Sr Director Precision Engagement

GuideWell • Jacksonville, FL

4d

About The Position

The Principal Engagement Orchestration leads the enterprise contact strategy and engagement orchestration engine, delivering the right message through the right channel at the right moment without overwhelming the people served. The role spans nine customer dimensions: employees, prospects, members, patients, providers, family caregivers, brokers/agents, plan sponsors, and vendor partners. It designs and manages enterprise-wide communication strategies and execution plans guided by “N of 1” personalization and “Self-Service first” principles.

The role owns cross-channel communication governance, frequency capping, and suppression logic across Health Services, Commercial and Government Markets, and Shared Services. It serves as the strategic steward of the member communications portfolio, balancing discretionary outreach with mandatory touchpoints and improving reach, opt-out rates, and contact-load management. The leader builds a high-performing team within a shared service model, maturing its people, processes, and technology while fostering experience-focused teams and close collaboration with stakeholders. The function sits within the business product team and works hand-in-hand with technology product teams. This senior leader reports to the Vice President, Enterprise Customer Experience & Engagement.

Requirements

• 10+ years of 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 related to member communications, including HIPAA, CAN-SPAM, TCPA, and state-specific regulations.
• Experience leading cross-functional teams in complex, matrixed environments.
• Track record of reducing contact overload and improving engagement effectiveness metrics.
• Excellent communication and stakeholder-management skills, with the ability to influence at all organizational levels.
• 5+ years of direct supervisory or management experience.
• Related bachelor's degree required.

Nice To Haves

• Experience in healthcare, insurance, benefits, or banking administration.
• Expertise in marketing automation platforms, orchestration engines, or customer journey platforms.
• Experience with contact center operations, IVR systems, or omnichannel communication strategies.
• Familiarity with member preference management and consent/suppression frameworks.
• Knowledge of advanced analytics, A/B testing, and engagement optimization methodologies.
• Experience with agile engagement planning or rapid campaign deployment.
• Track record of building communications governance frameworks or centers of excellence.
• Certification in marketing, customer experience, or a related discipline.

Responsibilities

• Own the enterprise contact strategy across letter, call, IVR, email, SMS/text, push, in-app, and web channels, covering Health Services, Commercial and Government Markets, and Shared Services.
• Define the enterprise communication strategy and channel-selection logic, and lead the team in translating them into execution plans.
• Own the enterprise customer communication calendar and sequencing across business units to prevent conflicting or stacked messages.
• Govern frequency capping, suppression rules, sequencing, and prioritization logic to protect members from communication overload.
• Enforce compliance with regulatory, brand, and preference requirements, including HIPAA, TCPA, CAN-SPAM, and CMS Medicare marketing and communications guidelines.
• Own customer preference and consent management and ensure communications honor member opt-ins.
• Establish and monitor the contact-load metric; reduce unnecessary contact burden while maintaining engagement effectiveness.
• Balance regulatory-required communications with discretionary outreach while respecting compliance requirements and member preferences.
• Set next-best-action sequencing logic and channel-mix standards to optimize member experience and engagement outcomes.
• Define rules and decision trees for the timing, channel, and message sequence appropriate to member segments and journey stages.
• Ensure consistency and quality across channels, touchpoints, and outbound communications while allowing for business-unit and segment-specific needs.
• Ensure customer-facing messages are clear, consistent, timely, and delivered through an optimal channel, guided by “N of 1” personalization and “Self-Service first” principles.
• Monitor and prevent communication fatigue and duplication before they reach members.
• Own the engagement narrative and member communications portfolio across business units; curate outbound messages, campaigns, and touchpoints for coherence, relevance, and non-redundancy.
• Partner with product, marketing, operations, and business units to align communications strategy with broader experience and business objectives.
• Partner with Marketing to ensure campaigns follow the same frequency, sequencing, and suppression rules as other outreach.
• Collaborate with Experience Advisory on journey and content design and with UX/UXR on look and feel to define communication templates.
• Partner with the Principal Experience Intelligence, who owns targeting, signals, and predictive models, and govern and operationalize those models within the engagement strategy to close the loop between insights and engagement actions.
• Provide Product with regular feedback on communication effectiveness, including factors driving response, self-service adoption, and opt-outs.
• Ensure engagement orchestration uses real-time data, member preferences, and predictive signals.
• Drive accountability for reach, response rates, opt-out rates, message fatigue, and contact-load reduction; translate performance into actionable insights for continuous improvement.
• Lead a mixed, high-performing team of orchestration strategists and engagement leads.
• Build bench strength through mentoring, capability development, and cross-functional pairing.
• Develop team expertise in orchestration platforms, engagement strategy, and member-centric communication design.
• Develop partnerships with top MBA and BA schools for internships and fellowships to create a talent pipeline.
• Champion an experience-focused culture by making engagement rules and contact-load visibility accessible so outreach decisions protect members from overload.

Benefits

• Medical, dental, vision, life, and global travel health insurance.
• Income protection benefits, including life insurance and short- and long-term disability programs.
• Leave programs to support personal circumstances.
• Retirement Savings Plan with employer match.
• Paid time off, volunteer time off, 10 holidays, and 2 well-being days.
• Additional voluntary benefits.
• Comprehensive wellness program.
• Competitive pay and opportunities for incentive or commission compensation.
• Regular annual reviews with pay-for-performance considerations for base pay increases.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior