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 MarTech (marketing technology) 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 & MarTech 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.
   

Required skills and experience:

• 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. 

• MarTech Mastery: Expert-level experience with marketing automation platforms (e.g., Braze, Iterable, HubSpot, 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 and the ability to partner across service design, engineering, and operations teams.
   

Desired skills and experience:

• 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 enablement.

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 applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• 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; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family.  We are committed to a diverse and vibrant workforce. 

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States.  And we've just started. So join us on this mission!

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.