Description
About Medical Guardian:
Medical Guardian is a fast-growing digital health and safety company on a mission to help people live a life without limits. With 13 consecutive years on the Inc. 5000 list of Fastest Growing Companies, we’re redefining what it means to age confidently and independently. We support over 625,000 members nationwide with life-saving emergency response systems and remote patient monitoring solutions. Trusted by families, healthcare providers, and care managers, our work is powered by a culture of innovation, compassion, and purpose.
Position Summary
Medical Guardian is seeking a passionate, experienced, and operationally-minded Senior Manager of Member Experience to lead strategy and implementation of proactive outbound member engagement efforts to continuously elevate and optimize member experience. This leader will be instrumental in delivering best-in-class service across the member journey, managing proactive outreach campaigns, improving internal workflows, and reducing attrition in a fast-paced, membership-based health and safety environment.
Key Responsibilities:
- Operational Excellence & Process Design
- Create and maintain robust member journey map(s) to be used to drive decision making and strategy for member experience improvement and attrition reduction campaigns
- Design and implement workflows that streamline member interactions and reduce friction across channels.
- Identify and drive process improvements that directly improve member satisfaction and loyalty.
- Collaborate with cross-functional teams (Product, Tech, PMO) to plan and implement projects that impact the member experience.
- Campaign Management & Messaging
- Partner with Marketing and Digital teams to align outbound messaging across voice, SMS, email, and mail.
- Execute and monitor member engagement campaigns related to retention, onboarding, check-ins, upgrades, and wellness outreach.
- Ensure consistent and high quality member experience communication on digital, paper, training, IVA, email and sms
- Project Leadership
- Serve as the operational lead on member experience projects—from new tool implementations to revised outreach strategies—ensuring success criteria are clearly defined, implemented, and tracked.
- Drive internal change management communications and adoption planning for initiatives that touch frontline or member-facing operations.
- Analytics & Improvement
- Partner with Analytics and BI to monitor KPIs (NPS, retention, outreach conversion, churn rates) and lead data-informed decisions.
- Develop insights from member feedback, call audits, and CRM data to inform continuous improvement strategies.
- Team Leadership & Coaching
- Manage and coach a high-performing outbound member services team focused on engagement, renewals, education, and satisfaction.
- Lead training initiatives to reinforce the gold standard in member experience, including call quality, empathy, compliance, and follow-up..
Required Qualifications:
- 5+ years of experience in a member experience, customer experience, or customer operations leadership role.
- Proven track record managing proactive outbound campaign strategy in a high-touch, service-oriented environment (healthcare, wellness, insurance, or other subscription/membership-based models preferred).
- Strong operational skillset with demonstrated success in designing and executing scalable member-facing processes.
- Experience leading or supporting cross-functional projects that touch customer journeys.
- Passion for delivering outstanding member experiences and building deep member trust and satisfaction.
- Comfortable working in CRM tools (e.g., Salesforce,) and engagement platforms (e.g., Twilio, Five9 ).
- Strong interpersonal and communication skills, with the ability to lead through influence and collaborate across levels and departments.
- Experience leading member retention and churn reduction strategies
- Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future.
Nice to Have:
- Experience in a subscription/membership or healthcare-adjacent business model.
- Background in journey mapping, and call quality management.
- Familiarity with speech analytics, automation tools, or omnichannel engagement strategies.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Paid Time Off (Vacation, Sick Time Off & Holidays)
- Company Paid Short Term Disability and Life Insurance
- Retirement Plan (401k) with Company Match
