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Blue Cross Blue Shield of Massachusetts Sr. Manager, Digital Omni Engagement in Quincy, Massachusetts

Ready to help us transform healthcare? Bring your true colors to blue.

This role is eligible for the following personas: Mobile and Resident.The Sr. Manager, Digital Omni Engagement oversees a portfolio of Omni Channel Campaigns and Interactions working closely with Business (Sales, Marketing, Product, Legal) & Enterprise Technology (Platforms, API, Analytics, Data) teams in a cross functional capacity. Responsible to develop and deliver various omni channel campaigns, manage capabilities and reporting across the portfolio at BCBSMA. Expected to drive a culture of automation and orchestration, delivering value for our consumers (right message, right channel, right time) and business. Collaborating with key stakeholders, working closely with cross-functional teams, as a member of Omni team - will be accountable for end to end Omni Channel strategy, campaign management, testing, managing lists, contacts, rules, reporting, updating templates (Email/SMS) and other Omni Engagement capabilities.

  • Support a portfolio of omni channel resources, priorities and campaign development.

  • Support Leadership on various levels of value, messaging and communications planning.

  • Supports Enterprise Governance, Process innovations and Business Process change.

  • Leads Campaign setup, testing, data loading, validation, content, copy, templates

  • Support overall Omni Engagement Strategy and Operations, Hybrid Processes, manage stakeholder expectations and asks. Work closely with Creative, Brand and Content teams.

  • Support Minimum Viable Product approach, Support Consumer and Digital First, focus on Insights and KPI’s driven approach, Support Automation and Machine Intelligence and Real Time Interactions – inbound and outbound.

  • Lead creation of segments, persona, rules with data and insights within various tools

  • Engage Business leaders (Sales & Marketing), external partners/vendors and other teams

  • Requires in-depth understanding of Communications, Omni Channel Orchestration, Web, Apps, Email, SMS, Push Notifications, Surveys and upcoming market changes/trends like Cloud, Health Care Interoperability, Accessibility, Machine Learning & AI.

  • Possess strong execution skills, project planning, testing and learning attitude.

  • Collaborate with other stakeholders such as product marketing on the creation of positioning for products. Help build business cases and support sales and marketing targets, lead generation.

  • Work closely with Customer Experience, consumer insights and research, data and analytics and business intelligence.

  • Support the entire omni channel life cycle from working with Service teams (Phone/CRM) to Digital (Web/App/EMAIL/SMS) to IVR, PRINT and end to end consumer journeys.

  • Good to have knowledge of using Omni Channel Marketing Tools and Technologies like CRM tools (SalesForce, Pega), Marketo, SendGrid, Twilo, productivity apps like JIRA, Confluence, Microsoft Office, Teams Project, Sharepoint, Tableau, Miro etc.

  • Analytical and synthesis skills are a key, including the ability to absorb and process large amounts of data into actionable information. (Excel, Adobe, Tableau)

  • Additionally, this role requires the foundational understanding of Digital Technologies and backbones, data processing, information management, security and other Enterprise Technology architectures.

Minimum Education Requirements:

High school degree or equivalent required

LocationQuincyTime TypeFull time

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. We provide a flexible hybrid work model in which roles are designated as resident (on site 4-5 days/week), mobile (on site 1-3 days/week), or eworker (on site 0-3 days/month).

Blue Cross Blue Shield of Massachusetts, has a COVID-19 vaccination requirement for building entry. Your offer of employment is dependent upon either being fully vaccinated for COVID-19, or receiving an eworker exemption and/or accommodation based on a disability or sincerely held religious belief, practice, or observance by submitting a request to Human Resources.

Voted as the highest in member satisfaction among Massachusetts commercial health plans by JD Power , Blue Cross Blue Shield of Massachusetts is a community-focused, tax-paying, not-for-profit health plan headquartered in Boston. We have been a market leader for over 75 years, and are consistently ranked among the nation's best health plans. Our daily efforts are dedicated to effectively serving our 2.8 million members, and consistently offering security, stability, and peace of mind to both our members and associates.

Our Commitment to You

We are committed to investing in your development and providing the necessary resources to enable your success. We are dedicated to creating a refreshing and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path. We take pride in our diverse, community-centric, wellness-focused culture and believe every member of our team deserves to enjoy a positive work-life balance.

Blue Cross Blue Shield of Massachusetts is an Equal Employment / Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.

Blue Cross Blue Shield of Massachusetts will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Blue Cross Blue Shield of Massachusetts's legal duty to furnish information.