Medical Guardian

Oversee and optimize cloud and on-site infrastructure, lead security incident response, and automate operational tasks. | Deep expertise in Azure, Microsoft 365, networking, security platforms, Linux, and automation, with 8+ years in IT infrastructure roles and leadership experience. | 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 highly experienced and proactive Lead Infrastructure Engineer to oversee the design, maintenance, and performance of our cloud-first enterprise IT infrastructure. This role leads both technical operations and security response, with a focus on Azure cloud infrastructure, networking and services, Microsoft 365, RBAC and identity management. The ideal candidate is comfortable wearing multiple hats—cloud architect, network troubleshooter, security responder, and automation engineer. You will serve as the senior technical lead on the Infrastructure Operations team, helping to ensure high availability, performance, and security of the systems that power our business. Key Responsibilities: Own and manage Azure-based infrastructure including compute, networking, DNS, VPNs, virtual appliances, private endpoints, and storage accounts. Administer and optimize Microsoft 365 services including Exchange Online, SharePoint Online, OneDrive, Teams, and Entra ID (Azure AD). Implement and support Intune Endpoint Manager, Conditional Access, and other identity governance and device compliance tools. Act as Tier 3 escalation for infrastructure and network issues, both during and outside business hours—including security events requiring immediate response. Support and monitor Proofpoint Email Security, working closely with the Security & Compliance team to investigate threats and mitigate phishing attempts. Perform log analysis across platforms such as Azure Monitor, Sentinel, Defender, and Proofpoint to assist in incident triage and root cause investigations. Manage on-site network infrastructure, including switch and firewall configuration (Cisco), VLANs, wireless, and site connectivity. Troubleshoot complex network issues at the packet level using tools like Wireshark and perform physical diagnostics and hardware replacements as needed. Assist in the administration of Linux-based VMs (RHEL) and cloud workloads in Azure and AWS environments. Lead infrastructure automation and scripting efforts using PowerShell Bicep and Bash to improve operational efficiency and reduce manual overhead. Contribute to post-incident reviews and work with security teams on continuous improvement of system hardening and defense-in-depth. Partner with Help Desk, Security, and Engineering teams to deliver reliable, secure IT services and infrastructure. Maintain documentation of infrastructure configuration, network diagrams, and operational runbooks. Participate in on-call rotation for high-impact or after-hours infrastructure and security events. Technical Requirements: Cloud & Microsoft Stack: Deep expertise with Microsoft Azure (IaaS/PaaS networking, compute, NSG, Private DNS, VPN Gateway, etc.) Strong working knowledge of Microsoft 365 (Exchange, SharePoint, Teams, OneDrive, Entra ID) Skilled in managing Conditional Access, SSO integrations, Intune/Endpoint Manager Familiarity with Azure Sentinel, Defender for Endpoint, and related log sources Experience with PowerShell scripting for automation and policy enforcement Networking & On-Site Support: Proficient with TCP/IP, DNS, DHCP, VLANs, and firewall configurations Hands-on experience with Cisco Meraki network gear Experience with Wi-Fi and wireless controllers (Cisco) Ability to physically troubleshoot network and device issues at HQ and warehouse locations Security & Monitoring: Experience with Proofpoint, Netskope, or other email/security platforms is a plus Able to respond to security events and perform first-level analysis on alerts/logs Comfortable correlating logs across Microsoft and third-party platforms Linux & Automation: Admin-level knowledge of Linux servers (basic patching, log review, networking) Ability to write and troubleshoot Bash and PowerShell scripts Familiarity with Git and Infrastructure-as-Code concepts is a plus Preferred Skills & Tools: Microsoft certifications (AZ-104, MS-102, SC-200, SC-300, etc.) Experience in a multi-cloud environment (Azure + AWS) Familiarity with eCommerce or SaaS operations Jira, Confluence, and ITSM platform experience Education & Experience: Bachelor’s degree in Computer Science, Information Technology, or related field Minimum of 8+ years in IT infrastructure roles, with 3+ years in a senior or lead position Demonstrated ability to manage complex hybrid environments with a cloud-first mindset Work Environment & Requirements: Hybrid work model with on-site presence required for physical troubleshooting (Philadelphia HQ and Sharon Hill locations) Must be available for after-hours incident support, including nights/weekends as needed Ability to rack equipment, manage cabling, and support physical installs as needed 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

