Member Engagement Operations Associate

The ideal candidate for this role must be able to work during Eastern Time business hours (Monday - Friday 8:30 am - 5:30 pm ET)   A bit about this role:   Our Member Experience and Engagement (MXE) team designs the service experience that makes members trust and love Devoted — letters, SMS, calls, MyDevoted, chat, push. Our campaigns reach hundreds of thousands of older adults at moments that matter: a missed screening, a new diagnosis, a prescription that never got picked up. As the Member Engagement Operations Associate, you'll be the reason those campaigns go out right. Working closely with our Member Engagement Operations Manager, you'll prep tickets, build audiences, run QA, keep documentation clean, monitor responses, and pull the numbers that tell us whether it worked. A meaningful share of this work supports Devoted Medical, our clinical arm: D2Me visits, clinical program activation, closing care gaps. When a campaign lands well, a member gets care they were going to miss.   You're the person who catches the missing comma, the wrong date, and the audience list that looks a little off. You pick up new tools fast and stay organized when a lot is in flight.   Two things about how we work: We test instead of assuming . You'll build test and control arms and keep variants straight. A holdout handled carelessly turns a real answer into no answer at all. Your manager sets the QA standard; you run it. We expect you to tell us when a check is wrong, missing something, or could be automated. Spot a step that should be a template, a check that could be automated, or a doc three people maintain separately? We want to hear it. Curiosity about AI and automation is important here.   Responsibilities and Impact will include:   Building and launching campaigns Build, test, launch, and measure campaigns across SMS, email, print, outbound calls, MyDevoted, and chat with data analysts, member service guides, clinical partners, and product/tech Build audiences and configurations to spec, including test and control arms, with clean variant tracking Deliver against precise SOPs, timelines, and checklists, and keep every campaign compliant   Quality and contact hygiene Run pre- and post-launch QA: audience verification, business rules, volume confirmation, SME review Apply suppression rules and check contact history, so a member who already heard from us this week doesn't get three more messages Flag checks that are wrong, missing, or automatable — improve the standard, don't just execute it Monitor responses after launch and escalate anything that looks wrong, fast   Keeping the system honest Keep ticket documentation, status, and ownership current in Monday.com Support the refresh cycle for automated campaigns so content and logic don't go stale Maintain and tag our campaign inventory: what exists, what's reusable, what's a one-off Get documentation to the member service and outreach teams running new campaigns   Measuring and reporting Track and report campaign performance, including test versus control results Pull and check the numbers behind readouts Build and maintain the templates, checklists, and SOPs that make the process faster   Required skills and experience: 1-3 years in communications, digital strategy, engagement projects, or consulting — or a recent college/grad grad with internship experience or demonstrated ability Meticulous attention to detail and real care about getting things right Some experience using data and analytics tools to make decisions Quick to learn new tools and systems Able to simplify and clearly explain complex information Independent, collaborative, and communicative in a dynamic startup environment Able to work East Coast hours (~8:30am–5:30pm ET)   Desired Skills and experience: Professional fluency in Spanish, written and spoken, including judgment on cultural relevancy and plain-language translation quality. Preferred, not required — a meaningful share of our