Marketing Operations Manager, Member Communications

Role Overview

• Co-own the integration between SmithRx’s internal platforms and communication vendors (e.g., Salesforce, Braze/Iterable, etc.).
• Help define and maintain the logic for how member fields (Name, RX_Number, Copay_Amount) are injected into templates.
• Build, schedule, and deploy multi-channel communication journeys (Email, SMS, Print). Construct complex audience segments, configure trigger-based workflows, and manage the end-to-end deployment of both ad-hoc notices and always-on transactional messages.
• Build automated checks to flag data anomalies before communications are triggered, and conduct rigorous pre-flight testing on all campaigns.
• Translate business and regulatory requirements into executable, logic-driven campaign workflows within our communication platforms.
• Help manage the data pipeline for multi-channel communications, including complex permissions and transactional message sends.
• Perform exhaustive campaign QA, including rendering tests, dynamic content validation, link tracking, and audience sizing checks to guarantee zero-defect deployments.
• Monitor campaign performance and deliverability in real-time, proactively triaging any send-volume bottlenecks, platform outages, or spam-trap issues.
• Manage the technical relationship with the direct mailer system, including SFTP file transfers, print-proof automation, and production timelines.
• Collaborate with our internal business systems team to ensure messages and letters are synced back to the internal member record for internal team visibility.
• Troubleshoot message deliverability to ensure SmithRx remains compliant with delivery laws.

Requirements

• 5+ years of experience in high volume B2C or B2B2C Marketing Ops, Comms Ops, or Transactional Messaging, with hands-on experience actively deploying campaigns.
• Proven track record of building and routing complex, multi-step customer journeys and trigger-based campaigns in enterprise platforms.
• Experience managing dynamic content at scale (Logic: "If Member_State = CA, then show Disclosure_X").
• Experience using and administering multi-channel communications platforms (Braze, Iterable, Salesforce Marketing Cloud, or similar), handlebar/liquid experience, and integrating those with other data sources.
• Familiarity with campaign QA tools (e.g., Litmus, Email on Acid) and a strong understanding of email/SMS deliverability and compliance best practices (CAN-SPAM, TCPA).
• Proficiency in SQL and experience working with JSON/API-driven communication platforms (e.g., Lob, MessageGears).
• A security-first mindset: You treat every data field and every deployed message as if it were your own medical record.

Tech Stack

• Cloud
• SQL

Benefits

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• Flexible Spending Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Discretionary Paid Time Off
• Paid Company Holidays
• Wellness Benefits
• Commuter Benefits
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities