**Section 2: Position Overview** Provide a concise summary of the position, its purpose, and its importance within the company. **Section 1: Job Title** Clearly state the position’s title to convey the role and level of responsibility. **Customer Engagement Delivery Associate Manager** **Career Architecture Title:** HIH – User Experience Design Associate Manager **Position Overview** **Talent magnet. Motivator. Problem Solver. Communicator. Coach.** As an Associate Manager on the Customer Engagement team, you will function as a player/coach, helping to build and support a growing team. You are accountable for leading and managing the Customer Engagement Delivery offshore team, ensuring work is delivered, facilitating communication with onshore team members, and resolving issues, while also focusing on offshore team hiring, performance and development. In addition to serving as the offshore team manager, you will also function as Campaign Manager for a new, streamlined Engagement Team, ensuring ad hoc campaigns requested by various business teams are delivered with speed and quality. Success requires the ability to balance your own projects and directing activities and performance across the broader team. **Section 3: Responsibilities** Clearly outline the primary duties and tasks associated with the role. Use action verbs (i.e., lead, drive, analyze, assess, research, etc.) to convey expectations. **Responsibilities** LEADERSHIP & MANAGEMENT < >Function as manager for the offshore engagement team, assisting onshore leaders with hiring, onboarding, ongoing training, resolving issues, and facilitating communication. Motivate team members, provide guidance, and foster a positive work environment and team culture. Monitor team performance, provide feedback, and address areas for improvement. Address and resolve conflicts within the team in a positive, timely, effective manner. Identify training needs and provide opportunities for team members to develop their skills. COMMUNICATION & COLLABORATION < >Establish clear communication channels and ensure regular updates across offshore and onshore team members and stakeholders. Facilitate collaboration between offshore team and other teams. TECHNICAL EXPERTISE < >Provide technical guidance and support to team members, helping troubleshoot issues and identify solutions. Identify and implement process improvements to enhance efficiency and quality. CAMPAIGN MANAGEMENT < >Track ad hoc campaign work coming into the engagement team, making it possible for everyone on the team to know what the work is, when the work will be released and the end result / outcome.Lead standing meetings/cadences to drive continual communication and alignment across the engagement team. Define project schedules, track major milestones, and address any roadblocks.Ensure all ad hoc campaigns follow established processes around approvals and checkpoints.Participate in daily, weekly team and Agile meetings as needed. Provide status updates to cross-functional teams and management. **Section 4: Qualifications** Specify the skills, experience, and education required for the role. Differentiate between the “must-haves” and “nice-to-haves”. **Required skills** : List the specific skills required for the job, including technical, leadership skills, and any industry-specific skills. **Required Experience** : Clearly state any mandatory requirements, such as formal education, certifications, licenses, or specific years of experience. **Desired Experience** : List any “nice-to-have” experience, including industry experience, exposure to specific technologies, certifications, etc. **Qualifications** Ideal candidate will be a hands-on, results-oriented team player with the ability to collaborate cross-functionally, understand technical complexities, and perform well in a fast-paced environment. **Required Education** < >Bachelor’s degree in marketing, communications, or similar field of studyA solid understanding of MarTech platforms, such as Redpoint or Salesforce Marketing Cloud, email platform functionality/email service providers, data integrations/APIs, CAN-SPAM and CASL, email metrics, email deliverability, and email best practices; knowledge of web analytics tools and content management solutionsAbility to lead others and to manage projectsA curious, positive, team-oriented, enthusiastic approach while navigating different perspectives and opinions.Ability to collaborate cross-functionally and navigate discussions with other technology teams, digital partners, and multiple business owners.Ability to adapt to shifts in priorities, which means reprioritizing your own projects and tasks on an ongoing basis. **8-11 years** in marketing or project management experience3-5 years’ experience leading peopleKnowledge of agile tools like JIRA, Confluence, Smartsheet, Wrike, etc. **Desired Experience and Skills** < >Previous experience with digital communications execution, end-to-end user experience and/or agile IT methodology is a plus. **About Evernorth Health Services** Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.