Senior Outreach & Team Activation Lead, Empathy

• Analytical thinker with demonstrated ability to interpret data, identify performance trends, and implement process improvements based on insights
• Brings 4+ years of experience in high-volume, performance-driven outreach, sales, customer acquisition, or activation roles, with at least 2 years leading teams (and optimizing lead management processes) in a fast-paced, metrics-driven environment
• Proven ability to lead and inspire a team, with a focus on scaling processes and driving high-impact results
• Experience optimizing user activation funnels and identifying drop-off points
• Demonstrated success in testing and implementing strategies to improve conversion at each stage
• Comfortable in ambiguous environments, proactively improving workflows and team success
• Exceptional communication skills, with the ability to build trust and rapport in a remote environment
• A deep sense of empathy and understanding, passionate about supporting families in times of loss
• Adept at managing multiple priorities and adapting to change

Desirable

• In the Sr Outreach & Activation Lead position, you’ll own a critical part of our activation funnel, ensuring a high-impact approach to engaging potential users and guiding our Outreach Specialists to connect users with Empathy’s services
• This role requires a data-driven, analytical approach to outreach strategies, leveraging insights to optimize efficiency, improve engagement rates, and refine processes
• You’ll be instrumental in shaping our outreach approach, enhancing team performance, and making a tangible difference in the lives of those we serve.
• Lead and mentor Outreach Specialists, setting clear performance expectations and conducting regular check-ins to drive consistent success in registration, onboarding, and app adoption
• Continuously assess team dynamics and individual performance, providing constructive feedback and personalized development plans
• Track and report on key metrics including registration conversion, onboarding completion, and app adoption. Monitor week-over-week and month-over-month trends, and develop targeted action plans when these metrics fall below established targets
• Collaborate cross-functionally to align outreach efforts with product, marketing, and business goals
• Optimize and reinforce performance metrics, leveraging analytics to continuously refine conversion rates and outreach efficiency
• Regularly assess performance data and translate insights into actionable strategies
• Identify bottlenecks and refine outreach processes based on team feedback
• Implement initiatives to test and refine outreach strategies, experimenting with messaging, timing, and engagement techniques to improve conversion rates
• Partner with the Training & Development lead to identify training needs and develop team resources
• Evaluate and refine quality assurance measures to ensure outreach consistency, messaging effectiveness, and sustained user engagement, while upholding Empathy’s care standards
• Maintain deep knowledge of Empathy’s offerings to ensure outreach efforts are compelling and accurate
• Occasionally engage directly with leads to stay informed on user needs and refine best practices
• Bridge communication between the Care Manager and Outreach Specialist teams, ensuring that outreach aligns seamlessly with the broader user support experience

• Shortlisted candidates will undergo a multi-stage interview process, including discussions with senior leadership and potential team members