Capability Manager

About the Opportunity

The organization operates in the healthcare industry, focusing on improving health outcomes by connecting individuals with care, pharmacy benefits, data, and resources. It addresses challenges related to health equity and aims to enhance the health system's effectiveness on a large scale.

The CAPABILITY MANAGER will lead the development and execution of a Customer Communications Center of Excellence, responsible for implementing and managing a scalable omni‑channel customer communications platform. This role ensures flawless communication execution across multiple business lines, directly impacting the delivery and quality of consumer communications.

Responsibilities

• Develop and support the Customer Communications/Document Composition Center of Excellence, including platform requirements, operating model, and team development.
• Serve as technical subject matter expert for the customer communications management (CCM) platform.
• Define and implement the CCM roadmap over a 2‑4 year horizon.
• Collaborate with marketing, IT, and other stakeholders to deliver a scalable, cost‑effective CCM platform.
• Track and report on quality measures related to communication accuracy and timeliness.
• Monitor performance and identify improvements in CCM lifecycle processes.
• Partner with internal and external teams to maintain and optimize the CCM platform and communication deliverables.

Requirements

• Minimum 3 years of experience with customer communication management software/platforms.
• 3+ years implementing and maintaining CCM platforms, specifically Quadient Inspire.
• Experience developing capability documentation, standards, playbooks, and training materials.
• Proven track record leading capability enablement efforts including training and user support.

Pay

Salary range from $91,700 to $163,700 annually based on full‑time employment.

Benefits

• 401(k)