Director, Member Lifecycle and Personalization

Devoted Health Services, Inc; Waltham (MA); On-site; USD 182,000 - 278,000; Full time

Benefits offered by this job

Health, dental and vision coverage

Generous paid time off

Stock options for all employees

401K program

Parental leave program

Monthly stipend for phone/internet

Job summary

Devoted Health Services, Inc. seeks a high-impact, player-coach leader to own member retention across AEP and at-risk members.

You will design and govern cross-channel journeys (SMS, email, push, in-app, mail, outbound calls) and build shared capabilities for experimentation, decisioning, and content governance. You will lead the engagement operations and content teams, ensure reliability and compliance, and partner with Legal and Compliance to advance a system-driven engagement platform that

Qualifications

• Built experimentation or personalization programs for consumers.
• Owned a consumer metric end to end and moved it.
• Built and grown a team, including hiring leaders.
• Player-coach with leadership experience.
• Design an experiment and defend its statistics and message.
• Experience with AI evaluation, human oversight, and deterministic rules.

Responsibilities

• Testing, learning, and measurement strategy.
• Assess testing, targeting, and decisioning capabilities and close gaps.
• Increase test volume and speed of action across channels.
• Define rule sets and recommendations for launches and scaling.
• Maintain a learning agenda with annual enrollment cycles.
• Own the member journey and plan year retention/renewal.
• Partner with insights to inform benefit design.
• Build governance for messaging across channels and plans.
• Weigh clinical, retention, and service needs for sends.
• Start with rules and add models where appropriate.
• Collaborate with content to create durable campaign assets.
• Lead engagement operations and content teams for reliability and compliance.

Job description

A bit about this role: Devoted grew from 212,000 members in December 2025 to more than half a million in September 2026. In 2027, we’ll serve Medicare beneficiaries across 34 states and 1,341 counties. Our engagement work already gets results: new-member digital engagement is up 30% year over year. Our next opportunity is precision—knowing each member well enough to reach them at the right moment, on the right channel, or to not contact them at all. You’ll own member retention for members across AEP, members at risk of leaving, and preventing involuntary loss. You’ll also build the shared capabilities that every engagement journey runs on: experimentation, decisioning, and contact governance across SMS, email, push, in-app, mail, and outbound phone. The leaders who own onboarding, clinical engagement, and MyDevoted are your partners, and they should move faster because of what you build. This is a player‑coach role. In your first quarter, you’ll write the first experiment plan, build a journey, and draft the first cross‑journey contact policy. You’ll lead our engagement operations team. You’ll add the capabilities it needs next and move our work from hand‑built programs to a system that composes, tests, and learns. Engagement runs on Devoted’s own technology platform, the same one behind our growth, so you’ll have control over data, decisioning, and the member experience that off‑the‑shelf tools can’t offer. The journeys and channels are built. We need the leader who builds the intelligence that decides what each member needs next. You’ll report to the Chief Experience Officer.

Responsibilities will include:

• Testing, learning, and measurement strategy.
• You’ll assess where our testing, targeting, and decisioning capabilities stand today and set the plan to close the gaps.
• Then you’ll raise how many tests we run and how fast we act on them.
• That means holdouts across every channel; a decision rule set before each launch; and a clear recommendation on what scales, what changes, and what stops.
• You’ll keep a learning agenda that works with slow, noisy health outcomes and a once‑a‑year enrollment cycle.
• Plan‑year lifecycle (retention and renewal).
• You’ll own the member journey around the plan year.
• You’ll partner with our insights team so disenrollment learnings feed directly into our annual benefit design process.
• Contact governance.
• You’ll build one view of every message a member receives and turn it into a user‑centered, data‑informed policy that systems enforce: frequency limits, suppression, quiet hours, and channel preferences across the health plan and medical group.
• You’ll do this in partnership with Legal, Compliance, and clinical leaders.
• Decisioning.
• You’ll weigh each member’s competing needs (clinical, retention, and service) to decide what to send, on which channel, and when to send nothing.
• You’ll start with rules and add models where they earn their place.
• Composable content.
• Work with content team to operationalize hand‑built campaigns into a small set of durable pieces that can be combined and tested across more than 700 plan variations.
• Team leadership and operations.
• You’ll lead our engagement operations and content team and own the reliability, compliance, and quality of everything it ships.
• You’ll develop its leaders, hire for what we need next, and set the operating rhythm as the work shifts from hand‑built to system‑driven.

Required skills and experience

• You’ve built experimentation or personalization programs for consumers.
• You’ve owned a consumer metric end to end and moved it.
• You’ve built and grown a team, including hiring leaders.
• You’re a player‑coach.
• You can design an experiment and defend its statistics, challenge an engineering estimate, and rewrite a message yourself.
• You’ve used emerging technology to materially improve engagement work, and you have good judgment and curiosity/experience about AI evaluation, human oversight, and where deterministic rules work better than models.
• You have 10+ years of experience, including leading leaders.

Desired skills and experience

• Consumer subscription, fintech, consumer health, or marketplace businesses where retention is the business model
• Healthcare, insurance, financial services, or other regulated, trust‑dependent environments
• Experience on either side of engagement platforms: running lifecycle or CRM programs on them, or building them

Salary range: $182,000 - $278,000 / year

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.

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.