Analyst, Omnichannel Program Operations

The Analyst, Omnichannel Program Operations builds and manages Short Message Service (SMS) and email programs using Adobe Campaign, Twilio, and proprietary software systems. This role learns the technical implementations and database structures supporting our systems and helps to execute project plans with many internal and external collaborators. Supports Program Management, Business Development, Finance, and IT as well as clients and vendors.

• Build bulk SMS and email programs in Adobe Campaign and Twilio to deliver information to patients and healthcare providers legally and according to contract.  Works with team leadership to address complicated program designs and collaborate on future program expansion possibilities.
• Supports documenting departmental standards by working with leadership and other team members to ensure checklists, project plan templates, and other materials are kept current.
• Work with IT to create and validate critical reporting for Finance and clients.  Ensure timely delivery and support necessary follow-up communications verbally and in writing.          
• As the technical SME monitor database, system, and program performance using SQL and other tools to detect concerns proactively.  Address issues quickly to ensure minimal impact and work closely with vendors and IT, as necessary.
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Additional Job Responsibilities

• Trouble-shoot email and SMS campaigns by applying HTML and other experience/skills as needed.

• Bachelors degree or equivalent experience. 
• 2+ years working with messaging campaigns (SMS, Email, EHR, or Pharmacy)
• 2+ years working with client-driven campaigns in similar capacity
• 2+ years working in Adobe Campaign, Twilio, or similar admin site for campaign setups
• Basic understanding of SMS and email deliverability concepts
• Understands concepts behind databases, technical connections, and systems to ensure seamless delivery of programs
• Able to review reports and gain insights from them
• Knowledge of standard project management and quality review processes
• Able to write or edit SQL queries to pull and compare data
• Basic JSON and/or HTML skills
• Excellent communicator, verbally and in writing
• Basic Excel skills
• Healthcare or pharmaceutical industry experience preferred