Design, develop, and operationalize ML models and pipelines for real-time AI decision-making in healthcare and emergency response. | Minimum 2+ years in ML/AI roles, proficiency in Python, ML frameworks, cloud workflows, and experience deploying models into production. | 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. About the Role Medical Guardian is building a next generation Intelligent Orchestration Engine (IOE), a real-time AI platform that powers proactive engagement, personalization, emergency response intelligence, and member safety. We are seeking a highly capable Machine Learning Engineer to design, build, and operationalize ML models and pipelines that drive intelligent decisioning across the MG ecosystem. This role will collaborate with Data Science, Engineering, Product, and our AI partners to bring predictive and generative capabilities into production at scale. You will play a core engineering role in shaping the intelligence layer behind Nexus, Engage360, caregiver insights, emergency workflows, and member engagement. Key Responsibilities 1. Model Development & ML Engineering Build, train, and optimize models for predictions such as churn, fall risk signals, emergency intent classification, and behavioral patterns. Implement NLP, embeddings, and LLM-based workflows for contextual understanding of transcripts, messages, and voice interactions. Develop real-time scoring services integrated with Azure Event Hub, Service Bus, and IOE rule engines. Design reusable, modular components for feature engineering, experimentation, and inference. 2. ML Ops & Deployment Build automated training, retraining, and evaluation pipelines in Databricks / Azure ML / Python. Develop CI/CD workflows for model deployment using Azure DevOps / GitHub Actions. Create scalable inference endpoints using Azure Functions, Container Apps, or APIM. Implement monitoring for model drift, data quality, and performance degradation. 3. Data Engineering for ML Work closely with Data Engineering to design robust data pipelines. Build feature stores, feature pipelines, and data transformations optimized for machine learning. Ensure traceability, reproducibility, and well documented data assets. 4. RealcTime Orchestration & Automation Integrate ML outputs into real-time orchestration flows. Contribute to the IOE decisionctree, scoring logic, and step orchestration. Build ML-driven triggers for automated campaigns, safety alerts, and proactive outreach. 5. Collaboration & Strategy Work with the Director of Data Science to define the ML roadmap for IOE. Partner with Product for personalization, engagement, and predictive feature development. Coordinate with Engineering to deliver API endpoints, event triggers, and user facing functionality. Contribute to documentation, experimentation logs, governance, and compliance. Required Qualifications 2+ years of experience in Machine Learning, AI Engineering, or similar roles. Strong proficiency in Python, ML frameworks (scikit-learn, PyTorch, TensorFlow), and data libraries. Hands-on experience with cloud ML workflows (Azure preferred). Strong engineering fundamentals: APIs, containers, CI/CD, and distributed systems. Experience building and deploying models into production (batch + real-time). Understanding of NLP, embeddings, and LLM-based workflows. Candidates must be authorized to work in the United States without current or future need for visa sponsorship. Must have the ability to work from our Philadelphia office on Tuesdays and Wednesdays. Preferred Skills Experience with Azure ML, Databricks, Delta Lake, Event Hub, Function Apps. Experience integrating ML with automation systems (n8n, Logic Apps, Make.com). Strong background in data quality, monitoring, and model governance. Experience working with healthcare, IoT, or emergency response data. Knowledge of prompt engineering, vector databases, or agentic AI workflows. What You’ll Impact This role directly affects: Proactive emergency response Personalized care pathways Member safety predictions Engagement effectiveness Automated decision making The intelligence behind the future of Medical Guardian’s platform You will help build the AI brain of the company. 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 data science, analytics, and automation initiatives to improve business outcomes and operational efficiency. | Extensive experience in data science, ML, automation, leadership skills, and familiarity with cloud and AI tools. | 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. About the Role We are seeking a highly strategic and execution-focused Director of Data Science, Analytics and Automation to lead our data intelligence, machine learning, reporting, and automation ecosystem. This role will own the full lifecycle of data-driven decisioning, from ML model development to real time reporting to process automation using tools like n8n, Make.com, Azure Functions, and vibe-coding frameworks. You will oversee a multidisciplinary team spanning Data Science, Analytics Engineering, Automation Engineering, and ML Ops. You will partner closely with Engineering, Product, Operations, and Executive Leadership to build scalable, intelligent capabilities that directly improve business outcomes, drive automation, and enable AI powered experiences across the organization. Key Responsibilities 1. Data Science & Machine Learning Lead end to end development of predictive models, personalization engines, risk scoring, forecasting, and optimization frameworks. Oversee ML architecture, feature stores, pipelines, model retraining, validation, monitoring, and governance. Implement production grade ML Ops aligned with real time decisioning layers (Azure, Databricks, event-driven triggers, IOE). Build a roadmap for intelligent automation and generative AI powered capabilities. 