Technical Product Associate, Lifecycle

About Us At Sleep Doctor, we’re helping millions get a full night's rest. As the most trusted name in sleep health, we make better sleep possible with proven support, clear answers, and hands-on care that fits real life. Across our brands—Northwind Robotics.com, SleepFoundation.org, and SleepApnea.org—we combine clinical expertise with consumer-first experiences to help people understand their sleep, tackle real challenges, and wake up to healthier, more energized lives. If you’re passionate about making better sleep possible—and want to help reshape the future of sleep care—we’d love to meet you. About the Role Every interaction a patient has with Sleep Doctor generates data. Some events are straightforward, such as scheduling a consultation or purchasing therapy. Others, such as abandoning checkout, becoming inactive, or falling behind on therapy, create opportunities for timely outreach. The Technical Product Associate, Lifecycle is responsible for the product, systems, and data that power lifecycle marketing. This role works closely with Product, Marketing, Engineering, and Data to ensure customer data is accurate, available in Customer.io, and supports personalized lifecycle communications across email, SMS, and other channels. This role sits within the Product organization and reports to the Care Journey Product Manager. Marketing owns campaign strategy, creative, campaign configuration, and execution. The Technical Product Associate owns the systems, integrations, customer data, and lifecycle capabilities that enable those campaigns, partnering closely with Marketing, Engineering, and Data to continuously improve the customer experience. Success in this role means that lifecycle campaigns launch quickly, customer data is reliable, and the right message reaches the right customer at the right time. What You'll Do Understand the Systems Learn the stack: Become familiar with every system that supports the customer and patient journey, including Shopify, Zoho CRM, Canvas Medical, NikoHealth, Customer.io, billing systems, and supporting integrations. Become the Customer.io expert: Understand the data Customer.io requires, how that data is delivered, and where improvements are needed. Map the customer journey: Document the complete customer lifecycle from first interaction through consultation, purchase, fulfillment, renewal, and re-engagement. Identify what data exists at each stage and where it resides. Document system architecture, lifecycle journeys, integration points, and data definitions. Identify Triggers & Data Points Identify customer events: Define the customer events that should trigger lifecycle communications, including cart abandonment, consultation scheduling, therapy shipment, prescription expiration, and adherence milestones. Write requirements and maintain documentation: Document audience definitions, timing, required data, business rules, and priority for each lifecycle trigger. Keep lifecycle journeys and trigger documentation current as new experiences are introduced. Make the Data Available in Customer.io Own data availability: Ensure lifecycle triggers are supported by accurate and complete data within Customer.io. Configure integrations and data flows: Configure APIs, webhooks, and existing integrations when the work can be completed without Engineering support. Partner with Engineering when needed: Define requirements for new pipelines or integrations and work with Engineering and Data to implement and validate them. Monitor data quality: Regularly audit lifecycle events and customer attributes to ensure data accuracy and reliability. Troubleshoot integrations: Investigate missing events, broken data flows, and synchronization issues across systems, and resolve them independently whenever possible. Partner with Marketing Design lifecycle capabilities: Define the customer events, audiences, data requirements, and technical specifications that enable Marketing to build lifecycle campaigns. Translate across teams: Help Marketing understand system capabilities and help Engineering understand lifecycle requirements. Support quality assurance: Validate audiences, timing, and customer data before new lifecycle campaigns are launched. Measure and Improve Performance Own lifecycle metrics: Monitor core Care Journey throughput. Identify opportunities for improvement: Work with Marketing to evaluate segmentation, timing, frequency, and channel performance using campaign results and funnel metrics. Evaluate lifecycle experiments and recommend changes based on customer behavior and business outcomes. Create and maintain clear documentation for lifecycle journeys, data definitions, integration requirements, and trigger logic. Leverage AI Use AI tools to accelerate documentation, debugging, integration work, and workflow automation. Identify opportunities to automate repetitive operational processes across the customer lifecycle. Experiment with emerging AI capabilities to improve internal workflows an