Director, Communications

Zelis - Boston, MA

Full-time - Senior

Remote - Boston, MA

501-1,000 employees

About the position

Zelis is seeking a Director of Communications, Member Engagement to lead the development and execution of a comprehensive member communications strategy. This role is pivotal in driving product awareness, utilization, and revenue expansion through omni-channel communications. The ideal candidate will navigate complexity and ambiguity while fostering a high-performing team culture and collaborating with cross-functional stakeholders.

Responsibilities

• Lead, develop and grow the Communications team by setting the vision, strategy, and prioritizing Objectives & Key Results (OKRs).
• Drive communications and content strategy across the member journey, ensuring best-in-class design, imagery, and copy.
• Define omni-channel personalization strategy and data-driven execution approach for effective member communication.
• Build inventory of high-performing collateral themes and explore opportunities for paid communications packages.
• Lead operations of campaign execution and collateral management, identifying opportunities for process optimization.
• Bring technical expertise to the marketing and communications tech stack, leveraging AI and new technology.
• Conduct market research to understand healthcare industry trends and inform communications strategy.
• Define key performance metrics, set measurable performance goals, and track progress regularly.
• Manage an analytical resource to produce insights based on data to inform communications strategy.
• React quickly to customer and member escalations and create systems to anticipate future concerns.
• Advise on data architecture in support of member engagement communications experience.
• Manage compliance and security requirements in collaboration with internal stakeholders.
• Assess current marketing and communication channels for effectiveness and ensure client SLAs are met.
• Partner with Product Management & Data stakeholders to define strategy and frameworks for engagement.
• Collaborate with Client Management to articulate the value proposition of member communications.
• Tailor PowerBI dashboards in alignment with key performance metrics and collaborate on analytical research initiatives.
• Maintain deep knowledge of the healthcare and consumer marketing industry and stay current with innovative engagement techniques.
• Build a constructive, inclusive, collaborative, and high-performing organizational culture.

Requirements

• 12+ years of Consumer Marketing experience, with 5+ years in the Healthcare industry.
• Working knowledge of relevant member communications regulations and guidelines, including ACA and Medicare plan participants.
• Global work experience with the ability to define global processes and support cultural differences.
• Superb communication and interpersonal skills with high emotional intelligence.
• Analytical, test-and-learn approach with a strong customer focus.
• Demonstrated ability to collaborate cross-functionally to drive program results.
• Strong project management and time management skills with keen attention to detail.
• Track record of developing, leading, and mentoring high-achieving talent in a fast-paced environment.
• Ability to interpret and use data for business decisions and comfortable making decisions in the absence of data.

Nice-to-haves

• Master's degree preferred.
• Experience with healthcare consumer communications strategies.
• Familiarity with AI and new technology in marketing communications.

Benefits

• Hybrid work environment with flexibility in work location.
• Opportunities for professional development and career growth.