Member Communications Operations Manager

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.

As a Member Communications Operations Manager (AI & LIfecycle) at Maven, you will:

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

We’re looking for you to bring:

Core experience

• 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
  
  

Operational & systems mindsetStrong experience managing complex, cross-channel lifecycle systemsExceptional project management and stakeholder coordination skillsAbility to manage intake across multiple teams while driving strategic priorities

Data & experimentation fluency

• Comfort with analytics, reporting, and experimentation frameworks
• Ability to translate data into actionable insights and optimizations
  
  

AI & automation orientation

• 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)
  
  

Cross-functional partnership

• Experience working closely with Product, Engineering, or Clinical teams
• Ability to translate complex product or clinical concepts into clear member communications
  
  

Bonus

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

The base salary range for this role is $115k-$135K per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

This role requires active work authorization in the US.

Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, and remotely via San Francisco/Bay Area, CA, Seattle, WA, Boston, MA, Chicago, IL, and Washington, D.C. For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week (Tuesday, Wednesday, Thursday). For those based in San Francisco/Bay Area, CA, Seattle, WA, Boston, MA, Chicago, IL, and Washington, D.C., we encourage in-person collaboration by requiring team members to attend quarterly Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction.