WellSense Health Plan

The Manager of Marketing Operations plays a key role in delivering a superior customer experience. This position focuses on enabling functional planning, process adequacy, and smooth operations. The manager is focused on fulfilling key member benefits in the most efficient and effective way by managing technology platforms, workflow, vendor interactions, spend and fulfillment. The Marketing Operations team area directly manages the fulfillment of member items, including benefit cards, car seats and reimbursements.

The ideal candidate is a multifaceted professional with a varied marketing or member experience background and broad understanding of how a marketing department and/or member experience team operates effectively, how to construct a budget and how to identify improvement areas in procurement, vendor management and in processes. While focused on fulfilling member items and the member experience, they will work across brand, digital, creative, direct marketing, and communications and partner with other functional area managers in clinical, operations, pharmacy, IT and finance.

The manager will have a portfolio of member items and corresponding budget to optimize. Annually, they will revise the budget based on utilization rates, membership, product changes, regulations and other information. They will continually look to optimize spend while ensuring members receive quality items, quick turnaround times and are satisfied with their experience. For reimbursements, such as for fitness or other purchases, the manager will work to improve the efficiency and effectiveness of the reimbursement process, from the member experience and the internal process. They will work the digital and IT teams to develop a member-friendly and easily understood process to submit reimbursement.

Ensuring members understand the items and benefit extensions they receive, the manager will work with marketing managers to develop and distribute information on how to receive benefits and take advantage of the benefits they are offered. They will track utilization of those benefits they manage, tracking member satisfaction, item quality and the competitive and regulatory landscape.

The manager is responsible for a team of specialists who procure, track and fulfill our member extras items and benefits, managing the fulfillment process, inventory, vendors, products and verification process. The team works closely with Member Services to fulfills member requests for product or reimbursement and identifies areas for efficiency in this process.

The ideal candidate will experience in improving processes such as the member extras fulfillment process, marketing traffic process, invoice management and inventory control.

Our Investment In You

• Full-time remote work
• Competitive salaries
• Excellent benefits
  
  

Key Functions/Responsibilities

• Manages portfolio of member items and corresponding budget based on product benefit structure, responsible for fulfillment and optimization
• Develops annual budget for benefit items portfolio
• Works on member experience related to benefits and member items including requesting items, submitting reimbursement documentation and understanding the process
• Manages member reimbursement decisions and payments for member incentive programs; audits and troubleshoots member documentation issues related to incentives
• Sets efficiency performance metrics by creating, monitoring and reporting of workload and flow
• Manages vendor selection and vendor relationships for benefits and items portfolio; working directly with external vendors to ensure steady business operations, manages and processes invoices, evaluates performance and ensures quality; performs routine audit and evaluation of vendors to ensure highest-quality products at market costs and identify new providers when necessary
• Manages the Marketing Operations team, including recruiting and developing staff
• Collaborates on over-the-counter card benefit fulfillment across all products, ensuring benefit alignment, distribution of cards and member instructions
• Ensures corporate identity and brand standards are maintained
• Leads periodic audits of systems performance and plan revision strategies as appropriate
• Manages the member ID card process, working with vendor partners to ensure cards are delivered on a timely basis, on budget and in an efficient manner
• Assist in the development and management of the marketing budget as it pertains to the member extras budget; track all related expenses and assist with invoice control
  
  

Education

• Bachelor’s degree in Marketing, Business or related field or equivalent work experience with demonstrated experience in the described areas
  
  

Experience Required

• 7 years or more in a Marketing, Member Experience, Marketing Operations or similar role
• Experience developing and establishing processes
• Experience with budget and vendor management
• Experience in insurance, finance or other highly regulated industry a plus
  
  

Competencies, Skills, And Attributes

• Strong communication skills including excellent written and speaking skills
• Process-oriented mindset
• Ability to manage multiple projects and tasks
• Highly detail oriented
  
  

Working Conditions and Physical Effort

• Work is normally performed remotely at your home office with occasional meetings in other locations or at the Boston corporate office