high-friction healthcare journeys
• Meaningful experience with telemarketing, live agent, or call-based engagement strategy, especially in contexts where phone outreach is a major conversion driver.
• Strong marketer with sound judgment on messaging, positioning, testing, and performance optimization
• Experience partnering with analytics, data science, or ML / AI teams to improve targeting, prioritization, and engagement outcomes
• Comfortable operating in regulated environments and partnering closely with Compliance and Legal
• Experience with Medicare Advantage and government-aligned populations is strongly preferred, but the role should not be limited to Medicare-only telemarketing expertise.

Company Description

Everlywell is a digital health company pioneering the next generation of biomarker intelligence—combining AI-powered technology with human insight to deliver personalized, actionable health answers. We transform complex biomarker data into life-changing insights—seamlessly integrating advanced diagnostics, virtual care, and patient engagement to reshape how and where health happens.

Over the past decade, Everlywell has delivered close to 1 billion personalized health insights, transforming care for 60 million people and powering hundreds of enterprise partners. In 2025, an estimated 1 in 94 U.S. adults received an Everlywell test, solidifying our spot as the #1 at-home testing company in the country. Fueled by AI and built for scale, we’re breaking down barriers, closing care gaps, and unlocking a more connected healthcare experience that is smarter, faster, and more personalized.