Content and Engagement Manager

Title: Content and Engagement Manager

Location: Fully Remote - Massachusetts

Job Description:

Job Description

A bit about this role:

The Member Experience and Engagement (MXE) team designs the service experiences that make members trust and love Devoted. Our campaigns reach hundreds of thousands of older adults every year at moments that matter — someone who missed a screening, someone who needs to verify their C-SNP plan, a prescription that never got picked up.

As the Content and Engagement manager, you will own a portfolio of member communications across SMS, email, print, outbound calls, MyDevoted, and chat, running each from intake through post-launch readout. Sometimes you're handed a finished journey to execute; sometimes you're building it from scratch with our engagement strategy lead. Either way, you're the one who makes it real. You'll also help answer a harder question: who shouldn't hear from us this week, and how we sequence competing asks so a member doesn't get four messages in five days.

Your team leads set priority and timeline. What you own is how the work gets done — the workflow, the tooling, the quality bar, and the standing to cut anything that isn't earning its keep. We work in a regulated environment, so compliance and translation review aren't optional and speed never comes at the expense of accuracy. The people who thrive here treat that as a constraint to be clever about.

Your responsibilites and impact will include:

• Driving a portfolio of member campaigns from intake through readout — scoping, timelines, partner coordination, and momentum — spanning onboarding, clinical outreach, quality measures, plan comprehension, and digital adoption

• Turning incoming requests into complete briefs, with scoping docs that capture content and tech requirements so partners aren't guessing

• Shaping new campaigns from a blank page alongside engagement strategy and service design: journey, channel mix, sequence, and ask

• Building campaigns we can learn from — a holdout or variant where feasible, a hypothesis written down before launch, and a readout that shows whether we moved the number

• Partnering with clinical, quality, product, and tech teams to turn program goals into campaigns that drive action

• Owning the QA standard by channel and running the launch health check — volumes, replies, and errors — before handing off to ongoing monitoring

• Putting contact governance into practice: suppression rules applied, contact history respected, competing asks sequenced rather than stacked

• Keeping automated campaigns honest long after launch: scheduled content refreshes, drift nobody noticed, logic that stopped matching its population

• Keeping status, ownership, and next steps current in Monday.com, with handoffs complete enough that nobody has to re-ask

• Giving day-to-day direction to our Member Engagement Operations Associate on shared campaigns and QA — you're the person they learn the craft from

• Delivering one scoped improvement commitment per quarter with a before-and-after: hours saved, handoffs removed, errors avoided, tests shipped

• Applying AI to the repetitive parts — drafting, summarizing, QA checks, documentation, first-pass translation for partner review — and sharing it so the leverage compounds
   

Required skills and experience:

• 3–6 years in project or program management, communications operations, or engagement operations

• Exceptional attention to detail — you catch the wrong date, the broken link, the audience list that's 400 members too big

• Experience supporting health program engagement: getting people to schedule, verify, screen, refill, or complete something that's good for them

• Hands-on experience with testing — you've run or supported an A/B test or holdout, and you know why a result with no control group isn't an answer

• Hands-on in a project management system (Monday.com, Asana, Jira, Smartsheet), configuring views and automations rather than just updating tickets

• Experience designing campaigns or member journeys, not only executing someone else's brief, and comfort using performance data to decide what to change next

• A track record of improving process as a byproduct of the work — the checklist, template, or automation your team still uses after you moved on

• Real interest in AI tools and some hands-on experience. Not expert on day one, but the kind of person who tries the new thing and comes back with a view on it

• Strong writing and communication that turns ambiguity into something people can act on
   

Desired Skills and Experience

• Professional fluency in Spanish, written and spoken — a meaningful share of our members read and speak Spanish, so it's a real advantage here

• Experience in healthcare, public health, or another regulated environment

• Medicare Advantage or Stars/quality measures experience

• Light technical fluency: SQL, Looker or similar, or no-code/low-code workflow building

• Experience with older adults or other populations where plain language and accessibility really matter
   

Salary: $73,000 - $114,083 annually

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.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

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.