Concierge Engagement & Marketing Manager

Sword Health is on a mission to free two billion people from pain.

With 67% of members achieving a pain-free life and a 70% reduction in surgery intent, at Sword, we are using AI Care to change lives, and save millions for our 25,000+ enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $400 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.

Recognized as a Forbes Best Startup Employer in 2025, this award highlights our focus on being a destination for the best and brightest talent. Not only have we experienced unprecedented growth since our market debut in 2020, but we’ve also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $4 billion, we are in a phase of hyper growth and expansion, and we’re looking for individuals with passion, commitment, and energy to help us scale our global impact.

Joining Sword means committing to a set of core values, chief amongst them to “do it for the patients” every day, and to always “deliver more than expected” on behalf of our members and clients.

This is an opportunity for you to make a significant difference on a massive scale as you work alongside 1000+ (and growing!) talented colleagues, spanning three continents. Your charge? To help us build a pain-free world, powered by AI, enhanced by people — accessible to all.

About Sword Predict

Sword Health Predict is an AI-powered system that identifies members at high risk for needing costly musculoskeletal (MSK) or pelvic surgery. By analyzing data like social determinants of health, clinical indicators, and claims, Predict detects these individuals early, sometimes months before a surgery decision, and connects them with digital physical therapy and human support to avoid unnecessary procedures and reduce overall healthcare costs.

The Role

Mission

Own and execute Sword Predict's multi-channel outreach strategy end-to-end. You'll be a campaign creation machine, rapidly testing and iterating across email, SMS, direct mail, and AI-powered conversations to drive member engagement with our core products. This role demands both strategic thinking and hands-on execution - you'll conceive campaigns and implement them yourself, leveraging both AI tools and traditional marketing tactics to maximize conversions.

Why This Role Exists

Predict identifies thousands of high-risk members who need our help. We need someone who can build, test, and scale personalized outreach campaigns across every channel - someone who thrives on experimentation, owns outcomes completely, and can move fast while maintaining quality. You'll be responsible for convincing members to choose Sword's products over traditional healthcare options.

What You'll Own

• Campaign Creation & Execution (40%)
• Product Marketing & Positioning (30%)
• AI-Powered Outreach (20%)

Campaign Creation & Execution

• Design and launch multi-touch campaigns across email, direct mail, SMS, and other owned channels for all Sword products (Thrive, Bloom, Move, Mind)
• Run rapid experimentation cycles: DM tests, email A/B tests, SMS variations, new channel pilots
• Write compelling copy that converts - from subject lines to full email sequences to landing pagesBuild campaign assets directly: HTML emails, Jinja templates, journey workflows in marketing automation platforms
• Coordinate with CSMs and partners to align messaging and manage client-specific requirements

Product Marketing & Positioning

• Develop deep expertise in all Sword products to create persuasive campaigns that differentiate us from traditional healthcare
• Create segment-specific messaging that resonates with different member populations and risk profiles
• Build reusable content libraries: email templates, SMS snippets, value propositions for each product
• Partner with Product team to translate features into member benefits

AI-Powered Outreach

• Optimize AI concierge conversations through prompt engineering and conversation flow design
• Establish voice and tone guidelines for AI-generated content across channels
• QA and refine AI outputs to ensure brand consistency and compliance
• Build evaluation frameworks to measure AI vs. human-generated content performance

Analytics & Optimization (10%)

• Own the full funnel: track opens → clicks → calls booked → enrollments → first sessions → sustained engagement
• Instrument every campaign with proper tracking and attribution
• Analyze performance weekly and iterate based on data - kill what doesn't work, double down on what does
• Report on ROI and campaign effectiveness to leadership

Day-to-Day Responsibilities

• Your typical week might include:
• Monday: Analyzing weekend campaign performance, proposing 3 new email tests for the week
• Tuesday: Writing HTML for new email templates, setting up A/B tests in Iterable
• Wednesday: Meeting with CS and enrollment strategist team to align on messaging, reviewing AI agent conversation logs for optimization opportunities
• Thursday: Building a new SMS journey for prior authorization members, updating DM test creative
• Friday: Creating next week's campaign calendar, documenting winning tests for the content library

You'll regularly:

• Ship 3-5 new campaign tests per week across channels
• Write and deploy email campaigns, SMS sequences, and direct mail tests
• Build and maintain HTML/CSS email templates and Jinja personalization logic
• Coordinate with concierge team to align human and AI outreach efforts
• Troubleshoot technical issues in marketing automation platforms
• Present campaign results and recommendations to stakeholders

