Fullscript

• Design, develop, test, and maintain internal integrations, tools and solutions that enhance efficiency and streamline operations across Fullscript's technical stack. • Responsible for designing, developing, and maintaining integrations and APIs to facilitate efficient and secure data transfer between systems • Work with business partners to leverage technology and AI to deliver solutions that improve efficiency or customer experience • Build scalable applications to support the growing needs of the business • Review pull requests, mentor, and be an advocate for high-quality code that makes future development faster, easier and better • Take full ownership and responsibility for building, shipping, testing, deploying and maintaining features • Scope and plan projects, working with stakeholders and other developers to implement them • Give input on and own high-level architecture decisions and communicate those decisions

• Own end-to-end lifecycle marketing execution for Labs, including nurture journeys, drip campaigns, webinar campaigns, lifecycle product updates, and multi-channel engagement programs. • Build, deploy, QA, and optimize omni-channel journeys in Iterable across email, SMS, push notifications, and in-app messaging. • Use segmentation, personalization, dynamic content, and handlebar logic to make sure users receive timely, relevant, and accurate communications. • Own and evolve A/B testing, personalization, and optimization roadmaps focused on improving engagement, conversion rates, and customer lifecycle outcomes. • Analyze campaign performance, interpret data, and translate insights into clear recommendations that improve campaign effectiveness. • Scope data events, fields, and campaign requirements in Iterable, partnering with Data Engineering and other stakeholders to make sure the right data is available and usable. • Partner with Labs and Marketing stakeholders to map campaign cadences, identify gaps, challenge assumptions, and recommend better approaches to channel mix, timing, and customer experience.

We're looking for a Senior Content Strategist to support our growing Enterprise business. This is a highly strategic, hands-on role focused on helping Fullscript successfully enter and scale within large conventional healthcare organizations across the United States. You'll be responsible for developing content strategies that support Enterprise growth, accelerate adoption, build trust with healthcare leaders and providers, and ultimately help us achieve product-market fit within a new market segment. This role sits at the intersection of Content Strategy, Product Marketing, Enterprise Growth, and Healthcare Education. We're looking for someone who enjoys building, thrives in ambiguity, and is equally comfortable developing strategy and executing content. What You'll Do Develop Enterprise Content Strategy Define and own a comprehensive content strategy aligned to Enterprise business goals. Identify content gaps across the full Enterprise customer journey. Translate customer, market, and competitive insights into clear content priorities. Establish content roadmaps and prioritization frameworks. Lead Discovery & Research Conduct discovery across Sales, Customer Success, Product, and Leadership teams. Engage directly with customers, prospects, and industry stakeholders. Develop a deep understanding of Enterprise healthcare buyers and provider audiences. Translate research findings into actionable content opportunities. Create High-Impact Content Create and contribute to content assets including:Case studies and customer storiesSales enablement materialsThought leadership contentClinical education contentVideo scripts and narrative briefsEnterprise marketing collateral Partner with internal and external subject matter experts. Leverage AI tools such as Claude to accelerate content creation and execution. Support Revenue & Go-to-Market Outcomes Partner closely with Product Marketing, Sales, Customer Success, Brand, and Growth teams. Develop content that supports demand generation, deal progression, adoption, and customer growth. Continuously evaluate content effectiveness and optimize based on performance. Build Scalable Content Systems Establish content standards, templates, and governance processes. Improve content discoverability and accessibility. Build repeatable systems that support Enterprise growth.

• Design and maintain scalable, reliable infrastructure using AWS (ECS, RDS, and related services) • Build and manage infrastructure as code using Terraform • Develop and optimize CI/CD pipelines to support efficient, secure software delivery • Improve system observability using tools such as Datadog, Sentry, and Coralogix • Enable a seamless developer experience by improving tooling, workflows, and platform usability • Collaborate with engineering teams to support fast, safe, and reliable deployments • Troubleshoot production issues and contribute to system reliability improvements • Document infrastructure and share knowledge to improve long-term maintainability

• Set the roadmap for scaling Design. Define how the Design function grows with Fullscript, including the systems, frameworks, and ways of working that let great design scale across a growing platform. • Build the design operating system. Establish the processes, standards, design rituals, and AI-enabled workflows that raise quality and velocity at the same time, and that make excellence repeatable across every team. • Raise the bar and grow the craft. Define what great design looks like at Fullscript, hold that bar as we move faster, and level up the craft of every designer on the team, owning both the quality of what ships and the growth of the people who ship it. • Own the cross-product experience. Drive experience strategy across product lines, own design governance, and define how products work together so users experience one cohesive ecosystem rather than a set of separate tools. • Lead the craft and the people. Own role expectations, career progression, talent development, collaboration models, and team culture across product lines. • Sit at the table. Operate as a peer-level design leader, challenge assumptions, advocate hard for the customer experience, and influence executives.

