Teams at OneImaging

Owns the Member Services knowledge base and end-to-end member journey documentation. Establishes knowledge governance, taxonomy, review cycles, and health reporting; maps cross-functional processes and policies; partners with business and product teams to identify operational pain points and product opportunities; and ensures product changes are reflected across member-facing documentation. The role requires influencing stakeholders without direct reports and supporting both human and AI-enabled service tools.

Own and scale Customer Success operations by improving Salesforce CRM management, customer lifecycle visibility, playbooks, workflows, reporting, onboarding, training, and operating rhythms. Develop scalable processes for implementation, customer health, renewals, expansions, and business reviews. Lead incentive structures, automate manual workflows, maintain knowledge resources, and drive cross-functional operational projects across Customer Success, Implementation, Product, Sales, Marketing, and Operations.

Executes and coordinates multi-channel member marketing campaigns across email, SMS, landing pages, and direct mail. Manages campaign QA, vendor and event logistics, marketing intake, experiment pipelines, customer launch checklists, content updates, reporting, and automation handoffs. Works cross-functionally with Customer Success, Member Services, Product, creative partners, and external print and mail vendors to deliver timely, accurate, brand-aligned communications.