Senior Manager, Email and Mobile Engagement

  • 75 State St, Boston, MA 02109, USA
  • Full-time

Company Description

American Well, a leading telehealth platform in the US, is seeking a highly motivated and professional individual with expertise in Marketing. At American Well, we believe digital care delivery will transform healthcare. Our mission is to connect and enable providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. We do this by partnering with our clients to deliver video visits over mobile and web. We have doctors, therapists, and specialists on staff to help people get care when and where they need it most.

Brief Overview:

The Senior Manager, Email and Mobile Engagement will play a critical role in the Marketing department. Specifically, the Senior Manager, Email and Mobile Engagement will be responsible for defining our customer communication strategy, including development of email and mobile notification programs to improve customer acquisition and retention, development of manual and automated programs that improve customer engagement, and data analysis to improve the effectiveness of these programs. You’ll also manage the overall multi-channel messaging programs for our enterprise clients including leading healthcare companies like The Cleveland Clinic, Intermountain Healthcare and Anthem.

You'll have a tangible impact on the growth of American Well’s marketing business and the resources and support to develop and manage top-performing messaging programs to drive utilization for top healthcare and digital health brands.

Job Description

·     Own messaging across all channels and devices,

for the full customer lifecycle, from enrollment through ongoing engagement,
for our direct to consumer brand (Amwell) as well as for enterprise clients

·     Define success metrics and goals for messaging programs, and deliver on them

·     Design, develop, test and optimize key messaging and engagement streams

·     Develop and execute optimization programs across platforms (web, iOS, Android)

·     Oversee the execution of messaging programs by client

·     Effectively partner with clients, and develop a consistent track record of client sales

·     Identify, acquire, and integrate new tools and technologies, including vetting partners and collaborating with internal stakeholders to launch these tools

·     Define processes that streamline internal workflows and drive scalable growth

·     Optimize conversion for key actions, such as push notification opt-in, survey participation, friend referral, etc., using a variety of messaging and testing tools

·     Manage a team of messaging professionals to execute on these plans


·         Bachelor’s degree required

·         Master’s degree is a plus

·         4+ years of experience in messaging at a direct to consumer brand or marketing agency

·         People management experience preferred

·         Strong presentation, Powerpoint and Excel skills

·         Strong experience with a multi-channel messaging platform such as Braze or Leanplum, including mobile messaging (push notifications, in-app messages, SMS messages)

·         Experience developing segmentation and targeting strategies to test and learn how best to communicate with a population

·         Experience with CAN-SPAM regulations

·         Experience in monitoring and improving deliverability

·         Experience with conversion optimization, including opt-in and opt-out flows

·         Experience operating in a regulated environment; experience with HIPAA and privacy a plus

Desired Profile:

·         Outstanding interpersonal and communication skills, and a “how can we get this done” attitude

·         Good writer with keen attention to detail

·         Scrappy, resilient

·         Think deeply, but also act quickly

·         Curious – no fear of asking questions and willing to admit that you don’t know the answer

·         We’re in an industry that is constantly evolving, so comfort with ambiguity is very important

·         Low ego, a team player

·         Obsessed with improvement

·         Ability to juggle multiple ongoing projects

·         Cross-functional team player – internally and externally


Additional Information

Your Team:

Should you join American Well and the Marketing team, you can expect:

The marketing team is a collaborative, data-driven and creative team comprised of; corporate communications, corporate marketing, client marketing, and consumer marketing. Because American Well is the leader in a fast-growing industry, we have the dual opportunity and challenge of building our brand while we simultaneously educate and excite people about telemedicine. We are the company’s – and our clients – go-to marketing agency. We’re responsible for company branding and promotion, customer utilization and success, prospect and product marketing, as well as supporting client retention and business development through outreach, strategy, content, and events.

Working at American Well:

American Well is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a go-getter culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic. Our corporate headquarters are located in downtown Boston at 75 State Street –in the heart of the city. In addition to the opportunity to build the future of healthcare technology and a great location, we offer:

•       Unlimited Personal Time Off (Vacation time)

•       401K match

•       Competitive healthcare, dental and vision insurance plans

•       Free gym access – on-site

•       Prime office space with views overlooking all of Boston

•       Complimentary snacks and drinks