Re-engagement Operations Manager

About the role

The Lifecycle Operations Manager owns the technical and operational execution of Ethos's lifecycle communication programs across email and SMS. You will build, QA, and launch lifecycle journeys that touch every stage of the customer funnel — from pre-approval through retention and regulatory communications — and ensure they run reliably, compliantly, and at high deliverability. This is a deeply cross-functional role sitting at the intersection of marketing operations, engineering, analytics, and compliance.

Duties and Responsibilities:

Campaign & Journey Operations

• Own the build, QA, and launch of lifecycle journeys and campaigns in Iterable across all funnel stages: pre-approval, approved-not-activated, onboarding, retention, winback, and regulatory.
• Manage batch campaigns including audience segmentation, list hygiene, send cadence, and suppression logic for winback and blast sends.
• Manage SMS lifecycle campaigns including opt-out compliance, carrier filtering, segment rate, and channel-specific deliverability.
• Maintain the Iterable snippet library, template standards, and reusable content components across all journeys.
• Write and debug Handlebars templating logic including conditional rendering, channel-specific content variations, and carrier-specific display rules.

Deliverability & Domain Reputation

• Monitor domain reputation across dedicated IP pools and multiple sending subdomains (transactional, marketing, regulatory) using tools such as Validity and Google Postmaster.
• Diagnose deliverability issues — bounce rates, complaint spikes, inbox placement failures — and lead recovery response.
• Lead domain and IP warmup planning and execution for new sending infrastructure, tracking reputation health throughout the warmup period.

Technical Integrations & Data

• Partner with Engineering to manage webhook integrations, event payload schemas, and Iterable data flows.
• Own third-party tool integrations (e.g., Regal, LOB, BriteVerify) — coordinate data flows, payload schemas, and operational handoffs with engineering and vendors.
• Manage Iterable user profile data quality including field validation, suppression rules, and subscription state management.

Compliance & Governance

• Manage suppression logic, subscription rules, hard bounce handling, and unsubscribe honoring within CAN-SPAM and TCPA timelines.
• Maintain compliance governance for all outbound communications including partnership suppression rules and regulatory send requirements.
• Coordinate compliance review processes for regulated communications and ensure all outbound programs meet CAN-SPAM, TCPA, and state-level insurance communication requirements.

Monitoring & Automation

• Build and maintain automated daily monitoring systems for list health, journey overlap, experiment enrollment parity, and webhook pipeline integrity.
• Identify and escalate production anomalies — stalled journeys, send volume drops, webhook failures — with clear root cause analysis.

Experimentation & Optimization

• Drive experiment design and analysis for journey optimization including A/B test setup, holdout group configuration, statistical significance validation, and post-experiment documentation.
• Partner with Analytics for performance reporting, cohort analysis, and data pipeline work.

Process & Stakeholder Management

• Maintain and improve operational SOPs, QA checklists, and campaign launch processes.
• Coordinate cross-functional launches with Product, Engineering, and Compliance stakeholders.
• Communicate production issues, root cause, and remediation plans clearly to both technical and non-technical audiences.

Qualifications and Skills:

Technical Skills

• Deep expertise in Iterable — journeys, campaigns, templates, snippets, segments, lists, webhooks, and message types.
• Strong understanding of email deliverability: bounce rates, complaint thresholds, ISP behavior, domain and IP reputation management.
• Proficiency in SMS deliverability: opt-out rates, carrier filtering, segment management, and quiet hours compliance.
• Comfort working with event payloads, API integrations, and data field logic including Handlebars templating and conditional rendering.
• Familiarity with HTML, CSS for email development and SQL for audience analysis, cohort building, and performance deep-dives.

Domain Knowledge

• Experience managing compliance-sensitive communications in a regulated industry.
• Working knowledge of CAN-SPAM, TCPA, and state-level insurance communication regulations.
• Experience with third-party integrations — webhooks, outbound APIs, data sync pipelines.

Soft Skills

• Ability to diagnose production issues quickly and communicate root cause clearly to both technical and non-technical stakeholders.
• Strong project management skills — able to run multiple launches simultaneously across different stakeholder groups without dropping detail.
• High ownership mindset with the ability to operate independently and escalate appropriately in a fast-moving environment.

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