Member Experience & Communications Manager

Job Overview

The Member Experience & Communications Manager is responsible for designing, managing, and continually improving every communication channel that connects Rx Valet with its members.

This executive-level leadership role oversees our AI-powered communication strategy, phone systems, IVR technology, member texting platforms, written communications, customer engagement initiatives, and digital communication technologies.

The Director will ensure that every member interaction reflects the high-touch concierge experience that distinguishes Rx Valet from traditional pharmacy benefit managers.

This role combines customer experience leadership, communications strategy, technology management, artificial intelligence, operational excellence, and analytics to create an industry-leading member experience.

The Director will work closely with Executive Leadership, Operations, Shield PBM, Customer Service, Account Management, Pharmacy Operations, Marketing, and Information Technology to develop innovative communication strategies that improve engagement, increase efficiency, and enhance member satisfaction. We are seeking a dynamic and energetic Member Experience & Communications Manager to lead our organization’s member engagement and communication strategies. This pivotal role involves crafting compelling content, managing media relations, and enhancing member interactions across multiple channels. The ideal candidate will thrive in a fast-paced environment, bringing a passion for storytelling, public relations expertise, and a knack for building meaningful connections with diverse audiences. Your leadership will ensure our messaging is clear, engaging, and aligned with our organizational goals, fostering a vibrant community that feels valued and informed.

Duties

Key Leadership ResponsibilitiesMember Experience Leadership

Own the end-to-end member communication experience across every communication channel, ensuring every interaction is timely, pro...