Medical Guardian

Lead and develop a team to enhance member experience through data-driven strategies, cross-functional collaboration, and continuous improvement. | 7+ years in customer/member experience roles with leadership experience, strong analytical and communication skills, and proficiency in CRM systems. | Job Title: Senior Manager, Member Experience Company Overview: Medical Guardian is a leading digital health and safety company dedicated to empowering individuals to live confidently and independently. With over 12 consecutive years on the Inc. 5000 list of Fastest Growing Companies, we have built a reputation for innovation and exceptional service, supporting more than 625,000 members nationwide. Role Overview: As the Senior Manager of Member Experience, you will play a pivotal role in shaping and enhancing the overall journey of our members. Your leadership will ensure that every interaction reflects our commitment to quality, empathy, and innovation, driving member satisfaction and loyalty. What You'll Do: - You will lead and develop a high-performing team focused on delivering exceptional member experiences. - You will analyze member feedback and data to identify opportunities for service improvement. - You will collaborate cross-functionally with product, marketing, and operations teams to implement member-centric initiatives. - You will design and oversee programs that enhance member engagement and retention. - You will establish and monitor key performance indicators to measure the success of member experience strategies. - You will manage escalated member issues, ensuring timely and effective resolution. - You will stay abreast of industry trends to continuously innovate and improve our member services. - You will foster a culture of empathy, responsiveness, and continuous improvement within your team. What You Bring: - Minimum of 7 years of experience in customer experience, member services, or related fields, with at least 3 years in a leadership role. - Strong analytical skills with proficiency in data-driven decision-making. - Excellent communication and interpersonal skills. - Proven ability to lead and motivate teams in a fast-paced environment. - Experience with CRM systems and customer feedback tools. - A passion for improving the lives of others through exceptional service. Bonus Points If You Have: - Experience in the digital health or safety industry. - Knowledge of member engagement platforms and loyalty programs. - Background in project management or process improvement methodologies. - Familiarity with regulatory requirements related to healthcare services. What We Offer: - We offer a dynamic and supportive work environment that values innovation and growth. - We offer competitive salary and comprehensive benefits including health, dental, and vision insurance. - We offer opportunities for professional development and career advancement. - We offer flexible work arrangements to support work-life balance. - We offer the chance to make a meaningful impact on the lives of our members every day. Ready to Apply? If you are passionate about leading teams to deliver outstanding member experiences and want to be part of a mission-driven company, please submit your resume and cover letter to our careers page at www.medicalguardian.com/careers.

Lead and develop strategies to enhance member engagement and satisfaction while managing a team to deliver exceptional support and continuous improvement. | 7+ years in customer/member experience roles with 3+ years in leadership, strong analytical and communication skills, and experience with CRM systems. | Job Title: Senior Manager, Member Experience Company Overview: Medical Guardian is a leading digital health and safety company dedicated to empowering individuals to live confidently and independently. With over 12 years of consistent growth recognized on the Inc. 5000 list, we support more than 625,000 members nationwide by providing innovative solutions that enhance safety and well-being. Role Overview: As the Senior Manager of Member Experience, you will play a pivotal role in shaping and elevating the overall experience of our members. You will lead initiatives to improve customer satisfaction, streamline service delivery, and foster a member-centric culture across the organization. What You'll Do: - You will develop and implement strategies to enhance member engagement and satisfaction. - You will lead and mentor a team focused on delivering exceptional member support. - You will analyze member feedback and data to identify opportunities for service improvement. - You will collaborate with cross-functional teams to align member experience initiatives with business goals. - You will oversee the resolution of complex member issues to ensure timely and effective solutions. - You will drive continuous improvement processes to optimize member journey touchpoints. - You will manage key performance indicators related to member experience and report on progress. - You will champion a culture of empathy and responsiveness within the member services team. What You Bring: - Minimum of 7 years of experience in customer experience, member services, or related fields. - Proven leadership skills with at least 3 years managing teams in a fast-paced environment. - Strong analytical abilities to interpret data and translate insights into actionable strategies. - Excellent communication and interpersonal skills to engage with diverse stakeholders. - Experience with CRM systems and customer feedback tools. - Ability to thrive in a dynamic, growth-oriented company culture. Bonus Points If You Have: - Experience in the digital health or safety industry. - Background in project management or process improvement methodologies. - Familiarity with regulatory requirements related to healthcare or member services. - Advanced certifications in customer experience or leadership. What We Offer: - We offer a competitive salary and comprehensive benefits package. - We offer opportunities for professional growth and career advancement. - We offer a supportive and inclusive work environment. - We offer flexible work arrangements to promote work-life balance. - We offer the chance to make a meaningful impact on the lives of our members. Ready to Apply? Please submit your resume and a cover letter detailing your experience and why you are passionate about enhancing member experience at Medical Guardian. We look forward to hearing from you!

