[Hiring] Director, Member Lifecycle and Personalization @Devoted Health

Role Description

A bit about this role:

Devoted grew from 212,000 members in December 2025 to more than half a million in September 2026. In 2027, we’ll serve Medicare beneficiaries across 34 states and 1,341 counties. Our engagement work already gets results: new-member digital engagement is up 30% year over year. Our next opportunity is precision—knowing each member well enough to reach them at the right moment, on the right channel, or to not contact them at all.

You’ll own member retention for members across AEP, members at risk of leaving, and preventing involuntary loss. You’ll also build the shared capabilities that every engagement journey runs on: experimentation, decisioning, and contact governance across SMS, email, push, in-app, mail, and outbound phone. The leaders who own onboarding, clinical engagement, and MyDevoted are your partners, and they should move faster because of what you build.

This is a player-coach role. In your first quarter, you’ll write the first experiment plan, build a journey, and draft the first cross-journey contact policy. You’ll lead our engagement operations team. You’ll add the capabilities it needs next and move our work from hand-built programs to a system that composes, tests, and learns.

Engagement runs on Devoted’s own technology platform, the same one behind our growth, so you’ll have control over data, decisioning, and the member experience that off-the-shelf tools can’t offer. The journeys and channels are built. We need the leader who builds the intelligence that decides what each member needs next.

You’ll report to the Chief Experience Officer.

Responsibilities will include:

• Testing, learning, and measurement strategy.
• Plan-year lifecycle (retention and renewal).
• Contact governance.
• Decisioning.
• Composable content.
• Team leadership and operations.

Qualifications

• You’ve built experimentation or personalization programs for consumers.
• You’ve owned a consumer metric end to end and moved it.
• You’ve built and grown a team, including hiring leaders.
• You’re a player-coach. You can design an experiment and defend its statistics, challenge an engineering estimate, and rewrite a message yourself.
• You’ve used emerging technology to materially improve engagement work, and you have good judgment and curiosity/experience about AI evaluation, human oversight, and where deterministic rules work better than models.
• You have 10+ years of experience, including leading leaders.

Requirements

• Consumer subscription, fintech, consumer health, or marketplace businesses where retention is the business model.
• Healthcare, insurance, financial services, or other regulated, trust-dependent environments.
• Experience on either side of engagement platforms: running lifecycle or CRM programs on them, or building them.

Benefits

• Employer sponsored health, dental and vision plan with low or no premium.
• Generous paid time off.
• $100 monthly mobile or internet stipend.
• Stock options for all employees.
• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles.
• Parental leave program.
• 401K program.
• And more....