Member Engagement Manager

We are looking for a Member Engagement Manager to own how Thrive talks to its members — the content journeys that move people to close a gap in care, use a benefit they didn't know they had, or pick up the phone when a care manager calls. This is a healthcare role first and a content role second. Our members are Medicaid, Medicare Advantage, and dual-eligible beneficiaries. The work only lands if you understand what a redetermination notice feels like in someone's mailbox, why a member skips a retinal eye exam, what a PCP visit costs someone in time and transit, and why the same message has to be framed differently for a 24-year-old first-time mother than for a 68-year-old man who has quietly ignored a diabetes flag for two years. We would rather teach you SMS cadence and A/B testing than teach you the population. In year one, you own the content journeys. You will build and rebuild the 10 to 20 member pathways that matter most for Thrive — HEDIS and Stars gap closure, condition-specific clinical pathways, redetermination and continuity of coverage, benefit activation, first-30-days onboarding — and you will be accountable for moving completion and engagement on those pathways, not for shipping content volume. You will get deep in our quality strategy: which measures our clients are graded on, which of those we can actually influence through a device in a member's hand, and what content has to say to make that happen. Longer term, you own the end-to-end member journey. Every word a member sees from Thrive — SMS, push, in-app, the Thrive Assistant, onboarding and welcome materials, IVR and call scripts, check-ins, benefit explainers, help content — across every surface, in every state, for every client. Today that content is fragmented and largely rule-based. Your job is to make it one coherent journey, then make it personalized. You will be the single owner of member voice at Thrive. This role sits in the Product team, reporting to the Head of Product, and works shoulder to shoulder with our clinical leaders, Client Ops, and engineering. You will sit on member calls. You will read support tickets. You will talk to care teams. That is not an extracurricular — it is where the work comes from. We are AI-native and expect you to be. The content system we are building cannot be hand-written message by message, and the people who thrive here use LLMs daily for drafting, research synthesis, journey logic, and prototyping — while knowing exactly where the model's judgment stops and theirs has to start. What You'll Do Own the member content journeys Build and continuously improve the pathways that drive our highest-value member outcomes — quality measure gap closure, condition-specific clinical journeys, redetermination and coverage continuity, benefit activation, onboarding. Design the journey itself, not just the copy: who enters, what triggers each step, what channel it lands on, how it branches by segment, and when it stops. Deliver a strong v1 of all RHTP basic content (starting with Louisiana) and revamp premium content for in-market programs. Build for reuse from day one — a pathway should adapt to a new state or client, not be rewritten for one. Ramp deep on our quality strategy Learn (or bring) working fluency in Medicare and Medicaid quality: HEDIS, Stars, state Medicaid withhold and pay-for-quality programs, DSNP requirements, redetermination cycles. Translate a measure into a member journey — know which measures Thrive can realistically influence and what a member has to actually do for the measure to close. Partner with clinical leaders to ground content in guidelines and evidence, and stay inside the compliance and regulatory lines for each state and client. Become the owner of member voice across every surface Set the tone, voice, reading level, and cultural framing standards for all member-facing content, and hold the line on them as the surface count grows. Extend that ownership over time from pathway content into onboarding, in-app, Thrive Assistant, call scripts, and help content — one journey, not eight disconnected ones. Know when to write the strategic v1 yourself and when to brief a contractor, a clinician, or a model for production volume. Ground every decision in member reality Synthesize call sentiment, support tickets, and Amplitude behavior into content decisions. Run qualitative work directly with members — interviews, listening on calls, working with care teams and community health workers — and let it change the content when it should. Look for the framing insight, not just the completion rate. Celebratory prenatal messaging that lands beautifully for a planned pregnancy and badly for an unplanned one is the kind of thing we need you to catch. Test, measure, and iterate Define the success metric before you build, then check whether you moved it. Run A/B tests, holdout groups, and cohort comparisons on the highest-leverage pathways, with an always-on cadence rather than one-off experiments. Get to your own answers in Snowflake, Sigma, or Amplitude where you can, and ask the second-order question rather than accepting the first chart. Support client-facing proof (roughly 15% of the role) Member stories and testimonials, outcome narratives for sponsor reviews, and "day in the life of a member" material that helps Growth show what the program actually does. About You We are hiring for healthcare fluency and member instinct first, and marketing craft second. Two very different résumés can both be exactly right here. You do not need to match both paths — tell us which one is yours. Path A — You've worked inside healthcare 4+ years in a health plan, a care delivery or value-based care company (Waymark, Oak Street, Cityblock, ChenMed, Included Health, or similar), a healthcare startup, or healthcare consulting. You have worked on Medicaid, Medicare Advantage, or dual-eligible populations and you know the quality machinery — HEDIS, Stars, gap closure, redetermination, state quality programs. You have owned or shaped a member-facing program end to end and can point to the outcome it moved, not just the deliverables it produced. You write well. Maybe your title said strategy, program, or engagement rather than content, but you have been the person who actually drafts the thing that goes to members. Path B — You've worked directly with members You have been a community health worker, health navigator, care coordinator, outreach specialist, member services lead, or in a similar frontline role — you have had hundreds of real conversations with the population we serve. You know from experience what actually gets someone to a visit, what makes them hang up, which words create suspicion, and how trust gets built with someone whose address, phone number, and coverage all keep changing. You have since moved toward program, content, or product work — or you are ready to, and you can show us writing that proves you can turn what you know into copy that scales past one member at a time. You are hungry to learn the quality strategy, the measurement discipline, and the tooling. We will teach that. What both paths need You write for real people. Plain language, appropriate reading level, culturally fluent, and free of the hedged institutional voice that makes healthcare communication invisible. Send us something you wrote for members. Outcome ownership. You measure yourself by whether members did the thing, not by how much content shipped, and you define the metric before you start. Comfort with data, and the instinct to interrogate it. You do not need to be a SQL expert on day one, but you need to be the person who asks for the right cut and pushes back on a number that looks too good. If you can pull your own cohorts in Snowflake, Sigma, or Amplitude, even better. AI-native. You use LLMs daily for drafting, research synthesis, and prototyping, and you can articulate clearly where they help and where you would never rely on them — client feedback, compliance interpretation, and real member conversations among them. Bias to action in ambiguity. When the scope is vague, you go find the outcome the work is supposed to serve, pull what data exists, and build the smallest version that would prove or disprove the idea. A genuine partner. You work alongside clinical, Client Ops, and engineering rather than in a content silo. Engineering will be one of your daily partners. Nice to have Spanish-language fluency, or experience shipping multilingual content programs. Experience with SMS-primary engagement for low-digital-literacy or low-bandwidth populations. Behavioral science or health literacy training, formal or self-taught. Experience building for other underserved consumer populations — prepaid or underbanked fintech, immigrant-serving services, public benefits. #J-18808-Ljbffr