What Success Looks Like:

• 30 Days:
• Shipped your first 5 campaign tests across at least 2 channels
• Documented current state of all active campaigns and identified optimization opportunities
• Built relationships with Growth Product, Data, and Engineering teams
• Created your first product-specific email sequence

• 60 Days:
• Running 10+ concurrent experiments across email, SMS, and DM
• Established testing framework and reporting dashboard
• Launched at least one new lifecycle journey from scratch
• Demonstrated measurable lift in at least one key metric

• 90 Days:
• Built comprehensive content library with proven templates for each product
• Achieved 20%+ improvement in enrollment conversion rate through testing
• Established yourself as the go-to expert for all things outreach
• Created scalable processes for rapid campaign deployment

Required Experience:

• 3-7 years in growth, lifecycle, or performance marketing with proven ability to drive conversion metrics
• Hands-on campaign execution experience - you've personally built and deployed campaigns, not just strategized them
• Multi-channel expertise: Email, SMS, direct mail, and ideally some experience with conversational/chat interfaces
• Technical comfort: HTML/CSS for emails, basic understanding of APIs and data flows, marketing automation platforms
• Data-driven mindset: You live in spreadsheets and dashboards, constantly forming and testing hypotheses. Familiarity with Looker or similar tools is critical
• Exceptional writing skills: You can write copy that converts across different formats and audiences
• Proven track record of scaling outreach programs to 10k+ contacts/month while maintaining quality

Required Skills & Attributes:

• Builder mentality: You'd rather ship an imperfect test today than a perfect campaign next month
• Systems thinker: You see patterns and create repeatable processes from chaos
• Extreme ownership: You don't wait for others - if something needs doing, you figure it out
• Cross-functional collaboration: You work effectively with Product, Engineering, Data, and Operations teams
• Comfortable with ambiguity: You thrive in fast-moving environments where priorities shift

What We'd Love to See:

• Healthcare or digital health marketing experience
• Experience with Iterable, Braze, or similar marketing automation platforms
• Familiarity with LLM tools (GPT, Claude) and prompt engineering
• Basic SQL or data analysis skills
• Experience with compliance requirements in regulated industries
• Track record of building marketing operations from scratch
• Comfort with structured content formats (YAML, JSON)
• Experience with A/B testing tools and statistical significance
• Familiarity with customer data platforms and segmentation
• Knowledge of email deliverability best practices

These compensation bands are just the starting point. Once someone joins and proves they’re outlier talent, we adjust quickly to ensure their compensation aligns with their impact.

Our job titles may span more than one career level. Actual pay is determined by skills, qualifications, experience, location, market demand, and other factors. Compensation details listed in this posting reflect the base salary and any potential variable, bonus or sales incentives, and the Company’s estimation of the value of private company stock options, if applicable. The pay range is subject to change, future value of company stock options is not guaranteed, and compensation may be modified in the future. In addition to our total compensation, Sword offers a number of benefits as listed below.

You'll join a small, ambitious team where everyone contributes ideas AND executes them. We move fast, test constantly, and aren't afraid to fail. We're data-obsessed but maintain empathy for our members who are dealing with real pain.

This is not a role where you'll delegate execution to others - you'll be hands-on every day, building campaigns yourself while also thinking strategically about our overall approach. If you want to make a massive impact on people's lives while building cutting-edge marketing programs that blend AI with human touch, this role is for you.

US - Sword Benefits & Perks:

• Comprehensive health, dental and vision insurance*
• Equity shares*
• Discretionary PTO plan*
• Parental leave*
• 401(k)
• Flexible working hours
• Remote-first company
• Paid company holidays
• Free digital therapist for you and your family

*Eligibility: Full-time employees regularly working 25+ hours per week

Portugal - Sword Benefits & Perks:

• Health, dental and vision insurance
• Meal allowance
• Equity shares
• Remote work allowance
• Flexible working hours
• Work from home
• Discretionary vacation
• Snacks and beverages
• English class

*US Applicants Only: Applicants must have a legal right to work in the United States, and immigration or work visa sponsorship will not be provided.

*Please note that this position does not offer relocation assistance. If in Portugal, candidates must possess a valid EU visa and be based in Portugal.

Sword Health complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status.