Lifecycle Operations Associate, Patient Engagement - Equip

About Equip

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans.

Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse team that has created Equip’s culture. Recognized by Time as one of the most influential companies of 2023, along with awards from LinkedIn and Lattice, we are grateful to our team for building a sustainable treatment program that has served thousands of patients and families.

About the role

Equip is seeking an organized, detail-oriented Lifecycle Operations Associate to join our Patient Journey Innovation team. In this role, you will serve as the operational backbone for Equip’s digital patient engagement programs, with a primary focus on driving in-treatment patient engagement, retention, and program execution.

Reporting to the Senior Lifecycle Manager, you’ll build, QA, and launch patient engagement programs in Braze (and, increasingly, AI-driven and agentic interaction tools), then dig into the data to learn what’s working. Success here isn’t measured in opens and clicks. It’s measured in whether patients show up to appointments, stay in treatment through critical milestones, and have a better experience with their families along the way.

Responsibilities

• Build, QA, and execute patient engagement programs across email, push, SMS, and in-app messaging in Braze and other agentic applications.
• Set up audience segmentation, triggered journeys, and Liquid personalization with excellent attention to detail and clinical accuracy.
• Track retention and engagement trends using SQL and Mode, especially across the early weeks of treatment, and flag where patients are dropping off.
• Use data to measure program impact and to generate new ideas: spot patterns, form hypotheses, and propose tactics to test.
• Design and analyze experiments (A/B tests, multivariate tests, holdout groups) tied to outcomes: appointment attendance, retention, and patient and family experience.
• Apply behavioral science principles (friction reduction, timing, framing, habit formation) to message and journey design.
• Partner with Clinical, Care Operations, Product, Insights and Marketing to make sure engagement programs reflect clinical best practice and real patient needs.
• Partner with your manager and team members to enhance the end-to-end journey, optimizing the experience across campaigns and not just for one touchpoint.
• Support your manager and team in maintaining an in-treatment content calendar, managing the logistics and creative needs of campaigns.
• Communicate results clearly, with actionable recommendations.

Qualifications

• 2+ years in CRM, engagement operations, analytics, digital health, or a related field.
• Working SQL skills required; Mode or similar BI tools preferred.
• Hands-on experience with a CRM or messaging platform (Braze preferred), or a demonstrated ability to learn one quickly.
• Hands-on experience running multi-channel programs beyond email, including push, SMS, and in-app messaging, ideally at a company with a consumer mobile app in an area related to wellbeing.
• Genuine interest in behavioral science or behavioral design; coursework, projects, or self-study count.
• Comfortable with both quantitative data and qualitative insight about the patient experience.
• Strong ownership and meticulous attention to detail.
• Proactive use of AI tools to accelerate and strengthen work while maintaining taste, judgment, and outcomes responsibility.

Benefits & Perks

• Time Off: Flex PTO policy (3-5 weeks/year recommended) + 11 paid company holidays and generous parental leave.
• Core Benefits: Competitive Medical, Dental, Vision, Life, and AD&D insurance with a significant employer contribution.
• Mental Health: Spring Health (100% employer-paid, includes 5 free therapy and 5 free coaching sessions per year for you and dependents), and an Employee Assistance Program (EAP).
• Healthcare Concierge: HealthJoy platform to help navigate benefits.
• Retirement: 401(k) option.
• Work From Home Perks: $50/month internet stipend, $250/month co-working space stipend, initial WFH equipment stipend up to $500, and a company laptop.