Senior Manager, User Engagement

Applytojobs; Toronto; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Ownership of growing function

Cross-functional visibility

Collaborative environment

Impact on participants

Job summary

Thrive Career Wellness is seeking a Senior Manager of User Engagement to own how we guide, activate, and support participants across a hybrid platform. You will design journeys for audiences from recently laid-off workers to upskilling job seekers, and build automated messaging using Intercom and other tools.

You will test, measure, and iterate to reduce manual work and drive better outcomes, partnering with Customer Success, Product, and Marketing while shaping product and AI experiences for

Qualifications

• Meaningful experience engaging audiences who need to be guided, activated, and supported.
• Background at the intersection of communications strategy, CRM systems, and human outcomes.
• Deep, hands-on experience with Intercom, including workflows you have configured yourself.
• Comfort pulling your own data, spotting patterns, and iterating quickly.
• Exceptional, empathetic writing for people navigating job loss or career transition.
• A builder's mindset: you are energized by ambiguity and you create structure.

Responsibilities

• Design the communication through the entire participant journey across audiences.
• Own engagement metrics and report on what is working across business units.
• Design tests with clear comparators, measure pre/post results, and account for external factors.
• Partner with Customer Success, Product, and Marketing to align on ownership and needs.

Skills

Communications strategy

Empathetic writing

Data analysis

CRM workflows

Tools

Intercom

CRM systems

Job description

About Thrive

Thrive Career Wellness is a company dedicated to helping organizations and their people navigate workforce change. We partner with government agencies, employers, and partners to deliver employment programs, outplacement services, and workforce development solutions across Canada and internationally. We are a purpose-driven organization at a pivotal stage of growth through expanding our government program footprint, deepening our employer partnerships, and building the team to take us there.

The Opportunity

We are looking for a Senior Manager, User Engagement to own how Thrive guides, activates, and supports the people who use our platform, from their first invitation through to the outcomes they achieve. This is a new role and the first dedicated owner of this function. Our participants are going through something real: some have just been laid off, some are early in their careers, some are long-term unemployed, and some are mid-career and looking to upskill. You will inherit existing systems, design journeys for each of these audiences, build and test the communication infrastructure that reduces manual work and frees our participant-facing team to focus on high-value conversations. What you learn about how people engage will also help shape our product and AI experience. This is a strategic, and hands-on role. You will apply your experience to the evidence we measure, in order to design, test and implement digital systems that can drive user engagement, and positive outcomes.

What You'll Do

Lifecycle Strategy & Journey Design

• Design the communication through the entire participant journey - from first invitation through activation, engagement, and outcome, across distinct audiences such as recently laid-off workers, early-career job seekers, long-term unemployed participants, and workers in need of upskilling.
• Bring intentionality to every stage: what we say, when we say it, and how we say it to someone in a vulnerable moment.
• Apply behavioural insight, including cognitive load, choice architecture, and how people make decisions under stress, to make it easier for participants to take the next step.

Systems & Automation

• Own our instance of Intercom, and other communication tools, as a hands-on operator: build, test, and maintain automated sequences, triggers, and messaging.
• Reduce manual intervention so our Client Services and delivery teams can spend their time on the conversations that matter most.
• Document and maintain the engagement playbooks our teams deliver against.

Data, Measurement & Iteration

• Own engagement and activation metrics across our business units and report on what is working.
• Design tests with sound methods, including clear comparators and pre/post measurement, and account for external factors when explaining results.
• Spot patterns in underperformance and make evidence-based changes without waiting to be asked.

Cross-Functional Partnership

• Partner with Customer Success, Product, and Marketing, being clear about what you own and consultative about what you need.
• Share participant insights with Product to inform platform and AI design.

What You'll Bring

• Meaningful experience engaging audiences who need to be guided, activated, and supported through a hybrid people-led and online platform.
• Background at the intersection of communications strategy, CRM systems, and human outcomes, for example in online learning, workforce development or government employment services, health, wellness or benefits platforms, or HR tech, career development, and outplacement.
• Deep, hands-on experience with Intercom, including workflows you have configured yourself.
• Comfort pulling your own data, spotting patterns, and iterating quickly.
• Exceptional, empathetic writing for people navigating job loss or career transition.
• A builder's mindset: you are energized by ambiguity and the absence of a playbook, and you create structure rather than waiting for it.

What We Offer

• Ownership of a growing function.
• Cross-functional visibility and influence on product and platform design.
• The expected base salary range for this role is $90,000.00 - $120,000.00 CAD per year.
• A collaborative, mission-driven environment where the work you do directly improves outcomes for program participants across Canada and the world.

Our Hiring Commitments

Equal Opportunity

Thrive is an equal opportunity employer. We welcome applications from all qualified candidates and do not discriminate on the basis of any ground protected under the Ontario Human Rights Code, including race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status, or disability. Canadian work experience is not required.

Accommodations

Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. If you require an accommodation, please let us know.

Use of Artificial Intelligence

Thrive does not use artificial intelligence to screen, assess, score, or select applicants. All application reviews and hiring decisions are made by people. We may use AI-enabled tools to support administrative parts of the process, such as note-taking and transcription during interviews, and we will let you know before any interview where such a tool is used.