2. Analytics, Reporting & BI Own the reporting and analytics stack across the company (Power BI, Snowflake, Databricks, APIs, data ingestion). Deliver executive dashboards, operational reporting, forecasting tools, and KPI measurement frameworks. Partner with Data Engineering to define data models, semantic layers, governance, quality checks, and observability. 3. Automation & Workflow Orchestration Lead design and deployment of automation initiatives using n8n, Make.com, Azure Logic Apps, Zapier, and custom Python workflows. Automate high value internal workflows across Operations, Care, Sales, Finance, and Engineering. Implement "vibe coding" automations, lightweight, rapid build, human in the loop AI automations that accelerate internal productivity. Drive adoption of event driven and AI-assisted process automation frameworks. 4. Leadership & Strategy Build and mentor a high-performing team of data scientists, ML engineers, BI analysts, and automation developers. Establish standards for experimentation, documentation, reproducibility, and operational excellence. Own the cross-company AI/automation roadmap, prioritization, resource planning, and execution. An advisor to executives on data strategy, AI capabilities, automation opportunities, and business impact. Qualifications 8+ years of experience in Data Science, ML, Analytics, or Automation roles, with at least 4+ years in leadership. Expertise in ML frameworks (Python, sklearn, PyTorch/TF, Databricks ML), modern BI environments, and automation tools (n8n, Make.com, Logic Apps, Airflow). Strong understanding of cloud ecosystems, Azure preferred (Event Hub, Service Bus, Functions, Databricks, APIM). Experience building automation and AI-powered workflows across operational departments. Proven record of owning a multi discipline team and delivering measurable business results. Excellent communication, stakeholder management, and executive facing leadership skills. Experience with generative AI, LLM integration, agentic workflows, or orchestration platforms. Strong understanding of data governance, compliance, security, and ML monitoring. Domain experience in healthcare, insurance, IoT, or consumer products is a plus Candidates must be authorized to work in the United States without current or future need for visa sponsorship. Must have the ability to work from our Philadelphia office on Tuesdays and Wednesdays. 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

Leading data science, automation, and analytics initiatives to improve business outcomes. | Extensive experience in data science, ML, automation, and leadership, with cloud and healthcare domain knowledge preferred. | 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. About the Role We are seeking a highly strategic and execution-focused Director of Data Science and AI Automation to lead our data intelligence, machine learning, reporting, and automation ecosystem. This role will own the full lifecycle of data-driven decisioning, from ML model development to real time reporting to process automation using tools like n8n, Make.com, Azure Functions, and vibe-coding frameworks. You will oversee a multidisciplinary team spanning Data Science, Analytics Engineering, Automation Engineering, and ML Ops. You will partner closely with Engineering, Product, Operations, and Executive Leadership to build scalable, intelligent capabilities that directly improve business outcomes, drive automation, and enable AI powered experiences across the organization. Key Responsibilities 1. Data Science & Machine Learning • Lead end to end development of predictive models, personalization engines, risk scoring, forecasting, and optimization frameworks. • Oversee ML architecture, feature stores, pipelines, model retraining, validation, monitoring, and governance. • Implement production grade ML Ops aligned with real time decisioning layers (Azure, Databricks, event-driven triggers, IOE). • Build a roadmap for intelligent automation and generative AI powered capabilities. 2. Analytics, Reporting & BI • Own the reporting and analytics stack across the company (Power BI, Snowflake, Databricks, APIs, data ingestion). • Deliver executive dashboards, operational reporting, forecasting tools, and KPI measurement frameworks. • Partner with Data Engineering to define data models, semantic layers, governance, quality checks, and observability. 3. Automation & Workflow Orchestration • Lead design and deployment of automation initiatives using n8n, Make.com, Azure Logic Apps, Zapier, and custom Python workflows. • Automate high value internal workflows across Operations, Care, Sales, Finance, and Engineering. • Implement "vibe coding" automations, lightweight, rapid build, human in the loop AI automations that accelerate internal productivity. • Drive adoption of event driven and AI-assisted process automation frameworks. 