Lead and develop a team to deliver exceptional member support, design and implement member experience strategies, analyze feedback for improvements, collaborate cross-functionally, resolve complex issues, monitor KPIs, and drive training programs. | 7+ years in customer/member experience roles with 3+ years in leadership, strong analytical and communication skills, CRM proficiency, and a passion for member satisfaction. | Job Title: Senior Manager, Member Experience Company Overview: Medical Guardian is a leading digital health and safety company dedicated to empowering individuals to live life without limits. With over a decade of consistent growth and innovation, Medical Guardian has been recognized on the Inc. 5000 list for 12 consecutive years. We proudly support over 625,000 members, redefining what it means to age confidently and independently through cutting-edge technology and compassionate service. Role Overview: As the Senior Manager of Member Experience, you will play a pivotal role in shaping and enhancing the overall journey of our members. Your leadership will ensure that every interaction reflects our commitment to exceptional service, driving member satisfaction and loyalty. You will collaborate across departments to implement strategies that elevate the member experience and support our mission. What You'll Do: - You will lead and develop a high-performing team focused on delivering outstanding member support and engagement. - You will design and implement member experience strategies that align with company goals and customer needs. - You will analyze member feedback and data to identify opportunities for continuous improvement. - You will collaborate with product, marketing, and operations teams to ensure a seamless member journey. - You will oversee the resolution of complex member issues, ensuring timely and effective solutions. - You will establish and monitor key performance indicators to measure the success of member experience initiatives. - You will drive training programs to enhance team skills and knowledge in member relations. - You will champion a member-centric culture throughout the organization. What You Bring: - You have 7+ years of experience in customer experience, member services, or related fields, with at least 3 years in a leadership role. - You possess strong analytical skills with experience using data to drive decision-making. - You have excellent communication and interpersonal skills to effectively lead teams and collaborate cross-functionally. - You are proficient with CRM systems and customer feedback tools. - You demonstrate a passion for improving customer/member satisfaction and loyalty. Bonus Points If You Have: - Experience in the digital health or safety industry. - Background in project management or process improvement methodologies. - Familiarity with member engagement platforms and technologies. - Advanced certifications in customer experience or leadership. What We Offer: - We offer a dynamic and supportive work environment that values innovation and growth. - We offer competitive salary and comprehensive benefits including health, dental, and vision coverage. - We offer opportunities for professional development and career advancement. - We offer flexible work arrangements to support work-life balance. - We offer a mission-driven culture focused on making a positive impact in people’s lives. Ready to Apply? Please submit your resume and a cover letter detailing your experience and why you are passionate about enhancing member experiences at Medical Guardian. We look forward to hearing from you!

