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1. Twentyeight Health

Twentyeight Health (www.twentyeighthealth.com) is a mission-driven women's health platform that provides telemedicine, medication delivery and care coordination in Spanish and English. Our vision is to address health equity by providing high quality, convenient and affordable women’s health services designed to be inclusive of underserved communities.

Today, we are active in 43 states, and have exciting growth plans. We are rapidly expanding our offerings, and we are backed by some of the best healthcare & consumer investors pioneering digital health including Third Prime, Town Hall Ventures, SteelSky Ventures, RH Capital, Seae Ventures and GingerBread Capital, and more.

You’ll be joining a dynamic, supportive and mission-driven environment. We are a team of doctors, public health experts, designers, engineers and builders across the US committed to changing the face of healthcare, particularly for underserved communities. At Twentyeight Health, we value a diverse workplace and strongly encourage women, BIPOC, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. We are committed to fostering a culture of mutual respect, diversity and inclusion for our employees and customers alike and we can’t wait for you to be a part of it.

2. Role

We are looking for an experienced Retention Manager to join our Customer Experience and Operations team who is excited about our mission and eager to deliver impact while joining a dynamic team. In this role, you will own customer retention KPIs and work cross functionally to ensure customers find value in the services provided and continue to use them. The ideal candidate has a proven track record of managing customer engagement and retention strategies for e-consumer businesses, specifically in a virtual or telemedicine setting. You will be responsible for improving our systems and processes to support the business as it scales.

3. Manager

You will report directly to the Head of Customer Experience & Operations, Marta Paterno, who has been with Twentyeight Health since 2019 as it’s employee #1.

4. Responsibilities

• Own customer retention goals and KPIs (cancelation rate, churn, retention and annual prescription renewal rate)
• Define, track and meet customer engagement and retention goals and use analytical skills to continuously propose solutions to improve
• Own cancelation and retention communication flow
• Work cross functionally with Marketing, Product, Engineering and Operations to implement retention initiatives
• Project manage all retention projects and initiatives across the company
• Lead by example, fostering a customer-centric culture while implementing best practices to deliver outstanding customer retention strategies as we scale

5. Requirements

We are looking for exceptional candidates who have:

• Bachelor's degree in marketing, communications, math or science, analytics, economics, healthcare administration, business management, or a related field preferred
• Proven track-record in customer engagement and retention management, specifically in a e-commerce and/or telemedicine setting
• 3+ years experience in the healthcare industry
• Strong experience working cross functionally with operations, marketing and tech teams to drive effective strategies to improve customer retention
• Strong analytical skills to leverage quantitative insights and drive continual improvement

6. Attributes we look for

• Track record of consistently delivering excellent results in a fast-paced environment
• You can operate independently and have enough experience to set and prioritize your own task load to achieve department level goals
• You anticipate potential challenges and get ahead of them, assessing risk to understand when and how issues should be escalated to gain quick resolution
• Resourceful, hard working, and eager to roll your sleeves up to execute every detail
• Excellent project management skills
• Effective written and verbal communication who can inspire trust and confidence
• Embrace learning and feedback
• Passion for our mission to advance health equity and supporting women

7. Our cultural values

• Our mission is our north star, providing high quality healthcare to underserved women
• We treat people with care, including team members, our users, clinician partners, and pharmacy partners
• We hold ourselves to high standards
• We create an environment where people can show up as their authentic and best selves
• We have a growth mindset fueled by curiosity, openness to feedback, and focus on constant improvement

8. Compensation & Benefits

• Base compensation between $90-120k
• Attractive stock options and bonus package
• Medical, dental, and vision insurance
• Paid 12-week parental leave
• Fertility & family-forming financial assistance
• PTO that increases with tenure
• Access to 401k
• Additional work-from-home support & perks

9. How to apply

Please complete the application form and upload your resume here. Thank you for your interest and we look forward to reviewing your application!