Member Communications Operations Manager

Maven Clinic • New York, NY

9h • Hybrid

About The Position

Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven's award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us at mavenclinic.com.
Maven is looking for a Member Communications Operations Manager (AI & Lifecycle) to join our Member Communications Team and drive product engagement, retention, and lifetime value across Maven Enterprise member journeys. This role sits at the intersection of lifecycle strategy, systems operations, and Product Team partnership—owning how, when, and why Maven members are engaged across email, push, and in-app channels. You will lead the operational engine behind lifecycle communications and product marketing comms to members, evolving it into an AI-native, automated, and highly scalable system that supports both business and clinical outcomes.
This role reports to the Head of Member Comms & Content and is ideal for someone who thrives in complexity, enjoys building systems that scale, and can translate Product and Clinical priorities into high-impact member experiences.

Requirements

• 3-5 years in lifecycle marketing, CRM, member or product communications
• Deep experience with Braze, including segmentation and personalization
• Proven success driving engagement, retention, and behavior change through lifecycle channels
• Strong experience managing complex, cross-channel lifecycle systems
• Exceptional project management and stakeholder coordination skills
• Ability to manage intake across multiple teams while driving strategic priorities
• Comfort with analytics, reporting, and experimentation frameworks
• Ability to translate data into actionable insights and optimizations
• Curiosity and hands-on experience with AI tools, automation, or scalable content systems
• Interest in building AI-native lifecycle strategies (e.g., dynamic personalization, predictive triggers)
• Experience working closely with Product, Engineering, or Clinical teams
• Ability to translate complex product or clinical concepts into clear member communications
• This role requires active work authorization in the US.

Nice To Haves

• Experience in healthcare, digital health, or behavior change products
• Familiarity with clinical engagement or care journeys
• Experience working in Jira (or similar tool)

Responsibilities

• Own lifecycle operations & systemsLead end-to-end execution and optimization of lifecycle journeys across email, push, and in-app modalAct as the primary owner of Braze, including segmentation, personalization, QA, scheduling, and performance trackingMaintain lifecycle hygiene, orchestration logic, and system integrity across journeys
• Build an AI-native lifecycle engine Identify and implement opportunities for AI-driven personalization, automation, and journey optimization Partner with Data and Product to evolve toward trigger-based, adaptive, and predictive lifecycle systems Reduce manual execution through scalable workflows, templates, and automation frameworks
• Drive intake, prioritization, and operational excellence Manage intake across Product, Clinical, Marketing, and other stakeholders Own ticketing, prioritization, and execution workflows (e.g., Jira), ensuring clear timelines and delivery Serve as the connective tissue between strategy and execution
• Deeply partner with Product Translate product features, launches, and clinical protocols into lifecycle strategies that drive adoption and behavior change Embed lifecycle thinking into the product development process Ensure communications are tightly aligned with in-product experiences
• Drive engagement, retention, and behavior change Lead initiatives to improve activation, retention, re-engagement, and program enrollment Identify gaps and drop-offs in the member journey and deploy targeted interventions Support clinical goals (e.g., adherence, care plan completion) through lifecycle touchpoints
• Lead with data and experimentation Use analytics to identify performance gaps and opportunities Design and execute A/B tests and continuous experimentation Report on lifecycle performance and impact across key business and clinical metrics
• Ensure quality and member experience excellence Uphold a high bar for quality across all communications (brand, accessibility, tone, inclusivity) Ensure consistency across channels and programs Continuously improve the member experience through iteration and insight

Benefits

• Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
• Whole-self care through wellness partnerships
• Hybrid work, in office meals, and work together days
• 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+)
• Annual professional development stipend and access to a personal career coach through Maven for Mavens
• 401K matching for US-based employees, with immediate vesting

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees