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Senior Manager, Engagement Operations

Devoted Health, Inc.

Job Overview

Location

Remote USA

Job Type

Full-time

Full Job Description

📋 Description

• As Senior Manager, Engagement Operations at Devoted Health, you will serve as the operational owner of the digital engagement ecosystem, ensuring complex member journeys are executable, sustainable, and measurable while balancing member experience, operational capacity, and business priorities at scale.
• You will sit at the intersection of service design, data, and technology to ensure members receive the right communication at the right moment without over-contact or operational strain, driving meaningful member outcomes and enabling scalable, AI-supported care experiences.
• Day to day, you will define and track key performance metrics for digital engagement, including delivery reliability, engagement outcomes, and member contact fatigue, using data to monitor system health and optimize performance.
• You will build and maintain forecasting models for outbound digital engagement volume in collaboration with Workforce Management to align campaigns with operational capacity and prevent system overload.
• You will develop dashboards and reporting that provide an 'air traffic control' view of active and upcoming campaigns across SMS, email, portal notifications, and push, enabling real-time visibility and proactive issue resolution.
• You will own cross-channel orchestration of member journeys, ensuring sequencing, volume controls, and suppression rules are optimized to prevent conflicts between concurrent campaigns and maintain engagement hygiene.
• You will translate service-designed journeys into executable operational logic, including eligibility rules and suppression logic, to resolve campaign conflicts and ensure operational feasibility.
• You will monitor live campaign performance and operational health to identify risks such as member over-contact or drift from intended journey behavior, taking corrective action to maintain experience quality.
• You will build scalable operational frameworks and partner with Product and Tech teams to transition toward automated and AI-supported workflows, enabling long-term efficiency and innovation.
• You will collaborate closely with Service Designers, Content Management, and Data Science teams to ensure all digital engagement is operationally feasible, targeted, and sustainable, bridging strategy and execution.
• You will partner with Workforce Management to forecast demand and align staffing and system capacity with engagement volume, ensuring operational readiness.
• You will drive continuous improvement by analyzing performance data, identifying bottlenecks, and refining processes to enhance scalability and member outcomes.
• About the team: You will join Devoted Health’s Member Experience and Engagement team, a mission-driven group focused on improving the health and well-being of older Americans through compassionate, technology-enabled care.
• The company is committed to treating members like family, combining health insurance, clinical care, service, and technology into an integrated healthcare solution that delivers high-quality care everyone would want for someone they love.
• In this role, you will learn to operate at the forefront of healthcare engagement innovation, gaining deep expertise in multi-channel orchestration, operational analytics, and AI-enabled workflow scaling.
• You will achieve measurable impact by reducing unnecessary inbound contact, improving member satisfaction, and enabling Devoted to scale its digital care model across the United States.

🎯 Requirements

• Experience in marketing operations, revenue operations (RevOps), 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.
• Advanced proficiency in Looker (or similar tool), spreadsheets, and data analysis; comfort working with large datasets.
• Demonstrated ability to build processes or systems from 0→1 in a fast-moving environment.
• Exceptional organizational and problem-solving skills, with the ability to manage multiple concurrent workstreams.
• Strong cross-functional collaboration skills and comfort working across product, operations, and analytics teams.

🏖️ 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
• Parental leave program
• 401K program

Skills & Technologies

Senior

Remote

$130k-160k

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Devoted Health, Inc.

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About Devoted Health, Inc.

Devoted Health, Inc. operates as a Medicare Advantage health plan provider, offering comprehensive coverage, personalized care navigation, and integrated technology to seniors across the United States. The company combines clinical expertise, data analytics, and member support services to coordinate physician visits, prescription management, and preventive care, aiming to improve health outcomes and reduce unnecessary costs for its members.

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