Manager, Lifecycle & Communications

About Conduit Health Conduit Health is transforming one of the most outdated corners of post-acute care—getting essential medical equipment and supplies into patients' homes. We're the first vertically integrated, AI-powered platform to unite ordering, telehealth, prescriptions, insurance, and fulfillment into one seamless experience. In seconds, case managers and providers can say "yes" to patients who would otherwise wait weeks — while we handle every step behind the scenes. The Role We're looking for a Manager, Lifecycle & Comms to own how Conduit communicates with patients, caregivers, and partners across their entire journey with us. This is a highly cross-functional builder-operator role spanning communications strategy, hands-on execution, performance optimization, and the infrastructure that powers it all. You'll define what we say, when we say it, which channels we use, and how our voice shows up - and then own the day-to-day operation that brings that strategy to life. You’ll oversee the communications ecosystem end-to-end, from transactional messaging and lifecycle journeys to marketing and educational campaigns. You'll own developing and writing the communications themselves, while leveraging shared services and cross-functional partners for design, technical implementation, and execution. You'll own campaign performance - continuously testing messaging, audiences, channels, cadence, and timing, analyzing results, and using those insights to evolve our strategy. Ultimately, you'll be the operator at the center of how Conduit communicates - accountable for ensuring the right message reaches the right person at the right moment, through the right channel, and drives outcomes like conversion, engagement, and retention. This role sits in our Revenue department, reporting to the Head of Patient Experience, reflecting its core mandate around patient engagement and communication. As Conduit grows, we expect this person to build out the function and ultimately lead the team they're helping create today. What You'll Do Full Lifecycle ownership: Own transactional, marketing, and lifecycle communications across our direct-to-consumer audiences (patients and caregivers) and B2B partners (e.g., service coordinators and home health aides). Own campaign strategy and design end to end across channels, creating a cohesive experience across every touchpoint. Messaging & copy : Own the messaging and copy across lifecycle, transactional, educational, and marketing communications. Translate complex healthcare and operational information into clear, compelling, human communication that drives action while building trust with patients and partners. Revenue & retention: Design, build, and optimize journeys across the funnel - activation, conversion, engagement, re-engagement, and churn prevention - with conversion and retention as your primary KPIs. Performance & experimentation: Own the performance of our lifecycle programs and campaigns. Define success metrics, build testing roadmaps, run A/B tests across messaging, audience, channel, cadence, and timing, and analyze results to understand what drives behavior. Turn those insights into clear recommendations that continuously improve our communications strategy and broader patient journey. Patient experience: Own transactional communications - from appointment reminders and missing-information outreach to order confirmations and shipping updates- as a core part of the patient experience. Identify opportunities for proactive communication to reduce friction, increase completion, and prevent avoidable support needs. Communications Infrastructure: Own the tools and infrastructure powering patient and partner communications, including Customer.io , Twilio, Intercom, voice AI, and HubSpot. Identify gaps in the stack and drive improvements that make our communications more reliable, scalable, effective, and cohesive. Systems & cross-functional partnership: Own the strategy and requirements for the data, events, segmentation, and integrations that power our communications ecosystem. Manage and partner closely with the technical resources responsible for implementation, while working cross-functionally with Product and Engineering to ensure our lifecycle infrastructure supports the experiences we want to build. Building the function: Help define what belongs in proactive education versus reactive support, and lay the groundwork to hire and manage a team as this function scales. Who You Are Patient & Revenue Minded: You think in experience and revenue outcomes, and build comms that serve our patients and the business equally. Systems Thinker: You understand how data, tools, triggers, and channels come together to power lifecycle communications. You can set clear requirements, manage technical resources, and identify and lead improvements across the communications ecosystem. Operationally Fluent: You're comfortable being the person ops and support come to when messaging isn’t working as intended for our patients. Hands-On: You’re comfortable moving from strategy to execution. You’ve built lifecycle programs yourself - from segmentation and journey design to campaign setup, testing, launch, and optimization - and know how to get things out the door. Builder Mentality: You're excited to be the hands-on-keyboard operator of this function today, with a real appetite to hire and manage a team as we grow. Compliance-Oriented: You understand the tone, trust, and compliance considerations that come with messaging patients, even under pressure to move fast. Analytical & Experimental: You’re naturally curious about what works and why. You’re comfortable defining KPIs, designing experiments, digging into campaign and funnel performance, and translating results into decisions about what to do next. Exceptional Communicator : You're a sharp, versatile writer who can make complex information feel simple and human. You know how to write copy that builds trust, creates urgency when appropriate, and drives action - and you care deeply about every word that reaches a patient or partner. What You'll Bring 5+ years in lifecycle, CRM, or retention marketing, ideally at a healthtech, DTC health, or other regulated consumer company Hands-on ESP experience — Customer.io strongly preferred; Iterable, Braze, or similar is a fine substitute Experience with SMS/voice channels (Twilio or similar) and support/messaging platforms (Intercom or similar) Track record of owning conversion and/or retention metrics directly, not just engagement metrics. Comfortable partnering with ops-oriented, non-marketing stakeholders (EX: patient experience & product) Strong analytical and experimentation instincts - experience defining campaign KPIs, designing A/B tests, analyzing lifecycle and funnel performance, and translating quantitative and qualitative signals into actionable insights. Familiarity with healthcare-adjacent constraints (PHI, HIPAA-safe messaging practices) is a plus. Excitement around joining an early-stage, high-growth and high-impact organization that’s building something transformative. Our Values Excellence, Not Perfection: We set a high bar for our work and impact, but we don't get lost in endless polish for polish's sake. We focus on results that matter. Urgency, Not Chaos: We move fast because speed drives our advantage. We pair urgency with clarity to avoid noise and burnout. Systems, Not One-Offs: Every solution should eliminate the root cause so the problem never returns. Wins are good; scalable systems are better. Committed, Not Just Here: We show up engaged, proactive, and ready to go above and beyond. The outcomes you drive are what matter most. Crush Goals, Not Souls: We take our work seriously, but not ourselves. Be yourself, bring positivity, have fun, and laugh often. Compensation & Benefits Competitive salary + performance-based incentives Flexible hybrid work environment Unlimited PTO + company holidays Full medical, dental, and vision coverage Direct mentorship and growth opportunities Opportunity to help shape and scale operations at a fast-growing healthcare startup Equal Opportunity Conduit Health is an equal-opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.