Senior Manager of Engagement Operations

About the role

Join our team as a Senior Manager of Engagement Operations. In this hands-on role, you will be responsible for translating journey concepts into real-world lifecycle programs across multiple channels. You will own the journey orchestration system operations, translate journey design into executable systems, lead campaign monitoring and quality control, forecast volume and manage capacity, build a more intelligent engagement system, and continuously improve performance. This position offers a comprehensive health plan, 401K retirement plan, generous vacation and holiday time, Lyra mental health resources, and stock options. Key missions: Own journey orchestration system operations, ensuring journeys are sequenced, chained, monitored, and maintained across channels.. Translate journey design into executable systems, working with service designers to turn on-paper journey maps into operational lifecycle programs.. Lead campaign monitoring and quality control, owning campaign health monitoring and identifying operational issues. Profile: - Experience with campaign automation or marketing automation platforms (Braze, Iterable, HubSpot, Salesforce Marketing Cloud, etc.) - 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 - Comfort partnering with technical teams on requirements, platform evaluation, and workflow design - Strong communicator who can work across service design, engineering, analytics, operations, and content teams - Strong organizational skills and a bias toward action - Engaged in automation, AI, and building scalable operational infrastructure - Ability to think systemically across an entire journey ecosystem, not just one channel - 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) - 4-6 years of experience in lifecycle marketing, CRM, marketing operations, or engagement operations - Experience building operational processes, logic, or systems in a fast-moving environment - Background in content operations, platform enablement, or adjacent operational product work - Experience building monitoring, QA, or governance frameworks for lifecycle programs - Familiarity with self-service analytics - Experience in healthcare or another regulated environment