Marketing Operations Manager, Member Communications

Job Description

Who We Are:

SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

• Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
• Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
• Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.

Job Summary:

You are the "Engine Room" of the MCSS (Member Communications Shared Services) team. In this role, your primary customer isn't the member—it's the data. You are responsible for the technical plumbing that connects our internal member database to our delivery platforms (email, SMS, and physical print houses), as well as the day-to-day execution of the communications flowing through those pipes.

At SmithRx, data integrity is a legal requirement. You will collaborate with the internal business systems and data teams to manage the tools, APIs, and data pipelines that ensure 100% accuracy in member personalization, while actively building, testing, and deploying the campaigns that reach our members.

Responsibilities:

• Systems infrastructure: Co-own the integration between SmithRx’s internal platforms and communication vendors (e.g., Salesforce, Braze/Iterable, etc.).
• Data Mapping: Help define and maintain the logic for how member fields (Name, RX_Number, Copay_Amount) are injected into templates.
• Campaign Execution: Build, schedule, and deploy multi-channel communication journeys (Email, SMS, Print). Construct complex audience segments, configure trigger-based workflows, and manage the end-to-end deployment of both ad-hoc notices and always-on transactional messages.
• Technical QA: Build automated checks to flag data anomalies before communications are triggered, and conduct rigorous pre-flight testing on all campaigns.

What you will do:

• Translate business and regulatory requirements into executable, logic-driven campaign workflows within our communication platforms.
• Help manage the data pipeline for multi-channel communications, including complex permissions and transactional message sends.
• Perform exhaustive campaign QA, including rendering tests, dynamic content validation, link tracking, and audience sizing checks to guarantee zero-defect deployments.
• Monitor campaign performance and deliverability in real-time, proactively triaging any send-volume bottlenecks, platform outages, or spam-trap issues.
• Manage the technical relationship with the direct mailer system, including SFTP file transfers, print-proof automation, and production timelines.
• Collaborate with our internal business systems team to ensure messages and letters are synced back to the internal member record for internal team visibility.
• Troubleshoot message deliverability to ensure SmithRx remains compliant with delivery laws.

What you will bring to SmithRx:

• 5+ years of experience in high volume B2C or B2B2C Marketing Ops, Comms Ops, or Transactional Messaging, with hands-on experience actively deploying campaigns.
• Proven track record of building and routing complex, multi-step customer journeys and trigger-based campaigns in enterprise platforms.
• Experience managing dynamic content at scale (Logic: "If Member_State = CA, then show Disclosure_X").
• Experience using and administering multi-channel communications platforms (Braze, Iterable, Salesforce Marketing Cloud, or similar), handlebar/liquid experience, and integrating those with other data sources.
• Familiarity with campaign QA tools (e.g., Litmus, Email on Acid) and a strong understanding of email/SMS deliverability and compliance best practices (CAN-SPAM, TCPA).
• Proficiency in SQL and experience working with JSON/API-driven communication platforms (e.g., Lob, MessageGears).
• A security-first mindset: You treat every data field and every deployed message as if it were your own medical record.

What SmithRx Offers You:

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• Flexible Spending Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Discretionary Paid Time Off
• Paid Company Holidays
• Wellness Benefits
• Commuter Benefits
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities