Senior Manager, Engagement Operations

Role Description

At Devoted, our member engagement is evolving from standalone campaigns to connected, automated journeys. Within the Member Experience and Engagement team, this role will serve as the operational owner of our orchestration ecosystem—making sure journeys are executable, measurable, and sustainable as we scale.

We’re looking for a highly analytical, hands-on CRM/lifecycle operator who loves turning data into personalized, automated experiences. You’ll partner closely with service designers, engineering, data, and operations teams to translate journey concepts into real-world lifecycle programs across SMS, app, email, portal, and call channels. This is an individual contributor role for someone who wants to get in the weeds, build the system, and own the operational quality of the member experience.

Responsibilities and Impact will include:

• Own journey orchestration system operations:
  • Serve as the functional owner of the engagement orchestration operating platform as it is being built and scaled.
  • Ensure journeys are sequenced, chained, monitored, and maintained across channels.
  • Partner with engineering and product on platform build decisions, requirements, and workflow design.
• Translate journey design into executable systems:
  • Work with service designers to turn on-paper journey maps into operational lifecycle programs.
  • Maintain logic for eligibility, suppression, prioritization, preferences, and conflict resolution across campaigns.
  • Ensure members are not over-contacted and that no audience or data point falls through the cracks.
• Lead campaign monitoring and quality control:
  • Own campaign health monitoring.
  • Identify operational issues such as audience mismatches, configuration errors, and deliverability risks.
  • Create operational guardrails to keep campaigns healthy as volume scales.
  • Develop dashboards and reporting to provide an "air traffic control" view of active and upcoming campaigns across all channels.
• Forecast volume and manage capacity:
  • Design forecasting models for upcoming campaign volume across SMS, push, email, and call channels.
  • Partner with operations and workforce teams to anticipate load.
• Build a more intelligent engagement system:
  • Monitor member movement through journeys and flag risks or bottlenecks early.
  • Use AI, automation, and dashboards to systemize QA, monitoring, and reporting.
  • Act as the bridge between business needs and technical implementation, informing what the platform should do and how it should evolve.
• Continuously improve performance:
  • Run analysis on campaign performance, funnel movement, engagement trends, and member contact patterns.
  • Bring a quantitative lens to everything from suppression strategy to lifecycle optimization.

Qualifications

• 4-6 years of experience in lifecycle marketing, CRM, marketing operations, or engagement operations.
• Experience with campaign automation or marketing automation platforms (Braze, Iterable, HubSpot, Salesforce Marketing Cloud, etc.).
• Strong quantitative and analytical skills; comfortable working with large data sets capturing millions of member interactions using a variety of analysis tools (spreadsheets, dashboards, and conversational analytics).
• Hands-on experience managing multi-channel member/customer journeys across email, SMS, push, in-app, and/or outbound call workflows, with familiarity working alongside service design to operationalize journeys.
• Experience building operational processes, logic, or systems in a fast-moving environment.
• Ability to think systemically across an entire journey ecosystem, not just one channel.
• Comfort partnering with technical teams on requirements, platform evaluation, and workflow design.
• Strong organizational skills and a bias toward action.
• Engaged in automation, AI, and building scalable operational infrastructure.
• Strong communicator who can work across service design, engineering, analytics, operations, and content teams.

Requirements

• Experience in healthcare or another regulated environment.
• Familiarity with self-service analytics.
• Experience building monitoring, QA, or governance frameworks for lifecycle programs.
• Background in content operations, platform enablement, or adjacent operational product work.

Benefits

• Employer sponsored health, dental and vision plan with low or no premium.
• Generous paid time off.
• $100 monthly mobile or internet stipend.
• Stock options for all employees.
• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles.
• Parental leave program.
• 401K program.
• And more....