Campaign Manager, Product Management

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Campaign Manager, Product Management

The Consumer Engagement (CE) team within our Patient Experience product management organization is looking for an experienced Campaign Manager to help champion a consumer-grade patient messaging experience. You’ll play a key role on the CE team, enabling campaign management to drive patient engagement, foster patient loyalty and elevate athenahealth’s patient outreach best practices.

The Team

The Consumer Engagement team is the “front door” for patient messaging. We work closely with feature teams to define automated transactional messaging campaigns, such as appointment and payment reminders, as well as promotional campaigns like health screening awareness or care gap outreach. We work side by side with product and product operations teams to deliver messaging to patients. Campaigns are our product, and like all products, we continuously monitor and optimize them to drive KPIs like open rates, click through rates and conversion rates. We obsess over writing in clear and plain language and follow accessibility guidelines. 

This is a hybrid role with the expectation to be in the Austin, TX office one day a week.

The ideal candidate will: 

• Have strong campaign management understanding and be the product owner for patient campaigns

• Collaborate with other campaign managers and product managers to define functional and non-functional requirements for new automated campaigns

• Have a detailed understanding of how customer settings are used to configure patient outreach and inform feature roadmaps

• Work closely with product enablement teams to drive feature awareness and adoption

• Be detail-oriented, organized and an excellent communicator in written and verbal form

• Be the ultimate team player: you can influence others with concise communication and clear objectives, and you are willing to whip up workflow diagrams, in tools such as Figma, Visio or the like

• Obsess over metrics and testing to optimize the effectiveness of patient campaigns. You'll work closely with product analytics to ensure we have access to robust campaign analytics

• Help to champion the use of AI to deliver a best-in-class patient messaging experience

Job Responsibilities

Product/Campaign Owner 

• Serve as Campaign Owner for assigned areas

• Partner with product managers across zones to define and drive portfolio and product strategy for assigned product area(s)

• Develop communication strategies, creative assets, and tracking frameworks to guide patients across all channels (email, SMS, push, text-to-speech)

• Support feature rollouts that involve patient messaging through alpha, beta and general availability by collaborating with customer-facing teams, analyzing feature impact, and preparing communications 

• Engage with Sales, Customer Success, Product Marketing, and other internal partner teams as needed to determine best ways to communicate products to customers; and to assist Product Management leadership with service descriptions 

• Work closely with the Consumer Messaging R&D team comprised of product managers, engineers and designers to share our CE campaign strategy to influence their product roadmap; collaborate with other feature teams across athenahealth to define, deliver and optimize new patient messaging campaigns

• Intake, scope, and prioritize patient messaging requests from a variety of stakeholders 

• Clearly articulate and define business requirements for the problems we are aiming to solve 

Analytics 

• Identify and track metrics and success criteria to create transparency and visibility to campaign success and opportunities for improvements 

• Partner with Engineering and Analytics teams to understand patient behavior and key engagement KPIs to measure campaign strategies and effectiveness and identify opportunities for optimization

• Develop ways to scale campaigns across clients 

Typical Qualifications 

• 5 years overall professional experience, inclusive of a minimum of 2-4 years of campaign management experience

• Bachelor’s degree or equivalent combination of education, training, and experience is required 

• Experience in lifecycle marketing, retention marketing, or customer/consumer marketing, including A/B testing preferred

• Understanding of product management best practices, including agile development environments 

• Technical experience with customer relationships management (CRM), marketing automation and project management tools preferred

• Experience using event and customer data for campaign personalization, segmentation and analytics

• Experience working with stakeholders in a business environment across cross-functional groups

• Demonstrated success at driving results in a fast-paced environment and managing simultaneously competing priorities 

• Excellent verbal and written communication skills

https://www.athenahealth.com/careers/equal-opportunity