About the role

Role overview

As Senior Manager of Engagement Operations at Devoted Health, you will translate customer journey concepts into real-world lifecycle programs across multiple channels. You will run and improve the journey orchestration system, ensuring campaigns and journeys are correctly sequenced, monitored, and maintained.

Key missions / responsibilities

Own journey orchestration system operations: ensure journeys are sequenced, chained, monitored, and maintained across channels.
Translate journey design into executable systems by partnering with service designers to operationalize journey maps into lifecycle programs.
Lead campaign monitoring and quality control (QA): monitor campaign health, identify operational issues, and ensure quality.
Forecast volume and manage capacity to maintain system and campaign performance.
Build a more intelligent engagement system and continuously improve lifecycle performance.

Requirements

Hands-on experience with campaign automation / marketing automation platforms, e.g. Braze, Iterable, HubSpot, or Salesforce Marketing Cloud.
Experience managing multi-channel journeys across email, SMS, push, in-app, and/or outbound call workflows.
Ability to partner with technical teams on requirements, platform evaluation, and workflow design.
Strong cross-functional communication across service design, engineering, analytics, operations, and content.
Strong quantitative/analytical skills; comfortable working with large datasets (millions of member interactions) using tools such as spreadsheets, dashboards, and analytics.
4–6 years of experience in lifecycle marketing, CRM, marketing operations, or engagement operations.
Experience building scalable operational processes, logic, or systems in a fast-moving environment.
Experience building monitoring, QA, or governance frameworks for lifecycle programs.
Familiarity with self-service analytics.

Nice-to-haves

Background in content operations, platform enablement, or adjacent operational product work.
Engagement automation and AI experience.
Experience in healthcare or other regulated environments.

About Devoted Health

Devoted Health is a healthcare organization focused on member engagement and delivering health plan services. The role sits within engagement operations, building lifecycle programs and journey orchestration across multiple communication channels in a regulated environment.