Concierge Engagement & Marketing Manager

Summary

Join Sword Health, a Forbes Best Startup Employer, and help build a pain-free world powered by AI! As a Senior Concierge Leader, you will lead and develop a team of concierge specialists, build coaching frameworks, own omni-channel member communications, and co-design the AI concierge experience. You will optimize the member journey, drive data-backed growth and quality, and champion a culture of "unreasonable hospitality." This role requires 5-8 years of experience managing high-touch service teams and proven success scaling 1:1 outreach programs. You'll work with cutting-edge MSK care and contribute to a company with a $3 billion valuation and a mission to free two billion people from pain. This is a remote-first position with flexible working hours.

Requirements

• Hospitality-first leadership : 5-8 yrs managing high-touch service, CX, or patient-engagement teams that blend heart with hard metrics
• Lifecycle & growth marketing : Proven success scaling 1:1 outreach programs to >10k contacts/month; fluent in segmentation, testing, and funnel analytics
• AI-enabled CX : Hands-on experience shaping conversational AI/IVR/chatbots—or deep curiosity plus a track record collaborating with product & ML teams
• Operational rigor: You create SOPs, dashboards, and continuous-improvement loops that survive rapid startup growth
• Data-driven storytelling: You translate messy data into clear decisions for executives and frontline staff
• Creative empathy : Track record of solving non-clinical barriers (transport, social services, language) to unlock care access
• 5-8 yrs relevant experience

Responsibilities

• Lead & develop the concierge team
• Directly manage Concierge Specialists team and own the metrics to deliver on white-glove driven growth
• Build coaching frameworks, QA scorecards, and career paths that balance clinical empathy with enrollment goals
• Own omni-channel member communications
• Set voice-and-tone guidelines for email, SMS, chat, and phone outreach
• Write/approve high-impact scripts that feel personal yet scale to tens of thousands of members - adjusting for client and industry nuance
• Co-design the AI concierge experience
• Partner with the Head of Product & Growth and our AI team to translate hospitality playbooks into prompts, guardrails, and escalation logic
• Validate AI outputs, conduct live A/B tests, and define success metrics for the AI agent
• Optimize the member journey
• Map and iterate outreach flows (initial invite → nurture → expedited VIP enrollment → ongoing support/referrals)
• Ensure excluded or plateauing members receive white-glove hand-offs to in-person MSK specialists or other employer benefits
• Drive data-backed growth & quality
• Own funnel KPIs: connection, conversion, enrollment, and downstream clinical / member satisfaction outcomes
• Convert insights into weekly readouts and cross-functional action plans
• Champion “unreasonable hospitality” culture
• Model surprise-and-delight problem-solving (e.g., coordinating social-support resources for a homeless member)
• Evangelize these standards across Ops, Product, Clinical, and Client Success

Preferred Qualifications

• Background in digital health, luxury hospitality, or direct to consumer services
• Skilled in tools like Iterable/Braze, Zendesk, CRM, and BI dashboards (Looker, Tableau)

Benefits

• Comprehensive health, dental and vision insurance*
• Equity shares*
• Discretionary PTO plan*
• Parental leave*
• 401(k)
• Flexible working hours
• Remote-first company
• Paid company holidays
• Free digital therapist for you and your family
• *Eligibility: Full-time employees regularly working 25+ hours per week
• Health, dental and vision insurance
• Meal allowance
• Equity shares
• Remote work allowance
• Flexible working hours
• Work from home
• Unlimited vacation
• Snacks and beverages
• English class
• Unlimited access to Coursera Learning Platform