Director of Engagement

Apply Job Type Full-time Description About Us: On a mission to deliver affordable, delightful healthcare for all, First Stop Health provides connected, whole-person virtual care to employers 24/7 through app, website, or phone in all 50 states. First Stop Health prioritizes an engaging and easy-to-use experience, setting people on healthier journeys through care at multiple stages. We are proud to be recognized as one of Fast Company’s Most Innovative Companies. First Stop Health offers a comprehensive benefits package that includes various health and medical coverage options, dental and vision coverage, disability and life coverage, making healthcare easily accessible. For those that choose to waive medical coverage a monthly medical waiver allowance will be provided. First Stop Health offers a remote-first work environment and flexible paid time off, including Summer Fridays. Furthermore, the employer match 401k plan and monthly phone stipend demonstrates the company's commitment to employee financial well-being. The First Stop Health membership benefit is another added perk for employees and provides our virtual care solutions -- Urgent Care, Mental Health, and Primary Care -- from their very first day! Job Description: First Stop Health is seeking an experienced, innovative and detail-oriented Director of Engagement who will drive utilization of our telehealth services and thus client ROI and retention. As Director of Engagement, you will design, implement and scale a multi-channel strategy to engage our members with our services. You will manage a small but mighty department that plays a key role in a quickly-growing company. The ideal candidate will be an enthusiastic, service focused, detail oriented, self-starter that will thrive on the opportunity to engage our members with our best-in-class telehealth services. Responsibilities: Strategic CRM Development Design and execute data-driven CRM strategies focused on customer segmentation, lifecycle management, and engagement optimization Translate behavioral science principles (e.g., personalization, social proof) into scalable communication strategies that drive action Develop and operationalize a “cohort-based” engagement model, moving away from mass communications toward targeted, automated journeys Cohort Strategy & Lifecycle Management Define and manage customer cohorts using key data signals such as reachability, product usage, and data fidelity Identify engagement barriers across the customer funnel and develop proactive strategies to mitigate them Lead initiatives to improve foundational CRM performance metrics, particularly contactability and data quality Reachability & Activation Strategy Own and execute strategies to improve customer reachability across channels (email, direct mail, partner communications) Identify segments with low contact fidelity and design multi-channel programs to establish reliable communication pathways Ensure a strong foundation of contactability prior to launching downstream engagement and utilization campaigns Cross-Functional Collaboration Partner with Analytics & Data teams to define key data signals and enable scalable segmentation and targeting Collaborate with Clinical/Medical stakeholders to incorporate trust-building elements (e.g., provider-led content) into engagement strategies Work closely with Customer Success teams and client stakeholders to activate high-impact communication channels and improve audience reach Key Initiatives Lead multi-channel engagement programs to improve customer contactability and activation Develop and scale automated customer journeys aligned to defined cohorts Support the integration of data, content, and channel strategies into a unified CRM ecosystem Requirements : Education: Bachelor’s degree preferred Experience: Experience in CRM strategy, lifecycle marketing, or customer engagement (e.g., Braze, Salesforce, Adobe, etc.) Experience in healthcare or telehealth highly preferred Strong analytical mindset with experience using data to inform segmentation and targeting strategies Proven ability to lead cross-functional initiatives across data, marketing, and customer-facing teams Familiarity with behavioral science principles and their application in marketing or customer experience Experience with multi-channel engagement strategies, including email, direct mail, and partner-led communications First Stop Health is committed to diversity, equity, inclusion, and belonging. Research shows that women, people of color and other historically underrepresented groups tend to only apply to jobs in which they meet all the job requirements. Unsure if you check every box? Apply. We would love to consider your unique experiences and how you could make First Stop Health even better. To learn more about First Stop Health, visit www.fshealth.com and if you require any assistance during the application process or have questions, please don't hesitate to contact our talent acquisition team via email at [email protected]