4. Leadership & Strategy • Build and mentor a high-performing team of data scientists, ML engineers, BI analysts, and automation developers. • Establish standards for experimentation, documentation, reproducibility, and operational excellence. • Own the cross-company AI/automation roadmap, prioritization, resource planning, and execution. • An advisor to executives on data strategy, AI capabilities, automation opportunities, and business impact. Qualifications • 8+ years of experience in Data Science, ML, Analytics, or Automation roles, with at least 4+ years in leadership. • Expertise in ML frameworks (Python, sklearn, PyTorch/TF, Databricks ML), modern BI environments, and automation tools (n8n, Make.com, Logic Apps, Airflow). • Strong understanding of cloud ecosystems, Azure preferred (Event Hub, Service Bus, Functions, Databricks, APIM). • Experience building automation and AI-powered workflows across operational departments. • Proven record of owning a multi discipline team and delivering measurable business results. • Excellent communication, stakeholder management, and executive facing leadership skills. • Experience with generative AI, LLM integration, agentic workflows, or orchestration platforms. • Strong understanding of data governance, compliance, security, and ML monitoring. • Domain experience in healthcare, insurance, IoT, or consumer products is a plus • Candidates must be authorized to work in the United States without current or future need for visa sponsorship. • Must have the ability to work from our Philadelphia office on Tuesdays and Wednesdays. • 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 the strategy, design, execution, and optimization of multi-channel member engagement campaigns using automation and AI to drive adoption and health outcomes. | 3+ years in product management focused on member engagement, experience with marketing automation platforms, strong behavioral science knowledge, analytical skills, and cross-functional Agile collaboration. | 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. Role Overview: We're looking for a creative and strategic Product Manager, Member Engagement to own the roadmap and execution of end-to-end engagement campaigns that leverage automation, AI, and behavior design to truly revolutionize how members interact with our solutions. In this role, you’ll lead the development and optimization of intelligent, multi-channel engagement journeys that drive clinical adherence, product engagement, behavior change, and real member value. You’ll be responsible for defining the engagement strategy, designing and testing campaigns, managing the engagement platform, and measuring performance—while continuously evolving the experience based on data and feedback. Key Responsibilities: Strategy & Roadmap Define and own the roadmap for all member engagement initiatives. Perform market, trend, and competitor analysis to identify innovation opportunities. Develop and iterate on strategies that drive adoption, sustained interaction, and health outcomes. Campaign Design & Optimization Design and test behaviorally informed campaigns that guide members through key engagement touchpoints. Leverage automation and AI to deliver personalized, timely, and relevant communications across channels. Use A/B testing, user feedback, and behavioral data to improve engagement rates and outcomes. Platform Ownership & Orchestration Oversee administration and optimization of the member engagement platform. Manage orchestration of campaigns across touchpoints (e.g., SMS, email, in-app, phone, etc.). Partner with CX, marketing, and clinical teams to ensure coordinated messaging and impact. Data, Insights & Impact Define and monitor KPIs related to engagement, campaign effectiveness, behavioral outcomes, and ROI. Translate insights into action, refining strategies and messaging to better serve member needs. Drive adoption and utilization of new features and engagement experiences. Innovation & Leadership Pioneer new ways of interacting with members through emerging channels and technologies. Serve as a thought leader on behavior change, engagement science, and digital member experience. Collaborate cross-functionally to embed engagement thinking across all areas of the business. Qualifications: 3+ years of experience in a Product Manager role focused on member/user engagement. Proven success developing and launching 0-to-1 engagement products or campaigns with high adoption. Strong understanding of behavioral science, digital communications, and engagement design principles. Hands-on experience with engagement or marketing automation platforms (e.g., Salesforce Marketing Cloud, Iterable, Braze, etc.). Analytical mindset with a strong command of engagement KPIs, A/B testing, and user research. Experience working with cross-functional teams in Agile or Scrum environments. Excellent communication and organizational skills; detail-oriented and impact-focused. Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future. What You Bring: A passion for transforming the way people connect with digital health solutions. A strong point of view on how to design and scale engagement that actually works. A test-learn-optimize mindset grounded in empathy and behavioral insight. A creative and data-driven approach to problem solving. A track record of making measurable impact 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 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!

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