Head of Enterprise Engagement Orchestration

WEB-TPA, Inc.; Jacksonville (FL); On-site; USD 150,000 - 210,000; Full time

Job summary

WEB-TPA, Inc. is seeking a Principal Engagement Orchestration leader to design and manage enterprise-wide member communications.

You will lead a team focused on the right-message, right-channel engagement strategy across Health Services, Commercial and Government Markets, and Shared Services. This role emphasizes N of 1 personalization, self-service-first principles, and compliance with HIPAA, CAN-SPAM, and related regulations.

Qualifications

• 10+ years related work experience in customer engagement, marketing operations, contact center strategy, or related fields.
• Demonstrated success designing and governing enterprise-wide contact strategies across multiple channels and business lines.
• Proven expertise in frequency capping, suppression logic, and engagement orchestration.
• Strong background in regulatory compliance (HIPAA, CAN-SPAM, TCPA, state-specific regulations) as it relates to member communications.
• Experience leading cross-functional teams in complex, matrixed environments.

Responsibilities

• Own the enterprise contact strategy across all channels and across Health Services, Commercial and Government Markets, and Shared Services.
• Define the enterprise communication strategy and channel selection logic and lead the team that turns them into execution plans.
• Own the enterprise customer communication calendar and sequencing across business units to avoid conflicting messages.
• Govern frequency capping, suppression rules, sequencing, and prioritization logic to prevent overload.
• Enforce compliance with regulatory, brand, and preference requirements including HIPAA, TCPA, CAN-SPAM, CMS guidelines.
• Establish and monitor contact-load metrics and reduce unnecessary contact burden while maintaining engagement.

Skills

Customer engagement

Marketing operations

Contact center strategy

Regulatory compliance

Leadership

Cross-functional teams

Stakeholder management

Education

Bachelor's degree in a related field

Tools

Marketing automation platforms

Orchestration engines

Customer journey platforms

Job description

WEB-TPA, Inc. is seeking a Principal Engagement Orchestration leader to design and manage enterprise-wide member communications.

You will lead a team focused on the right-message, right-channel engagement strategy across Health Services, Commercial and Government Markets, and Shared Services. This role emphasizes N of 1 personalization, self-service-first principles, and compliance with HIPAA, CAN-SPAM, and related regulations.