Senior Manager, Engagement Operations (CRM)

TL;DR

Senior Manager, Engagement Operations (CRM/Lifecycle): Orchestrating connected, automated member journeys across SMS, app, email, portal, and call channels with an accent on translating journey concepts into executable operational systems. Focus on building an intelligent orchestration ecosystem, designing forecasting models, and implementing AI-driven QA and monitoring.

Location: Remote (USA)

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

Company

An integrated healthcare company combining compassion, insurance, clinical care, and technology to improve the well-being of older Americans.

What you will do

• Own the functional operations of the engagement orchestration platform, ensuring journeys are sequenced, monitored, and sustainable.
• Translate journey maps into operational lifecycle programs across SMS, app, email, portal, and call channels.
• Lead campaign monitoring and quality control, developing dashboards to provide an "air traffic control" view of active campaigns.
• Design forecasting models for campaign volume to anticipate load and manage operational capacity.
• Implement AI and automation to systemize QA, monitoring, and reporting for the engagement system.
• Analyze campaign performance and funnel movement to optimize suppression strategies and lifecycle flow.

Requirements

• 4-6 years of experience in lifecycle marketing, CRM, or engagement operations.
• Proficiency with marketing automation platforms such as Braze, Iterable, HubSpot, or Salesforce Marketing Cloud.
• Strong quantitative skills for working with large datasets of member interactions using dashboards and analysis tools.
• Hands-on experience managing multi-channel journeys across email, SMS, push, in-app, and outbound call workflows.
• Experience building operational processes and logic in fast-moving environments.
• Must be based in the USA

Nice to have

• Experience in healthcare or other highly regulated environments.
• Familiarity with self-service analytics tools.
• Experience building governance and QA frameworks for lifecycle programs.
• Background in content operations or platform enablement.

Culture & Benefits

• Employer-sponsored health, dental, and vision plans with low or no premiums.
• Generous paid time off and a dedicated parental leave program.
• $100 monthly stipend for mobile or internet expenses.
• Stock options for all employees and bonus eligibility.
• 401K program.