Senior Outreach & Activation Lead

About Empathy

Empathy is on a mission to transform the way the world copes with loss. Our digital companion, alongside our compassionate Care Team, guides families through the complexities they face after the loss of a loved one. We're here to simplify the process, provide peace of mind, and support families with both practical and emotional challenges during this difficult time.

About the Team:

The Care Team works alongside our platform to provide the human element of support to families who are dealing with a loved one’s passing. We are a compassionate, self starting, and organized team made up of Outreach Specialists and Care Managers. Our Outreach Specialists specifically work to ensure that all individuals who are eligible get the support that they need and are set up with the Empathy platform. From there, our Care Managers work to thoughtfully guide and support those families with whatever they are facing.

About the Role:

In the Sr. Outreach & Activation Lead position, you’ll own a critical part of our activation funnel, ensuring a high-impact approach to engaging potential users and guiding our Outreach Specialists to connect users with Empathy’s services. This role requires a data-driven, analytical approach to outreach strategies, leveraging insights to optimize efficiency, improve engagement rates, and refine processes. You’ll be instrumental in shaping our outreach approach, enhancing team performance, and making a tangible difference in the lives of those we serve.

Hours: This is a Full-Time role with a start time each day between 8-9 am ET

Key Responsibilities:

Team Leadership and Development:

• Lead and mentor Outreach Specialists, setting clear performance expectations and conducting regular check-ins to drive consistent success in registration, onboarding, and app adoption.
• Continuously assess team dynamics and individual performance, providing constructive feedback and personalized development plans.

Operational Management:

• Track and report on key metrics including registration conversion, onboarding completion, and app adoption. Monitor week-over-week and month-over-month trends, and develop targeted action plans when these metrics fall below established targets.
• Collaborate cross-functionally to align outreach efforts with product, marketing, and business goals.

Data-Driven Performance Management:

• Optimize and reinforce performance metrics, leveraging analytics to continuously refine conversion rates and outreach efficiency.
• Regularly assess performance data and translate insights into actionable strategies.

Process & Systems Innovation:

• Identify bottlenecks and refine outreach processes based on team feedback.
• Implement initiatives to test and refine outreach strategies, experimenting with messaging, timing, and engagement techniques to improve conversion rates.

Training and Quality Assurance:

• Partner with the Training & Development lead to identify training needs and develop team resources.
• Evaluate and refine quality assurance measures to ensure outreach consistency, messaging effectiveness, and sustained user engagement, while upholding Empathy’s care standards.

Product and Service Expertise:

• Maintain deep knowledge of Empathy’s offerings to ensure outreach efforts are compelling and accurate.
• Occasionally engage directly with leads to stay informed on user needs and refine best practices.
• Bridge communication between the Care Manager and Outreach Specialist teams, ensuring that outreach aligns seamlessly with the broader user support experience.

Required:

• Analytical thinker with demonstrated ability to interpret data, identify performance trends, and implement process improvements based on insights.
• Brings 4+ years of experience in high-volume, performance-driven outreach, sales, customer acquisition, or activation roles, with at least 2 years leading teams (and optimizing lead management processes) in a fast-paced, metrics-driven environment.
• Proven ability to lead and inspire a team, with a focus on scaling processes and driving high-impact results.
• Experience optimizing user activation funnels and identifying drop-off points.
• Demonstrated success in testing and implementing strategies to improve conversion at each stage.
• Comfortable in ambiguous environments, proactively improving workflows and team success.
• Exceptional communication skills, with the ability to build trust and rapport in a remote environment.
• A deep sense of empathy and understanding, passionate about supporting families in times of loss.
• Adept at managing multiple priorities and adapting to change.

Preferred:

• Experience in dialer-based roles, call center, phone banking, or lead conversion roles is highly desirable.
• Familiarity with tools like Slack, Zoom, Google Suite, sales/CRM platforms, dialer automation tools, and Zendesk is advantageous.

Compensation

This is a full-time, remote position with an annual On-Target Earnings (OTE) of $75K-$85K, which includes a base salary and performance-based incentives. Compensation is based on experience, performance, and impact. Empathy also offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and more.

Application Process

Interested candidates should submit a resume and a cover letter detailing their qualifications and interest in the role here. Shortlisted candidates will undergo a multi-stage interview process, including discussions with senior leadership and potential team members.

Empathy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.