CRM Operations Associate / Sr. Associate

About the Role HealthTap is looking for a CRM Operations Associate / Manager to run day-to-day campaign execution across our patient and doctor engagement platforms, including HubSpot, OneSignal (push, SMS, and in-app), and direct mail. Reporting to the VP of Patient Engagement, this person will set up, QA, launch, monitor, and troubleshoot both triggered and scheduled outreach. The role is highly hands-on and requires strong attention to detail, technical curiosity, and comfort working with data, campaign logic, and multiple systems. Responsibilities Set up campaigns end to end in HubSpot and OneSignal from an approved brief, including HubSpot workflows and campaign journeys and OneSignal templates.Build audience segments in HubSpot and OneSignal with accurate inclusion and exclusion logic, including consent, opt-out, and do-not-contact suppression, grounded in HealthTap’s HubSpot data schema and properties.Build and edit email templates in HubSpot, including hands-on HTML work.Run pre-launch QA against the campaign launch checklist and complete post-launch checks to confirm every send behaves as expected.Manage send-volume spikes by spreading sends across multiple days to protect email and SMS deliverability.Run contact and partner member imports in HubSpot following the import SOP, including match keys, E.164 phone formatting, duplicate checks, and post-import verification.Review HubSpot workflows, campaigns, and OneSignal sends weekly for errors and delivery failures; triage issues and document them for engineering.Develop and monitor deliverability reports and dashboards to track campaign performance.Build HubSpot reports and campaign dashboards for sends, engagement, and conversion for the Patient Engagement team.Share campaign insights and recommendations for ongoing campaign optimization.Maintain HubSpot workflow logic, including testing changes in the sandbox portal before moving them to production.Write clear Jira tickets for engineering and QA, including steps to reproduce, actual vs. expected results, and linked segments, and verify fixes once they ship.Keep campaign documentation, naming conventions, and QA checklists current.Monitor OneSignal volume against contracted limits and flag potential overages to the Patient Engagement Lead before campaign sends.Own audience and reconciliation querying and troubleshooting, including checking HubSpot counts against the source databaseTake on deliverability monitoring and reporting as a dedicated responsibilityHelp maintain and evolve the HubSpot data schema and property hygieneHelp own consent and suppression syncing across Zendesk, HubSpot and OneSignal Qualifications, Must - Haves Hands-on HubSpot experience or Hubspot certification: workflows, lists, segmentation logic, and email buildsSMS compliance familiarity (TCPA, opt-out keywords, 10DLC registration)Hands-on experience sending push or SMS through a platform like OneSignal, Braze or IterableMeticulous, checklist-driven approach to QA: someone who genuinely enjoys being in the detailsTechnical mindset with a solid grasp of data structure and segment logic (technical degree preferred)Self-starter with strong troubleshooting instincts: researches their own answers first, digs into unfamiliar tools or issues, and comes back with 'here's what I found and what I'd do'Comfortable working under strict HIPAA/PHI handling rules and becoming a subject matter expertPassionate about creating frictionless patient experiencesAbility to work with tight deadlines and turnaround times as new business needs come upAble to work US business hours, EST preferred Qualifications, Good - Haves B2C or direct to consumer experience in health care is most idealOptional: Working HTML/CSS for email: comfortable reading and editing template code by handSMS compliance familiarity (TCPA, opt-out keywords, 10DLC registration)Prior work in a regulated or compliance-heavy environmentExperience using AI assistants like Claude/Gemini/ChatGPT to draft, build and QA work, and the judgment to check what they produce Compensation & Benefits Base Salary: $55,000 - $75,000 annual. Pay varies by work location and may also depend on job-related knowledge, skills, and experienceBonus: Eligible for performance bonus, based on achievement of personal and company level performance metrics.Current Benefits:Health InsuranceMedical: United Healthcare (Nationally) OR Kaiser (CA & CO Only) Dental & Vision: CignaMonthly employee premiums 100% paid by HealthTap; dependent premiums 75% paid by HealthTapFlexible Spending Accounts (FSA & Dependent Care Assistance Program - DCAP)401k accountsUnlimited paid time-offEleven paid annual holidaysFully remote work & flexible work practicesFree HealthTap subscription 100% covered for you and any dependents , with only $1 visit copays for virtual primary and urgent care visit!Short- and long-term disability insuranceLife insuranceGym membership reimbursement up to $99/month Working at HealthTap We believe everyone deserves easy, affordable health care. We believe in the long-term doctor-patient relationship. When patients have a doctor who really understands and keeps up with their health, the doctor can help their patients live longer, happier lives.We have built the world's most advanced digital health platform that empowers doctors to provide the best virtual care possible, and supports their continued professional advancement.We're proud of our team of genuine, mission-driven, kind-hearted builders and caretakers.We are focused on providing great, patient-centered healthcare.We strive to provide user-friendly services and software for both patients and doctors.Our company operates virtually. Our headquarters is in Sunnyvale, California, and we have a distributed workforce. HealthTap is a nationwide virtual primary care physician practice focused on expanding the reach and accessibility of primary care across America. We partner with health plans, DME suppliers, health systems, care-delivery organizations, and employers to provide cost-effective, quality virtual primary care in all 50 states with fee-for-service or value-based care arrangements. Our proprietary and engaging platform integrates seamlessly into existing workflows, EMRs, and care channels. Patients served can choose and see the same doctor over time as well as enjoy same day/week appointments, fast doctor responses by text from their dedicated doctor, and 365-day urgent care. For more info, visit www.healthtap.com. HealthTap is an Equal Opportunity Employer. We provide equal employment opportunity to all qualified applicants and employees and prohibit discrimination and harassment of any type, with regards to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws. Please see our HealthTap Recruitment Fraud Warning