Digital Engagement Specialist

The Role:

Torticity is seeking a skilled Digital Engagement Manager to shape the way claimants navigate their legal journey. You will be responsible for designing and implementing strategies, processes, and introducing the right set of technologies to enhance the overall claimant journey for individuals seeking justice in mass tort and personal injury cases. As a successful Digital Engagement Manager, you will seamlessly blend strategic vision with hands-on technical oversight, ensuring an exceptional and consistent claimant experience across all digital touchpoints. Your leadership will ensure that claimants receive the support and guidance they need, while also contributing to the success of our law firm partners.

Role Responsibilities Include:

• Develop, schedule, and optimize an end-to-end digital engagement journey positioned for maximum claimant retention and engagement rates across various litigations utilizing Iterable, SendGrid, and other relevant digital systems and platforms
• Oversee and manage all aspects of the claimant journey, ensuring for a comprehensive omnichannel claimant experience across phone, email, and SMS platforms
• Act as a business stakeholder while working closely with our product team to align claimant portal feature development and prioritization of releases, while balancing external value creation and internal business needs for scaled efficiencies
• Prepare and present regular reports on digital engagement performance, technical operations, and strategic initiatives to senior leadership
• Implement digital outreach strategies for effective bulk claimant communication
• Utilize analytics tools to measure content performance and report on the performance and success of claimant engagement strategies
• Identify trends and opportunities for improvement, while optimizing the claimant engagement and retention rates
• Collaborate closely with internal teams, including operations, technology, product, legal, and client services to align claimant engagement initiatives with the overall business objectives
• Foster a culture of continuous improvement by regularly evaluating processes, gathering feedback, and implementing enhancements to claimant services
• Ensure that all engagement strategies and activities are HIPPA compliant and maintain the highest standards of data security and privacy

Preferred Skills:

• Minimum of 3-5 years of experience in managing and overseeing customer or user engagement, ideally within the legal or technology sector
• Proven experience in designing and implementing end-to-end user engagement journeys
• Excellent understanding of digital outreach channels, including email and SMS communication
• Experience with creating and analyzing marketing email drip campaigns utilizing Iterable, SendGrid, and other relevant digital systems and platforms
• Strong understanding of TCPA, CAN-SPAM, and CCPA regulations and their implications for digital communication campaigns, ensuring compliance in SMS, email, and other outreach efforts
• Excellent project management skills with experience in agile or similar methodologies
• Knowledge of business process analysis and design techniques, including the use of modeling and collaborative tools
• Strong understanding of digital management and digital marketing strategies. Flexible, enthusiastic and proactive approach to work
• Naturally curious with a demonstrated initiative to lead and own projects from start to finish
• Prior experience in the legal industry or familiarity with Mass Tort Litigation is a plus
• Bachelor’s degree in business administration, marketing, communications, or a related field

About Us:

Torticity is a growing technology-enabled provider of outsourced services for the legal industry, focused on the large and growing mass tort sector. Our Company offers a full spectrum of services designed to meet our customers’ needs and streamline their success. Our committed team strives to help those who have suffered injuries to receive fair and equitable compensation for their damages. Our team is a compassionate, diverse, group of people who are incredibly engaged and focused on our mission.

The company offers a competitive benefits package plus a flexible PTO plan to our employees. We have a great work environment (both remote and in-person) in a fast-paced industry. We are seeking an individual who is willing and able to be flexible and take on various roles to help move the business forward.

We are an equal opportunity employer and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

Job Type: Full-time permanent role
Date Posted: February 2025