Senior Manager, Marketing Operations

About Us:

Cityblock Health is the first tech-driven provider for communities with complex needs—bringing better care to where it's needed most, block by block. Founded in 2017 on the premise that "health is local" and based in Brooklyn, we are backed by Alphabet's Sidewalk Labs along with some of the top healthcare investors in the country.

Our mission is to improve the health of underserved communities. Importantly, our solutions are designed specifically for Medicaid and lower-income Medicare beneficiaries, and we meet our members where they are, bringing care into the home and neighborhoods through our community-based care teams and Virtual Care offerings.

In close collaboration with community-based organizations, local providers, and leading health plans, we are reorganizing the health system to focus on what matters to our members. Equipped with world-class, custom care delivery technology, we deliver personalized primary care, behavioral health, and social services to deliver a radically better experience of care for every member and community we serve.

Over the next year, we'll grow quickly to bring better care to many more members and their communities. To do this, we need people who, like us, believe that everyone should have good care for what matters to them, in their community.

Our work is grounded in a belief in the power of a diverse community. To close gaps in care and advance equity in the communities we serve, we have to start with making our own team diverse and inclusive. Our ways of working are characterized by creativity, collaboration, and mutual learning that comes from bringing together a community from diverse backgrounds and perspectives. We strive to ensure that every person on the Cityblock team, and every Cityblock member, feels supported and included as a part of our community.

Our Values:

• Aim for Understanding
• Be All In
• Bring Your Whole Self
• Lean Into Discomfort
• Put Members First

About the Role:

Cityblock is seeking a Sr. Manager of Marketing Operations who will get "under the hood" of our marketing automation platforms, own omni-channel communications and work in collaboration with teams throughout the company to build programs and processes. This role will serve as a key liaison between Marketing and other teams across Cityblock, with a special focus on interactions with technical, product, and data teams, towards a goal of shaping our overall roadmaps in a way that unlocks the maximum impact of our Marketing program.

This role will be a key contributor to the ongoing growth and success of Cityblock by supporting the evolving marketing and personalized messaging needs to drive seamless execution of omni-channel direct-to-member marketing programs. Key elements of accountability will include overall Marketing channel performance and business impact metrics, leadership on CRM technical, product, and platform issues, and, most importantly, assurance of the quality and consistency of our outgoing Marketing campaigns. The role will also oversee vendor relationships and budget associated with Marketing tools, vendors, agencies, and contractors.

This role will develop a deep understanding of Cityblock's business and apply a rigorous metrics-based approach to building a stack-ranked roadmap for key projects, test areas and campaign initiatives. The ideal candidate has deep expertise in marketing project and campaign planning, creative production process management, technology infrastructure including marketing automation, and analytics/reporting.

Responsibilities:

• Own the overall execution and performance of our Marketing distribution at Cityblock that integrates touch points across the member journey, with a clear aim of driving patient and audience engagement throughout the funnel that builds efficiencies via automation & tooling
• Manage marketing automation platform performance and optimize processes as well as evaluate process enhancements & technologies to improve and optimize marketing efforts
• Work with Data Platform & Product team to support database health and ensure data cleanliness, integrity and thoroughness in all marketing platforms
• Drive an analysis-based approach across the Marketing team to opportunity size projects throughout our patient funnel with a business impact lens, and facilitate the team's ability to quickly calculate overall business opportunity in order to drive prioritization
• Create and manage project plans with clearly defined deliverables and resources, coordinate work streams, track progress, and ensure obstacles are addressed
• Establish best practices and quality assurance across our direct-to-member Marketing program and work to have them applied broadly to all relevant portions of the member marketing experience
• Collaborate with Marketing and Behavioral Insights team members to execute experiments and A/B tests
• Collaborate with marketing, sales, legal and privacy team stakeholders to define and implement data requirements, best practices and regulatory compliance processes
• Set clear channel KPIs and performance targets that will be applied to, tracked and measured across Cityblock's Marketing program and ensure that these metrics are tracked/reported on with regularity
• Manage Marketing vendor and agency relationships, including negotiation, renewals and the ongoing monitoring of vendor contracts
• Support Marketing planning and budgeting by analyzing and monitoring the costs of marketing activities, and support regular forecasting work to account for how direct-to-member Marketing efforts will roll up
• Own and manage ad hoc marketing projects as needed

Requirements for the Role:

• At least 5 years of relevant marketing experience, including campaign strategy/development, messaging, patient segmentation, lifecycle optimization, deliverability, and AB/multivariate testing
• Deep working knowledge of a modern CRM platform such as Braze and a track record leveraging those tools to create successful, multi-channel, and multi-touch campaigns
• Experience and comfort in setting up tracking, analyzing and manipulating data in Google Analytics and Looker to draw meaningful insights that inform current and future strategy
• Expertise in project management including developing process and leveraging software
• Previous experience working in a heavily regulated environment and/or with HIPAA-compliant marketing technology stacks a plus
• Previous experience running marketing projects and campaigns designed for a Medicaid/Duals population a plus

What We'd Like From You:

• A resume and/or LinkedIn profile

Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.

We take into account an individual's qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company's equity program, paid time off, including vacation and sick leave. The expected salary range for this position is $126,936 to $145,070. The actual offer will be at the company's sole discretion and determined by relevant business considerations, including the final candidate's qualifications, years of experience, skillset, and geographic location.