Senior Manager, Engagement Operations

Job description

Job Description A bit about this role: 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, re...