Role Overview

As Director of Engagements, you will own patient retention and engagement across Cadence’s remote care programs, with direct accountability for reducing patient disengagement and churn. You will lead the strategy and execution of patient-facing outreach, ensuring patients remain active, adherent to our clinical journeys, and connected throughout their care journey.

This role sits at the intersection of growth, operations, and clinical experience, requiring a leader who can translate patient behavior, operational signals, and clinical workflows into scalable growth strategies.

You will define how, when, and why Cadence engages patients, from onboarding through long-term retention, and build systems that proactively prevent disengagement before it occurs.

The ideal candidate finds clarity in the face of ambiguity, builds with scalability in mind, and thrives on rapid iteration. You move quickly from scrappy MVP to repeatable systems, and you know how to pilot new initiatives, learn fast, and scale what works.

Your Impact

• Reduce patient churn and disengagement across all programs
• Increase patient adherence to vitals, care plan completion, and visits, improving clinical outcomes
• Pilot and scale innovative engagement initiatives that unlock new growth levers
• Build a tech-first, scalable, and effective engagement engine that automates manual engagement efforts while maintaining or improving conversion and patient experience 
• Directly influence patient NPS and retention, and patient life time value 

Key Responsibilities

Retention Strategy & Ownership

• Own end-to-end patient retention metrics, including program adherence (e.g., vitals submission, visit completion, care plan completion), sustained engagement over time and disengagement and churn 
• Build and operationalize a retention playbook across the full patient lifecycle including enrollment → onboarding → activation → care  management → ongoing care maintenance
• Identify key drop-off points (e.g., early inactivity, missed vitals, scheduling gaps, lack of care goal completion) and design targeted interventions.
• Develop strategies to manage patient disenrollment when appropriate

Growth Initiatives & Innovation

• In your first 90 days, pilot 1-3 high-impact engagement experiments (e.g. new channel strategies) with a goal of scaling at least one to meaningful contribution within your first year
• Own each initiative from ideation through testing, forecasting, and launch — including cross-functional coordination and return on investment
• Build a structured experimentation roadmap to continuously improve engagement campaigns and unlock new growth levers

Patient Outreach & Engagement Design

• Own the strategy for all patient-facing outreach across channels (calls, SMS, email)
• Redesign outreach around core engagement triggers and develop personalized, proactive outreach to keep patients on track when they show signs of disengagement
• Develop patient segmentation and persona-based engagement strategies (e.g., clinical condition, activation risk)

Data-Driven Engagement & Experimentation

• Own and evolve Cadence’s engagement and retention metrics
• Build a structured experimentation roadmap to ensure our engagement campaigns are best-in-class. 
• Translate data into clear action—rapidly iterating on what drives sustained engagement.

Tech-Enabled Engagement (Automation + AI)

• Lead the evolution of Cadence’s engagement stack through automated outreach workflows, trigger-based interventions, AI-driven prioritization and personalization
• Design workflows that prioritize highest-risk patients, maximize efficiency of outreach, ensure consistent, high-quality patient interactions and inject human touch were needed 

Operational Excellence & Leadership

• Work cross-functionally with Marketing, Operations, Clinical, Product and Partnerships teams to lead and develop the Engagements function
• Establish clear performance management tied to retention outcomes (not just activity metrics).
• Build a team and operating model that scale with Cadence’s growth

Must Haves 

• 8–10+ years of experience in growth, engagement, or lifecycle marketing leadership, preferably in consumer health or a similarly complex B2B2C environment
• Demonstrated ability to take initiatives from 0 → 1 → scale; you've owned early-stage pilots and scaled them into meaningful, repeatable systems
• Strong analytical instincts: you're comfortable in the data, can identify what's working and what isn't, and translate findings into action quickly
• Omnichannel fluency: you've built and managed engagement strategies across SMS, email, phone, and ideally push or in-app channels
• Experience with engagement or marketing automation platforms (e.g., Braze, HubSpot, or similar) and comfort working with CRM and analytics tools
• Conversion mindset: you don't just drive activity, you drive outcomes. You know what levers move adherence and retention, and you build programs around them
• Strong cross-functional operator: you know how to lead through influence, partner with clinical and product teams, and get things done in a matrixes environment

The anticipated compensation range for this role is $180,000 to $210,000 which is based on role scope, level, and location. In addition to base compensation, this role may be eligible for incentive compensation as part of the overall total rewards package. This position is remote and based in the United States. Actual compensation will be determined based on factors including experience, skills, internal equity, and applicable law.

The Role
Advanced Primary Care Management (APCM) is one of Cadence's highest-growth programs, and this role is its operational engine. As the Business Operations leader for APCM, you'll own the most critical cross-functional initiatives across the program, spanning Growth, Enrollment, Care, and Patient Success. You won't just execute tasks, you'll diagnose where the operation is breaking, design scalable solutions, and drive execution across a complex, fast-moving business. You'll be the connective tissue across functions, the person who turns leadership priorities into structured work streams, and the one who ensures APCM can scale without breaking. This is a high-stakes, high-impact role. APCM's active patient count is expected to 4x by end of year, and health system partners are doubling and tripling in the same period. You'll work closely with Clinical, Product, Finance, and Analytics partners across the business.

What You'll Do

• Own and lead the highest-priority cross-functional operational initiatives across the APCM business at any given time
• Serve as the connective tissue between Growth, Enrollment, Care, and Patient Success removing blockers, aligning stakeholders, and driving decisions
• Translate leadership priorities into structured workstreams with clear owners, timelines, and measurable outcomes
• Diagnose operational inefficiencies across the APCM product lifecycle and design scalable solutions before they become critical
• Build and maintain operational playbooks, SOPs, and frameworks that support growth without proportional headcount increases
• Partner with Product and Technology to identify automation and workflow improvement opportunities
• Support the launch and ramp-up of new health system partners end-to-end
• Define and own the KPI framework for APCM operations; build dashboards and reports that surface actionable insights
• Partner with Finance and Analytics on capacity planning, forecasting, and business reviews
• Prepare executive-level communications, operational reviews, and strategic updates
• Proactively flag risks and emerging issues before they compound

What you'll need

• 5+ years of experience in operations, strategy, consulting, or a related field
• A strong generalist operator: equally comfortable building a process from scratch, diving into a spreadsheet, and presenting to an executive audience
• Proven ability to lead cross-functional initiatives and influence without direct authority
• Highly analytical defaults to data in decision-making and can build analyses independently from raw inputs to recommendation
• Comfortable with ambiguity, fast-changing priorities, and building in environments where the playbook doesn't yet exist
• You demonstrate hands-on cross-functional ownership, not just analytical or presentation support and a track record of driving structured problem-solving through to execution

The anticipated compensation range for this role is $100,000-$180,000 which is based on role scope, level, and location. In addition to base compensation, this role may be eligible for incentive compensation as part of the overall total rewards package. This position is remote and based in the United States. Actual compensation will be determined based on factors including experience, skills, internal equity, and applicable law.