Engagement and Partnerships Manager, Bezzy

AT A GLANCE

Healthline Media’s mission is to support the individual journey to lifelong well-being through exceptional content and products that power healthy actions. We are the world’s leading digital health publisher with our brands Healthline.com, MedicalNewsToday.com, Greatist.com, PsychCentral.com, and Bezzy.com. More than 275 million people worldwide and 90 million people in the U.S. visit Healthline Media’s sites each month. We are a purpose-driven organization, part of RVO Health, with a vision to create a stronger, healthier world.  

About Bezzy

Bezzy, part of the Healthline Media and RVO Health portfolio, is an online community committed to providing helpful resources and empathetic support for anyone navigating life with a chronic condition. We create a safe, authentic environment that allows for shared vulnerability and relatable content. We believe "community" is not just a place or a group: it’s a feeling and a resource that inspires all of us to live better every day.

We have 9 Bezzy communities, with more coming soon. Each one offers:

• Guided text-based live chats with a community guide
• 1:1 messaging to connect with other community members
• Informational, empathetic articles created specifically with the community in mind 
• A safe, moderated, and supportive community filled with people who truly understand

About You

As the Bezzy Engagement & Partnerships Lead, you will be responsible for maintaining and building upon Bezzy’s mission to create a safe, moderated experience for people living with a chronic condition. You will plan and manage programming for a growing team of Community Guides who bring first-hand experience and expertise to drive member engagement and value. You will also grow Bezzy’s reach by building strategic partnerships that expand our network of patient advocates and community KPIs. 

You have previous experience with managing online communities and/or project management, have a knack for relationship building, possess excellent multitasking skills, and have an inherent interest in Health & Wellness as it pertains to chronic conditions. 

What You’ll Do

Bezzy Guide and Ambassador Program Management

• Manage Bezzy Community Guides, including but not limited to:
  • Promote and drive engagement for live chats
  • Coordinate live chat guest hosts
  • Note:  Occasional night and/or weekend work may be required to respond to or elevate urgent issues 
  • Present training and overview of Bezzy to potential new Bezzy Guides 
  • Manage Bezzy Guide budget and review and approve Bezzy Guide invoices
• Lead regular meetings with Guides to communicate announcements, brainstorm ideas, and troubleshoot issues
• Track and analyze live chats and other engagement features or events to improve performance, set benchmarks, and provide recommendations
• Manage Bezzy Guide live chat calendars 
• Collect Bezzy Guide feedback, bugs, and other issues and troubleshoot with cross- functional teams
• Train Bezzy Guides on new product features and updates and ensure they are adhering to internal guidelines and best practices
• Create and maintain best practices documentation, and ensure adherence to legal/compliance measures for Bezzy Guides and moderation
• Lead hiring and contracts for Bezzy Guides as needed, including but not limited to: vetting, contracting and interviewing
• Help with facilitating Bezzy Guide deliverables for special requests across various internal teams
• Pilot a new Bezzy ambassador program to establish long-term relationships with the most active Bezzy community members 
• Establish ambassador program logistics, goals, and success measurement
• Lead ambassador group communication
• Troubleshoot or elevate any issues or questions from ambassadors or Bezzy Guides 

Community Management

• Share Bezzy community performance and insights at monthly team meetings
• Collaborate with the broader Bezzy team to meet business KPIs; lead the charge from a community-first perspective to achieve these goals
• Monitor Bezzy Community forums and flag and/or escalate issues that violate community guidelines. Post comments, respond to members as needed within the platform as an administrator
• Conduct and report on social listening in order to optimize community forums and relay feedback to Bezzy team
• Update a monthly insights performance report on top performing live chats and conv