Lead and mentor a team to enhance member satisfaction through strategic initiatives and operational excellence. | 7+ years in customer/member experience management with strong leadership, analytical, and communication skills, preferably in healthcare or digital health. | Job Title: Senior Manager, Member Experience Company Overview: Medical Guardian is a leading digital health and safety company dedicated to empowering individuals to live confidently and independently. With over 12 consecutive years on the Inc. 5000 list of Fastest Growing Companies, we have built a reputation for innovation and exceptional member support, serving over 625,000 members nationwide. Role Overview: As the Senior Manager of Member Experience, you will play a pivotal role in shaping and enhancing the overall experience of our members. You will lead a dynamic team focused on delivering exceptional service, driving member satisfaction, and fostering long-term loyalty through innovative strategies and operational excellence. What You'll Do: - You will lead and mentor a team of member experience professionals to achieve high performance and engagement. - You will develop and implement strategies to improve member satisfaction and retention. - You will analyze member feedback and data to identify trends and opportunities for service enhancement. - You will collaborate cross-functionally with product, marketing, and operations teams to align member experience initiatives. - You will oversee the resolution of complex member issues, ensuring timely and effective solutions. - You will drive continuous improvement processes to optimize member interactions and operational workflows. - You will manage key performance indicators (KPIs) and report on member experience metrics to senior leadership. - You will champion a member-centric culture throughout the organization. What You Bring: - 7+ years of experience in customer/member experience management, preferably in healthcare or digital health sectors. - Proven leadership skills with experience managing and developing high-performing teams. - Strong analytical skills with the ability to interpret data and translate insights into actionable strategies. - Excellent communication and interpersonal skills to effectively collaborate across departments. - Experience with CRM systems and customer feedback tools. - Ability to manage multiple projects and priorities in a fast-paced environment. Bonus Points If You Have: - Experience in the medical alert or senior care industry. - Background in digital health technology and service design. - Familiarity with Lean Six Sigma or other process improvement methodologies. - Advanced degree in healthcare administration, business, or related field. What We Offer: - We offer a competitive salary and comprehensive benefits package. - We offer opportunities for professional growth and career advancement. - We offer a supportive and inclusive work environment that values innovation. - We offer flexible work arrangements to support work-life balance. - We offer the chance to make a meaningful impact on the lives of our members. Ready to Apply? Please submit your resume and cover letter through our careers page at www.medicalguardian.com/careers. We look forward to learning how you can contribute to our mission of helping people live a life without limits.

Lead and develop member experience strategies to improve customer satisfaction, engagement, and retention through data-driven insights and cross-functional collaboration. | 7+ years of experience in customer experience or related fields, strong leadership and communication skills, proficiency with CRM systems, and data analytics expertise. | Job Title: Senior Manager, Member Experience Company Overview: Medical Guardian is a leading digital health and safety company dedicated to empowering individuals to live confidently and independently. With over 12 years of recognition on the Inc. 5000 list of Fastest Growing Companies, we serve more than 625,000 members nationwide, providing innovative solutions that enhance safety and peace of mind. Role Overview: As the Senior Manager of Member Experience, you will play a pivotal role in shaping and elevating the overall experience of our members. You will lead initiatives to improve customer satisfaction, engagement, and retention by collaborating across teams and leveraging data-driven insights. What You'll Do: - You will develop and implement strategies to enhance the member journey from onboarding through ongoing support. - You will lead and mentor a team focused on delivering exceptional customer service and support. - You will analyze member feedback and data to identify trends and areas for improvement. - You will collaborate with product, marketing, and operations teams to align member experience initiatives with company goals. - You will design and oversee programs that increase member engagement and loyalty. - You will manage key performance indicators (KPIs) to track the success of member experience efforts. - You will drive continuous improvement by implementing best practices and innovative solutions. - You will represent the voice of the member in cross-functional meetings and strategic planning. What You Bring: - You have 7+ years of experience in customer experience, member services, or related fields. - You possess strong leadership skills with experience managing and developing high-performing teams. - You have a proven track record of using data analytics to drive customer experience improvements. - You are skilled in project management and cross-functional collaboration. - You have excellent communication and interpersonal skills. - You are proficient with CRM systems and customer feedback tools. Bonus Points If You Have: - Experience in the digital health or safety industry. - Familiarity with user experience (UX) design principles. - Knowledge of subscription-based service models. - Experience with change management and process optimization. What We Offer: - We offer a dynamic and supportive work environment that fosters growth and innovation. - We offer competitive salary and comprehensive benefits including health, dental, and vision coverage. - We offer opportunities for professional development and career advancement. - We offer flexible work arrangements to support work-life balance. - We offer a mission-driven culture focused on making a positive impact in people’s lives. Ready to Apply? Please submit your resume and a cover letter detailing your experience and why you’re passionate about enhancing member experiences at Medical Guardian. We look forward to hearing from you!

