Lifecycle Operations Associate, Patient Engagement

About the company

The company is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, the company builds upon evidence-based treatments to empower individuals to reach lasting recovery. All the company patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes [link for members] and treatment approach at [link for members] [link for members]

Founded in 2019, the company has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equipsters that have created the company’s culture.  Recognized by Time [link for members] as one of the most influential companies of 2023, along with awards from Linkedin [link for members] and Lattice [link for members] we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.

About the role

The company is seeking an organized, detail-oriented Lifecycle Operations Associate to join our Patient Journey Innovation team. In this role, you will serve as the operational backbone for the company’s digital patient engagement programs, with a primary focus on driving in-treatment patient engagement, retention, and program execution.

Reporting to the Senior Lifecycle Manager, you’ll build, QA, and launch patient engagement programs in Braze (and, increasingly, AI-driven and agentic interaction tools), then dig into the data to learn what’s working. Success here isn’t measured in opens and clicks. It’s measured in whether patients show up to appointments, stay in treatment through critical milestones, and have a better experience with their families along the way. This role is ideal for someone fascinated by behavioral science who wants to work where art meets science to improve health at scale.

Responsibilities

• Build, QA, and execute patient engagement programs across email, push, SMS, and in-app messaging in Braze and other agentic applications.

• Set up audience segmentation, triggered journeys, and Liquid personalization with excellent attention to detail and clinical accuracy.

• Track retention and engagement trends using SQL and Mode, especially across the early weeks of treatment, and flag where patients are dropping off.

• Use data to measure program impact and to generate new ideas: spot patterns, form hypotheses, and propose tactics to test.

• Design and analyze experiments (A/B tests, multivariate tests, holdout groups) tied to outcomes: appointment attendance, retention, and patient and family experience.

• Apply behavioral science principles (friction reduction, timing, framing, habit formation) to message and journey design.

• Partner with Clinical, Care Operations, Product, Insights and Marketing to make sure engagement programs reflect clinical best practice and real patient needs.

• Partner with your manager and team members to enhance the end to end journey optimizing the experience across campaigns and not just for one touchpoint

• Support your manager and team in maintaining an in-treatment content calendar managing the logistics and creative needs of campaigns

• Communicate results clearly, with actionable recommendations.

• Perform other duties as assigned.

Qualifications

• 2+ years in CRM, engagement operations, analytics, digital health, or a related field.

• Working SQL skills required; Mode or similar BI tools preferred.

• Hands-on experience with a CRM or messaging platform (Braze preferred), or a demonstrated ability to learn one quickly.

• Hands-on experience running multi-channel programs beyond email, including push, SMS, and in-app messaging, ideally at a company with a consumer mobile app in an area related to wellbeing (health, financial wellness, etc.).

• Genuine interest in behavioral science or behavioral design; coursework, projects, or self-study count.

• Comfortable with both quantitative data and qualitative insight about the patient experience.

• Strong ownership and meticulous attention to detail.

• Proactive use of AI tools to accelerate and strengthen work while maintaining taste, judgment and outcomes responsibility.

Benefits

Time Off

• Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays.

• Generous parental leave.

Core Benefits

• Competitive Medical, Dental, Vision, Life, and AD&D insurance.

• Equip pays for a significant percentage of benefits premiums for individuals and families.

• Spring Health, a 100% employer-paid mental health benefit through Guardian.

• You can receive 5 free therapy sessions and 5 free coaching sessions per year for you and each of your dependents.

• Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!

• HealthJoy, a 100% employer-paid platform connecting you to a healthcare concierge who can help you navigate your benefits.

• 401K Option!

Other Benefits

Work From Home Additional Perks

• $50/month stipend added directly to an employee’s paycheck to cover home internet expenses.

• $250/month stipend to use a co-working space.

• Initial work-from-home stipend of up to $500.

• Reload of $200 on the home office stipend at the 3-year mark and then every other year after that (year 5, year 7, etc.).

• Company Laptop.

Physical Demands

Work is performed 100% from home with no requirement to travel. Must be able to remain in a stationary period for prolonged periods at a desk or workstation, with the option to alternate between sitting and standing as needed. Must be able to operate standard office equipment such as a computer screen and keyboards as well as to exchange accurate information, actively listen, and communicate clearly with colleagues, clients or stakeholders over the phone, via video conferencing, and/or in person.

At the company, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of the company’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have the company DEIB council, the company For All; also referred to as EFA. EFA at the company aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at the company.

As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, weight, and/or any other legally protected classification protected by federal, state, or local law.

At the company, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of the company’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have the company DEIB council, the company For All; also referred to as EFA. EFA at the company aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of  members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at the company.

As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, weight, and/or any other legally protected classification protected by federal, state, or local law.

Our dedication to equitable access, which is core to our mission, extends to how we build our "village." In line with our commitment to Diversity, Equity, Inclusion, and Belonging (DEIB), we are dedicated to an accessible hiring process where all candidates feel a true sense of belonging. If you require a reasonable accommodation to complete your application, interview, or perform the essential functions of a role, we invite you to reach out to our People team at [link for members]

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