Remote Senior Engagement Operations Lead, CRM & Lifecycle

Chamber; Boston (MA); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Chamber is seeking a Sr. Manager, Engagement Operations to design and launch the CRM, lifecycle infrastructure, and automations across email, SMS, and print. You’ll own HubSpot from the ground up, build scalable campaigns, and align with Data to measure impact.

The role requires 10+ years in lifecycle marketing, healthcare experience preferred, and strong cross-functional collaboration. In this role you’ll drive activation, engagement, retention, and longitudinal care, while managing external

Qualifications

• 10+ years in lifecycle marketing, CRM/marketing operations, or member engagement.
• Healthcare or value-based care experience is strongly preferred.
• Strong hands-on expertise in architecting workflows, campaigns, integrations, and data governance from scratch.
• Experience with marketing automation platforms such as HubSpot, Braze, Iterable, or Customer.io a plus.
• Experience managing external vendors or agencies, ideally including print or direct mail production.
• Proven experience executing automated, multi-channel campaigns and workflows across SMS, email, direct mail, and related channels.
• Working knowledge of email deliverability fundamentals — SPF/DKIM/DMARC, list hygiene, and spam complaint management.
• Familiarity with SMS compliance and deliverability requirements (10DLC/toll-free registration, TCPA, opt-in/opt-out management).
• Analytical thinkers who use data to decide, troubleshoot, and measure campaign impact.
• Strong communicator and collaborator who aligns Care Teams, Product, Network Operations, and external partners around shared goals.
• Comfortable navigating ambiguity, solving problems in real time, and wearing multiple hats in a fast-moving environment.
• Passionate about creating seamless, high-quality experiences for Chamber’s members.

Responsibilities

• Map and refine the end-to-end member journey — activation, engagement, and retention — ensuring every touchpoint is timely, relevant, and on-brand.
• Build and maintain multi-channel lifecycle campaigns across email, SMS, phone and print that drive activation, retention, and longitudinal care.
• Partner with the Director of Member Engagement to translate journey strategy into segmented, triggered, and always-on campaigns.
• Optimize campaigns through ongoing gap analysis of messaging, timing, and channel mix.
• Identify lead journey gaps and drop-offs, then deploy targeted interventions to close them.
• Execute A/B tests and drive continuous experimentation across campaigns and channels.
• Support copy, design, and QA for member-facing materials to ensure accuracy, brand consistency, and polish before each send.
• Own and architect HubSpot from the ground up, including workflows, automations, segmentation, data hygiene, and permissions.
• Build Chamber’s first scalable campaign build and QA processes to ensure every send is accurate, deliverable, and error-free at scale.
• Partner with the Associate Director, Data Analyst on engagement reporting so campaigns reflect real operations and can be tracked accurately across channels.
• Own SMS send operations — carrier registration (10DLC/toll-free verification), opt-in/opt-out compliance, and message throughput and deliverability.
• Secure and manage toll-free (800#) numbers for member-facing SMS and voice, including provisioning, verification, and carrier registration.
• Manage engagement operations across email, SMS, Agentic AI, print, and other vendors.
• Own third-party engagement partnerships — including freelance design artists, agency work, and print vendors — managing scope, timelines, and deliverable quality.
• Serve as the internal contact for vendor performance, troubleshooting, invoicing, and issue of escalation.
• Support the evaluation and eventual centralization of vendor relationships as Chamber’s engagement operations scale.
• Become fluent in Chamber’s HubSpot instance, active journeys, and vendor relationships, documenting what exists and what does not.
• Establish Chamber’s first operating standards for campaign QA, data hygiene, and vendor management as the baseline for scale.
• Architect and launch at least one full lifecycle journey end-to-end, from CRM workflow to measurable, trackable output.
• Present an update to leadership on early engagement metrics, journey performance, and a roadmap for scaling automation and vendor relationships.

Skills

Lifecycle Marketing

CRM/Marketing Ops

Member Engagement

HubSpot

Campaign Automation

Vendor Management

SMS Marketing

Email Marketing

Data Analysis

Cross-functional Collaboration

Tools

HubSpot

Braze

Iterable

Customer.io

Job description

Chamber is seeking a Sr. Manager, Engagement Operations to design and launch the CRM, lifecycle infrastructure, and automations across email, SMS, and print. You’ll own HubSpot from the ground up, build scalable campaigns, and align with Data to measure impact.

The role requires 10+ years in lifecycle marketing, healthcare experience preferred, and strong cross-functional collaboration. In this role you’ll drive activation, engagement, retention, and longitudinal care, while managing external