Member Communications Manager

This is a hybrid position, we are open to any candidates that reside in Washington State. Occasional travel to Seattle may be needed.

Who we are

Community Health Plan of Washington is an equal opportunity employer committed to a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to any actual or perceived protected characteristic or other unlawful consideration.

Our commitment is to:

• Strive to apply an equity lens to all our work. 
• Reduce health disparities. 
• Become an anti-racist organization. 
• Create an equitable work environment. 

About the Role

This position will play an important role for Community Health Plan of Washington (CHPW) member communication strategy, ensuring our members receive timely and engaging information personalized for them. As Member Communication Program Manager, you will take a leadership role in ensuring our members receive timely, clear, and valuable updates on using benefits, staying healthy, and other key health initiatives to help meet our business objectives. This role requires close collaboration with many internal teams, including Member Onboarding, Health Services, Quality, Pharmacy, Marketing, IT, Compliance and Legal, to ensure messaging is accurate, timely, consistent, and aligned with our organization’s goals. You will help to develop business rules and processes that optimize delivery and open rates, and leverage data-driven insights to continually refine our approach. This role touches all facets of the business ensuring cohesive and effective communication throughout the member journey.

To be successful in this role, you:

• Hold bachelor’s degree in communications, marketing or digital marketing, business, English, or a related field (or equivalent professional experience)
• Have minimum of four (4) years of experience in multi-channel communications, specifically with large-scale email and SMS, campaigns
• Possess expertise in managing multi-channel communication programs, with a strong focus on automation and scalability.
• Healthcare experience preferred especially with Medicaid and/or Medicare

Essential functions and Roles and Responsibilities:

• Collaborates with cross-functional teams to align communication strategies, enhance member experience, and ensure messaging is clear, relevant, and accessible. Partners with internal teams to develop and implement communications that keep members informed and engaged with available benefits and health services.
• Manages a multi-channel member communication strategy—including SMS, email--, to engage members effectively across all stages of their journey. Balances strategic planning with tactical execution including video, visuals, and copy to meet key performance indicators (KPIs).
• Designs and manages multiple communication workflows for timely and personalized delivery, ensuring messages resonate with CHPW’s member segments in different stages of their member journeys.
• Develops and manages business rules and processes for data, content, schedules and reporting. Serve as CHPW’s primary interface with content management system and vendors. 
• Makes recommendations on incorporating email and text best practices into CHPW member communication approach.
• Reviews results reporting and makes recommendations on modifications to individual and ongoing communication campaigns.
• Collaborates with product managers, designers, writers to implement creative ensuring campaigns reflect CHPW’s brand and are visually appealing, engaging, and effective.
• Partners with cross-functional teams to implement segmentation, targeting, and list management to support personalized communication efforts. This includes validation and testing of communication personalization. Partner with data managers to ensure the right message gets to the right members.
• Regularly measures and evaluates stakeholder satisfaction, addressing concerns and adapting strategies as needed. Provides ongoing support throughout the project lifecycle, managing stakeholder expectations by clearly communicating challenges and trade-offs.
• Tracks the effectiveness of communication efforts using key metrics such as open rates, engagement levels, and member feedback. Optimizes and A/B test automated workflows to improve campaign performance.
• Conducts regular performance analysis to identify trends, evaluate success, and recommend improvements for future communication strategies.
• Stays updated on industry trends and emerging technologies to identify opportunities for