Senior Manager, Engagement Operations

Job Description A bit about this role:

As Devoted’s digital engagement evolves from individual campaigns into interconnected journeys, we need to balance member experience, operational capacity, and business priorities hin the Member Experience and Engagement team, the Senior Manager, Engagement Operations will serve as the operational owner of this ecosystem, ensuring complex journeys are executable, sustainable, and measurable.

Sitting at the intersection of service design, data, and technology, you will ensure members receive the right communication at the right moment without over-contact or operational strain. We are seeking a highly analytical operator who thrives in ambiguity and can build structure where none exists. Your work will be vital in driving meaningful member outcomes, reducing unnecessary inbound contact, and enabling Devoted to scale a digital and AI-supported care experience.

• Operational System Ownership: Define and track key performance metrics for digital engagement, including delivery reliability, engagement outcomes, and member contact fatigue.
• Strategic Forecasting: Build and maintain forecasting models for outbound digital engagement volume in collaboration with Workforce Management to ensure alignment with operational capacity.
• System Visibility: Develop dashboards and reporting to provide an "air traffic control" view of active and upcoming campaigns across all channels.
• Cross-Channel Orchestration: Own the coordination of member journeys across SMS, email, portal notifications, and push, ensuring sequencing and volume controls are optimized.
• Execution Logic: Translate service-designed journeys into executable operational logic, including eligibility rules and suppression to resolve conflicts between concurrent campaigns.
• Engagement Hygiene: Monitor live campaign performance and operational health to identify risks like member over-contact or drift from intended journey behavior.
• Scalability & Automation: Build operational frameworks that allow engagement efforts to scale, partnering with Product and Tech to transition toward automated and AI-supported workflows.
• Cross-Functional Collaboration: Partner with Service Designers, Content Management, and Data Science teams to ensure all digital engagement is operationally feasible, targeted, and sustainable.

• Experience in marketing operations, revenue operations (Rev Ops), lifecycle operations, workforce planning, or operational analytics roles supporting complex multi-channel systems.
• Strong analytical mindset with experience using data to drive operational decisions and improvements.
• Comfort operating across multiple communication channels simultaneously rather than specializing deeply in a single channel.
• Demonstrated ability to build processes or systems from 0→1 in a fast-moving environment.
• Advanced proficiency in Looker (or similar tool), spreadsheets and data analysis; comfort working with large datasets.
• Exceptional organizational and problem-solving skills, with the ability to manage multiple concurrent work streams.
• Strong cross-functional collaboration skills and comfort working across product, operations, and analytics teams.
• A proactive, ownership-oriented mindset with a bias toward action.

• Experience with campaign automation or engagement platforms (Braze, Hub Spot, Salesforce Marketing Cloud, etc.).
• Experience working in healthcare or other regulated environments.
• Familiarity with SQL or ability to self‑serve basic data needs.
• Experience supporting AI-enabled workflows or automation initiatives.
• Recent MBA graduate or consulting exposure - a plus.

Salary : $130,000 - $160,000 / year

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual…