Digital Journey Coordinator (Lifecycle and Email Automation)

Digital Journey Coordinator 

Lifecycle Automation · Customer.io Operations · Email Journeys · Audience Logic · Formation at Scale

About the Role

Our Vision for this Role

The Digital Journey Coordinator is the hands-on operator of Customer.io for the Pathways team. As Practicing the Way continues to develop lifecycle journeys for church leaders, group leaders, and individual apprentices, this role brings those journeys to life inside the tool.

This is not primarily a strategy or architecture role. The formation journey strategy is set by the broader Pathways team. This person’s job is to take clear direction and aims and translate them into reliable, well-built lifecycle systems that move people forward in their journey with Practicing the Way.

That will include a mix of drafting templated emails from content direction, adjusting existing email copy as needed, and producing more complex emails in collaboration with an in-house copywriter and designer.

Because this is a new and growing system, we are looking for someone who is not only a careful operator, but also a builder. The right person can work inside ambiguity, create structure where it does not yet exist, document what they are learning, and help turn early lifecycle ideas into repeatable systems over time.

Specifics for What This Role Does

• Build and maintain lifecycle email flows in Customer.io across Church, Group, and Apprentice experiences
• Help build the operating rhythms, documentation, naming conventions, QA practices, and reporting habits that make Customer.io usable and scalable over time
• Turn early lifecycle journey ideas into practical, buildable flows inside Customer.io, identifying gaps, questions, and edge cases along the way
• Create clarity in a new system by documenting what is live, how journeys work, what audiences are included or excluded, and where improvements are needed
• Configure segments, triggers, timing, tags, suppression rules, and audience logic with precision
• Help maintain clarity around the events, attributes, tags, and data points used for Customer.io triggers, segments, and personalization, partnering with technical and data teammates as needed
• Surface practical data, event, or integration needs that affect journey builds, and coordinate with technical teammates to clarify what is needed for reliable automation
• Coordinate the writing, design, and approval process for complex lifecycle emails, then implement the final version in Customer.io
• QA email logic, links, formatting, personalization, and audience criteria before any flow goes live
• Monitor performance data, identifying where people are engaging, dropping off, or getting stuck
• Make ongoing improvements to flows over time based on performance signals
• Ensure people are not receiving too many messages at one time and that the right emails go to the right audiences
• Maintain clear documentation of what is live and how it works
  

About You

You love the intersection of people and systems. You find satisfaction in the small details that make an experience feel seamless — the right email, to the right person, at the right moment. You’re energized by looking at data, spotting patterns, and making things better over time. You have a natural knack for quality messaging and timing.

You are a builder at heart. You do not need a mature system, perfect process, or fully defined playbook before you can begin. You are comfortable taking a clear goal, asking good questions, making a plan, building the first useful version, and improving it over time. Because this lifecycle system is still new, you will help create the rhythms, documentation, QA practices, and operational clarity that make it sustainable as it grows.

Skills & Qualities We're Looking For

• A committed faith in Jesus and genuine resonance with Practicing the Way’s mission, theology, and voice
• Experience with lifecycle email, marketing automation, or CRM operations
• Hands-on experience with tools like Customer.io, HubSpot, Mailchimp, Braze, Iterable, or similar platforms
• Proven ability to build email flows, configure audience segments, set triggers, and troubleshoot logic
• Proficient writing skills to draft simple templated emails from direction and thoughtfully adjust existing emails as needed
• Sharp attention to detail and comfort working in data — you notice what’s off and you fix it
• Ability to work from a clear outcome without needing every step pre-defined
• Strong written communication with teammates, including the ability to create clear documentation, flag questions, and explain decisions simply
• Experience coordinating with writers, designers, technical collaborators, or other team members to produce final assets
• Good judgment around message volume, audience overlap, and user experience so lifecycle communication feels helpful rather than noise
  

Details

Employment Type: Part-time, contract

Time Commitment: 20-25 hours per week

Location: Remote, flexible hours; willing to travel for key meetings or conferences

Compensation: $40/hr

(Note: At Practicing the Way, we're always trying to balance generosity and fairness as we think about compensation. But as a nonprofit organization, we can't always offer the highest salaries, so we'd encourage you to consider that as you apply.)

About Our Hiring Process

While we want to get back to you about your application as soon as we can, we try to be unhurried during our hiring process to ensure that we’re discerning with the spirit on the right fit.

Our hiring process begins with an in-depth application, where we often ask role and cultural fit questions (and portfolios for some roles). 

Typically within a month, we select 10 or so applicants to complete a video interview or phone screen and close the application to new applicants. 

Then, we generally select 3-5 candidates for final, live interviews with one or more key team members, before making a final decision and offer. This can include up to three interviews, depending on the role. 

Applicants should be prepared to provide references and complete any requested assessments. Successful candidates must sign the organization’s statement of faith and clear background/reference checks prior to hire.