• Assess Fullscript’s current WFM processes, tooling, reporting, and operating rhythms, then build a practical plan to mature the function. • Own forecasting and capacity planning across multiple support queues, channels, and workflows, including phone, chat, email, tickets, Tier 1, Tier 2, and operational support teams. • Turn data from CRMs, WFM tools, and support platforms into staffing recommendations, hiring plans, training timelines, schedules, and coverage strategies. • Build staffing models that account for contact volume, order volume, handle time, shrinkage, PTO, training, ramp time, service levels, occupancy, wait times, and abandonment risk. • Partner with Support, Finance, Recruiting, Training, Product, Data, and operational leaders to align staffing plans with business priorities and customer experience goals. • Design and improve scheduling practices across shifts, PTO/vacation planning, training blocks, offline work, and intraday coverage needs. • Establish intraday management processes, including queue monitoring, reforecasting, staffing adjustments, escalation paths, and real-time decision-making. • Evaluate and improve routing strategies across phone, chat, email, and ticket queues, including skill-based routing, queue prioritization, load balancing, and dynamic staffing allocation. • Build dashboards, documentation, and operating cadences that make WFM planning more consistent, visible, and trusted. • Use data to influence decisions, defend recommendations, and clearly explain the operational impact when recommendations are delayed or not approved.

• Design and implement cloud security controls across AWS and Google Cloud, including multi-account architecture, network segmentation, data protection, and secure-by-default infrastructure patterns. • Build reusable Terraform modules, reference architectures, policy-as-code guardrails, and self-service tooling that make secure implementation easier for engineering teams. • Operate and tune CSPM/CNAPP tooling to identify misconfigurations, exposures, toxic combinations, and coverage gaps across Fullscript’s cloud environments. • Drive remediation of cloud vulnerabilities and misconfigurations, balancing risk, engineering effort, customer impact, and business priorities. • Strengthen IAM, secrets management, key rotation, cloud credentials, machine identities, and just-in-time access patterns across cloud and SaaS environments. • Embed security into CI/CD pipelines through IaC scanning, container image scanning, SBOM generation, artifact protection, and software supply chain controls. • Partner with the SOC and engineering teams on cloud-native detections, logging, runbooks, incident response, post-incident learning, and secure AI/ML workload patterns.

• Lead the design and implementation of security solutions across Fullscript's applications, platforms, and AI-powered systems. • Partner with engineering teams to embed security throughout the software development lifecycle, including architecture reviews, threat modeling, secure coding practices, and design reviews. • Drive application security, product security, and vulnerability management initiatives from concept through implementation. • Own complex security challenges that span multiple teams, balancing technical requirements, business priorities, and engineering constraints to deliver scalable solutions. • Mentor engineers and security practitioners, raising the bar for secure software development and helping teams make sound security decisions. • Influence technical strategy and security standards through hands-on engineering, technical leadership, and cross-functional collaboration. • Stay ahead of emerging threats, security technologies, and AI-specific risks to help shape Fullscript's long-term security posture.

• Serve as the primary escalation point for IT Admins I and II, tackling the most complex hardware, software, and OS issues across macOS and Windows. • Act as the primary administrator for core platforms (e.g., Jamf Pro, Intune, or Okta), ensuring they are configured according to industry best practices and security standards. • Lead small-to-medium IT initiatives, such as software rollouts, security remediations, or office expansions, from planning through to execution. • Identify inefficiencies in onboarding, offboarding, and support workflows; design and implement improvements to increase team velocity. • Partner with the Security team on initiatives such as endpoint compliance enforcement, disk encryption management, and vulnerability patching schedules execution. • Author high-quality internal "Runbooks" for the IT team and clear "How-to" guides for employees. • Provide technical guidance and "over-the-shoulder" coaching to junior admins to help level up the entire team’s technical capabilities. • Interface with third-party vendors for procurement, support escalation, and software renewals.

• Partner with Product and Engineering on new features, architecture, and user flows to ensure privacy-by-design is integrated before launch, not retrofitted after. • Lead privacy review of AI features and AI vendors, including model training restrictions, PHI usage controls, transparency disclosures, and pre-launch governance checkpoints. • Support clinical research, outcomes tracking, and de-identification workflows so that secondary uses of data are governed under documented standards. • Triage and respond to fast-moving product and commercial requests with calibrated, written guidance. • Own day-to-day execution of core privacy operations alongside the Senior Director of Compliance, with the ability to operate independently on assigned workstreams. • Operate Fullscript’s OneTrust environment for vendor reviews, data mapping, PIAs, consumer rights requests, and reporting, including configuration of new workflows as the program scales. • Lead privacy incident response activities, including intake, triage, coordination with cross-functional stakeholders, documentation, and tracking remediation efforts through resolution. • Build trusted working relationships with stakeholders across the business so that privacy is engaged early on new initiatives rather than at the end. • Translate HIPAA, PIPEDA, Quebec Law 25, CPRA, and other applicable US state privacy laws into plain-language guidance, playbooks, and training materials the business can use without further interpretation. • Maintain ongoing monitoring of Fullscript’s privacy posture, surface emerging risk areas to the Senior Director of Compliance.