Senior Manager, Content Strategy and Operations

Job Description

At Devoted, our member engagement is evolving from standalone campaigns to connected, automated journeys. We need a content powerhouse who is also a Mar Tech geek. In this role you’re not only designing campaigns to delight our members but translating omnichannel strategy into practical execution. You are building out customer journeys in an evolving home‑grown customer engagement platform, using AI to personalize content and automate at scale.

We are seeking a strategic and meticulous operator who checks every box to plan, activate, and optimize coordinated engagement. From ideation all the way through evaluation, you’re serving as the quarterback to a cross‑functional team of big brains, sitting at the intersection of service design, behavior change, content, and technology. This is an individual contributor role for someone who wants to get in the weeds and own operational quality of the member experience.

• Strategic Content Oversight:
  Translate business goals into thoughtful campaigns. Act as a 'player-coach' who can lead strategy while executing high-priority deliverables.
• Modular Content Architecture:
  Define and implement a 'Lego-block' content strategy, building reusable components that can be deployed seamlessly across SMS, email, app, and portal notifications.
• CMS & Mar Tech Management:
  Serve as the power user of our customer engagement platform to orchestrate member journeys. Partner with service designers to ensure their on-paper journey designs are sequenced, chained, monitored, and maintained across channels. Ensure the system is organized, efficient, and capable of supporting complex personalization. Act as the bridge between business needs and technical implementation, informing what the platform should do and how it should evolve.
• AI-Driven Scaling:
  Leverage AI tools to speed up and improve targeting, timing, personalization, content variations, and deployment. Use AI, automation, and dashboards to systemize QA, monitoring, and reporting.
• Operational Excellence:
  Bridge the gap between service design, technical execution, and operational implementation. Design workflows that allow our ops team to move faster and with higher quality, and set up our frontline teams for success.
• Performance & Optimization:
  Bring a quantitative lens to content performance. Monitor engagement metrics and use data to continuously optimize templates and messaging strategies. Monitor member movement through journeys and flag risks or bottlenecks early. Maintain logic for eligibility, suppression, prioritization, and preferences across campaigns. Ensure members are not over‑contacted and that no audience or data point falls through the cracks.

• Content Operations: 6-8 years of experience in content operations, omnichannel and lifecycle marketing, or digital content strategy.
• Omnichannel Enablement:
  Demonstrated experience activating omnichannel journeys, content strategies, or engagement models in a launch or growth-stage environment.
• Mar Tech Mastery:
  Expert-level experience with marketing automation platforms (e.g., Braze, Iterable, Hub Spot, Salesforce Marketing Cloud) and enterprise CMS tools (e.g., Contentful)
• Systems Thinking:
  Demonstrated ability to build modular content frameworks and complex automated workflows.
• Strategic Independence:
  Proven track record of taking high-level objectives and turning them into actionable project plans without significant hand-holding in a fast-paced, evolving environment.
• AI Proficiency:
  Hands-on experience using generative AI tools to scale content production, localization, or personalization.
• Data Fluency:
  Strong analytical skills with the ability to use data to drive content decisions and operational improvements.
• Communication
  
  Skills:
  
  Exceptional ability to partner across service design, engineering, and operations teams.

• Experience in healthcare or another highly regulated industry.
• Familiarity with SQL or basic data querying to self-serve performance metrics.
• Experience building monitoring, QA, or governance frameworks for multi-channel content programs.
• Background in platform…