The specialist will own SEO, analytics infrastructure, conversion optimization, and performance reporting across two consumer healthcare brands. They will operate cross-functionally to ensure full-funnel visibility and continuous performance lift. | Candidates should have 5+ years of experience in SEO, digital analytics, and performance marketing operations, ideally in high-volume environments. They must possess technical skills in GA4, Google Tag Manager, SQL, and have hands-on technical SEO expertise. | Medical Guardian is a fast-growing digital health and safety company on a mission to help people live a life without limits. With 12 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. About the Role: We are seeking a high-output, technically proficient individual to own SEO, analytics infrastructure, conversion optimization, and performance reporting across two consumer healthcare brands: Medical Guardian and MobileHelp. This role will function as a principal-level individual contributor, replacing external agency support and bridging the gap between strategic insights and technical execution. You will operate cross-functionally with Paid Media, Lifecycle, and Brand to ensure full-funnel visibility, data trust, and continuous performance lift. Key Responsibilities: Performance Reporting & Analytics: Develop and maintain performance dashboards using GA4, Looker Studio, and SQL Calculate and report on funnel metrics: CPS, CAC, CVR, LTV, ROAS Scale insights to brand-level reporting across both Medical Guardian and MobileHelp Align internal sales and marketing data from GA4, HubSpot, Salesforce, and ad buying platforms Attribution & Tracking Infrastructure: Assist internal attribution modeling efforts (build vs. buy analysis) Harden GA4 → Salesforce → HubSpot tracking infrastructure for full-funnel visibility Own platform hygiene: event naming conventions, tagging logic, and data layer structure Maintain and QA event tracking via Google Tag Manager, Google Tag Assistant, and GA Debug SEO & Generative Engine Optimization (GEO): Assist with the formulation of the SEO/GEO strategy to drive optimal business impacts Fully own technical SEO execution, replacing agency functions Identify and resolve crawlability, indexing, schema, and Core Web Vitals issues Structure schema markup for AEO and SGE (Search Generative Experience) readiness Develop and execute a 90-day roadmap to improve GEO visibility across both brands CRO & Behavioral Optimizations: Analyze user journey friction via heatmaps, clickmaps, and behavior flow Improve CRO testing loops using Microsoft Clarity, VWO, or similar tools Prioritize experimentation for high-traffic and high-CPS pages to improve lift Translate findings into page-level optimization recommendations to surface with the rest of the team Tool Management & Operational Ownership: Own and maintain Adthena (competitive search inteligence), AthenaHQ (GEO search intelligence), and other SEM tools Ensure cross-brand data consistency and reporting fidelity Act as the technical connector between paid media, lifecycle, and brand Qualifications: Experience: 5+ years in SEO, digital analytics, and performance marketing operations, ideally in high-volume environments. Proven track record of replacing or managing external SEO agencies through in-house technical execution. Technical Skills: Expert in GA4, Google Tag Manager, and event tracking setup/troubleshooting. Proficiency in SQL and Looker Studio (or equivalent BI tools) for building automated dashboards. Deep understanding of funnel metrics (CPS, CAC, CVR, LTV, ROAS) and how to align them across multiple data sources. Hands-on technical SEO expertise: schema markup, Core Web Vitals, crawlability, indexing, and AEO/SGE readiness. CRO & Analytics Tools: Experience with Microsoft Clarity, VWO, Hotjar, or similar for behavioral analytics and CRO testing. Attribution & Data Integration: Strong understanding of attribution modeling (multi-touch, data-driven), GA4 → Salesforce → HubSpot integration, and marketing-to-sales data alignment. Tool Management: Experience managing SEO and competitive intelligence tools (e.g., Adthena, SEMrush, Ahrefs) and ensuring cross-platform data consistency. Preferred Qualifications: Experience in consumer healthcare or subscription model businesses. Familiarity with AthenaHQ or other generative engine optimization tools. Strong grasp of paid media performance drivers and their interplay with organic traffic. Background in multi-brand or portfolio-level marketing operations. Soft Skills: Highly analytical, data-driven decision-making. Ability to translate technical findings into actionable insights for non-technical stakeholders. Comfortable operating as a principal-level IC in a fast-paced, high-output environment. Strong cross-functional communication and collaboration skills. 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

Lead and coach outbound member services team, manage engagement campaigns, design workflows to improve member satisfaction, lead projects impacting member experience, and analyze KPIs to drive improvements. | 5+ years in member/customer experience leadership, operational skills in scalable processes, cross-functional project experience, CRM and engagement platform familiarity, and strong interpersonal skills. | Medical Guardian is a fast-growing digital health and safety company on a mission to help people live a life without limits. With 12 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. Medical Guardian is seeking a passionate, experienced, and operationally-minded Senior Manager of Member Experience to lead and continuously elevate our outbound member engagement efforts and optimize member experience on inbound communications. 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: 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. 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 Operational Excellence & Process Design 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. 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. Required Qualifications: 5+ years of experience in a member experience, customer experience, or customer operations leadership role. Proven track record managing outbound teams 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 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. 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