Hey Nouri is building a new standard of care for children and families living with obesity. We combine pediatric medical care, registered dietitian support, labs, behavioral interventions, and medication when appropriate into one ongoing care experience.

We’re looking for someone to own the patient journey from the moment a family signs up through becoming a long-term, highly engaged Hey Nouri family.

This is not a traditional customer support role. It sits at the intersection of growth marketing, product, patient experience, and operations.

You’ll own the question: How do we get more families successfully started, make their first weeks exceptional, and keep them engaged over time?

Onboarding & activation: Own the end-to-end experience between signup and a family becoming an activated patient. You’ll identify where families get stuck, redesign onboarding flows, improve messaging and follow-up, and personally call patients when that’s the fastest way to understand or solve a problem. You’ll obsess over metrics like signup → intake completion → first appointment → first meaningful care interaction.

Retention & engagement Own patient retention and engagement across the lifecycle.

Understand why families disengage, cancel, miss appointments, or stop responding—and build interventions to prevent it. Develop lifecycle journeys across SMS, email, phone, in-product experiences, and the care team. Test everything from better first-week experiences to win-back campaigns and milestone celebrations.

Patient experience Become one of the people at Hey Nouri who understands our families best.

Talk to patients every week. Listen to what frustrates them, what makes them stay, and what makes them tell another parent about Hey Nouri. Turn those insights into changes across product, marketing, clinical operations, and service delivery.

When something in the patient journey is broken, you won’t just flag it—you’ll help fix it.

Experimentation & growth Treat the patient journey like a growth funnel. Build hypotheses, run experiments, analyze results, and scale what works. Partner closely with Growth and Product to ensure the experience after acquisition is as thoughtfully optimized as the experience before signup.

Examples might include redesigning onboarding, testing different welcome calls, changing appointment reminders, creating parent education sequences, or developing new re-engagement campaigns.

Who we’re looking for

You have 3–6 years of experience in some combination of consumer health, digital health, growth/lifecycle marketing, product, customer experience, or high-touch consumer operations.

More importantly, you have demonstrated that you can own a metric and move it.

You might have been a lifecycle marketer who became obsessed with the product experience, a product manager who loves talking to users, or an early-stage operator who has done a little bit of everything.

You should be:

• Commercial and analytical. You naturally think in funnels, cohorts, conversion rates, retention curves, and experiments.
• Exceptional with people. You can call a frustrated parent, listen carefully, build trust, and figure out what is actually going wrong.
• Product-minded. You don’t accept a broken process as something operations simply has to work around.
• A strong communicator. You can write an excellent SMS, explain something complicated simply, and communicate naturally with parents.
• Hands-on. You’ll design the process and make the patient calls yourself—especially while figuring out what works.
• Fast and resourceful. You’d rather test something this week than spend a month creating a presentation about it.
• Deeply empathetic without losing sight of outcomes. You’ll advocate for families while understanding that engagement and retention are critical to both better health outcomes and building a great business.

Experience in healthcare is helpful, particularly consumer or digital health, but it isn’t mandatory. Experience owning activation, lifecycle engagement, retention, or a consumer funnel is more important.

What success looks like

Within your first year, you will have materially improved the percentage of families who successfully start care, reduced early patient drop-off, increased long-term retention and engagement, and built a systematic patient-feedback engine that influences how Hey Nouri builds its product and delivers care. Most importantly, you’ll make sure that as Hey Nouri grows, families don’t feel like they’re interacting with a healthcare machine—they feel like someone is paying attention.