• Own performance across the onboarding and funding funnel, with primary responsibility for improving registration-to-first-deposit conversion, increasing funded users, reducing time-to-first-deposit, and accelerating first trade activity. • Develop and execute lifecycle marketing programs across email, push notifications, in-app messaging, and other owned channels to drive customer activation, funding, engagement, and retention. • Design, launch, and optimize incentive programs including deposit promotions, referral campaigns, activation offers, re-engagement campaigns, and other initiatives that drive profitable customer growth. • Establish and scale a rigorous experimentation program, continuously testing messaging, offers, audience segmentation, timing, channel mix, and customer journeys to improve conversion, retention, and business outcomes. • Analyze customer behavior, funnel performance, cohort trends, and campaign effectiveness to identify growth opportunities and prioritize high-impact initiatives. • Partner with Product and Analytics teams to identify onboarding and funding friction points, influence roadmap prioritization, and improve conversion throughout the customer journey. • Develop customer segmentation strategies and personalized engagement programs that increase repeat deposits, trading activity, customer retention, and customer lifetime value. • Build reporting frameworks and executive-level insights tied to key business metrics including first-time deposits, depositing users, assets on platform, first trades, repeat deposit and trading behavior, retention, and customer lifetime value. • Provide day-to-day leadership, coaching, prioritization, and development support to associate team members, ensuring high-quality execution across lifecycle campaigns and customer engagement programs. • Serve as the marketing owner for activation and retention strategy, influencing cross-functional initiatives that drive sustainable customer and revenue growth.

• Own Canada Core Marketplace lifecycle strategy — develop and execute CRM programs that drive engagement, retention, and resurrection for DoorDash's core Canadian customer base • Build end-to-end campaigns — manage audience segmentation, targeting, creative briefing, QA, launch, and post-campaign reporting within Braze • Design and iterate on customer journeys — build trigger-based and always-on CRM programs that meet customers at key moments in their lifecycle (e.g. onboarding, re-engagement, win-back) • Partner cross-functionally — collaborate with Product, Analytics, Promo Strategy, Creative Studio, and Marketing Ops to deliver cohesive lifecycle programs • Analyze and optimize — review campaign and program performance with analytics partners, identify trends, and translate findings into actionable improvements • Stay current on best practices — bring relevant learnings on lifecycle marketing, retention strategies, and CRM innovation to the broader team

• Lead retention conversations with plan sponsors, advisors, and administrators who have expressed intent to cancel, working to understand the underlying concerns and identify solutions that preserve the relationship with Human Interest while reinforcing the value of Human Interest’s platform and services. • Apply objection-handling, value re-anchoring, retention strategies and pricing levers within defined approval thresholds to secure saves and maintain profitability, managing each case from first contact through resolution. • Execute targeted outreach to customers identified as at-risk by HI's churn model, intervening before cancellation intent is formally expressed. • Identify underlying drivers of churn and collaborate with internal teams including Product, Operations, Compliance, and Support to implement process improvements and platform enhancements that strengthen the customer experience and reduce future churn. • Partner with Customer Account Managers on high-value and relationship-sensitive cases, contributing retention expertise while maintaining case ownership through resolution. • Document customer interactions, save activities, and outcomes in Salesforce to support accurate retention reporting and ongoing strategy development. • Surface recurring patterns in cancellation drivers to the relevant internal teams with structured data to inform systemic improvements. • Other duties as assigned.

Role Description The Intake Specialist supports the full intake cycle for prospective ABA therapy clients, serving as a key point of contact for families, referring providers, and internal departments throughout enrollment. Working under the direction of the Lead Intake Specialist, this role is responsible for capturing and processing new referrals, verifying insurance eligibility, coordinating initial documentation, and supporting authorization workflows to move families from referral to active service as efficiently as possible. The ideal candidate is organized, compassionate, detail-oriented, and comfortable navigating healthcare insurance processes in a high-volume, regulated environment. Qualifications - High school diploma or equivalent required; Associate's or Bachelor's degree in Healthcare Administration, Human Services, Business, or a related field preferred - Minimum 1–2 years of experience in a healthcare intake, patient access, insurance coordination, or administrative support role - Working knowledge of health insurance terminology, including prior authorizations, eligibility verification, EOBs, and Medicaid managed care - Strong organizational skills with the ability to manage multiple active cases simultaneously without sacrificing accuracy - Excellent written and verbal communication skills, with demonstrated ability to communicate sensitively with families navigating healthcare systems - Proficiency in Microsoft Office Suite and/or Google Workspace; comfort learning new intake and tracking systems quickly - Strict adherence to HIPAA regulations and confidentiality standards in all aspects of the role Requirements - Experience in an ABA therapy, behavioral health, or pediatric healthcare intake or patient access environment (preferred) - Familiarity with New York State Medicaid managed care plans, commercial payer prior authorization portals, and ABA-specific authorization requirements (preferred) - Bilingual in English and Spanish — strongly preferred - Experience using electronic health record (EHR) systems, CRM platforms, or intake management software (preferred) - Demonstrated ability to work within structured, process-driven environments with defined performance metrics and turnaround standards (preferred) Benefits - Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth. - Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field. - Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward. - Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards. - Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment. - Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.