• Define and track key performance metrics for digital engagement, including delivery reliability, engagement outcomes, and member contact fatigue. • Build and maintain forecasting models for outbound digital engagement volume in collaboration with Workforce Management to ensure alignment with operational capacity. • Develop dashboards and reporting to provide an "air traffic control" view of active and upcoming campaigns across all channels. • Own the coordination of member journeys across SMS, email, portal notifications, and push, ensuring sequencing and volume controls are optimized. • Translate service-designed journeys into executable operational logic, including eligibility rules and suppression to resolve conflicts between concurrent campaigns. • Monitor live campaign performance and operational health to identify risks like member over-contact or drift from intended journey behavior. • Build operational frameworks that allow engagement efforts to scale, partnering with Product and Tech to transition toward automated and AI-supported workflows. • Partner with Service Designers, Content Management, and Data Science teams to ensure all digital engagement is operationally feasible, targeted, and sustainable.