Medical Guardian

Develop and execute social and influencer marketing strategies to drive acquisition, retention, and engagement, integrating social insights into lifecycle marketing, and managing creator programs. | 7+ years in social and influencer marketing, experience with CRM/marketing automation (preferably Salesforce), proficiency in Sprout Social, and experience building influencer programs from scratch. | 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. Medical Guardian is evolving from a traditional medical alert provider into a modern connected-care membership platform designed to support independence, proactive wellness, and caregiver confidence. This transition changes how marketing must function. Social and influencer are no longer top-of-funnel awareness channels. They are cross-funnel growth levers that drive acquisition, reinforce member value, reduce churn, and strengthen long-term engagement. This role will architect and scale the social and creator ecosystem that supports that vision. You will own the organic social presence and brand content strategy, set direction for influencer programs executed in partnership with our agency, integrate social insights into Salesforce Marketing Cloud, formalize member advocacy, and ensure every creator dollar works across the entire lifecycle. What You’ll Own: The organic social strategy and brand content ecosystem, from brand pillar development through channel execution Strategic direction and oversight of influencer and creator programs (executed in partnership with our agency) First-party audience development from social channels Integration of social insights into CRM and lifecycle marketing Attribution alignment across paid, organic, phone, and multi-touch journeys Member advocacy and amplification programs Scalable systems that turn content into cross-funnel growth assets Core Responsibilities: 1. Full-Funnel Social & Influencer Strategy Architect a social and creator strategy aligned to our evolving membership model. Design brand-to-commerce sequencing appropriate for a considered caregiver decision cycle. Balance brand investment with performance optimization, understanding that trust precedes conversion in this category. Ensure influencer and social content supports: Acquisition Consideration Conversion Retention Member value reinforcement 2. Brand & Content Strategy Define and evolve the brand’s social content pillars, establishing the voice, themes, and storytelling frameworks that guide all organic content. Own the organic content calendar and drive day-to-day content creation, curation, and publishing across all social channels. Partner closely with the Creative Director and Creative team to brief, review, and elevate social-first content, bringing brand consistency and platform fluency to every execution. Translate brand strategy and audience insights into platform-native content formats that build trust, drive engagement, and differentiate Medical Guardian. 3. First-Party Data & Audience Asset Development Develop and execute strategies to capture first-party data from social and creator programs, including: Email capture from creator content Community list building Zero-party data collection initiatives Retargeting audience asset creation Partner closely with Lifecycle and CRM teams to ensure social audiences are piped into Salesforce Marketing Cloud for segmentation, nurturing, and retention programs. 4. Influencer & Creator Program Management Partner with social agency to manage and scale a diversified creator ecosystem across macro, micro, and nano tiers, providing strategic direction, brand guardrails, and performance oversight. Structure programs that drive measurable acquisition and reinforce trust during longer decision cycles. Design cross-channel amplification strategies to maximize creator ROI. Turn creator content into reusable assets for: Paid social Lifecycle email On-site social proof Sales enablement Retention campaigns 5. Member Advocacy & Referral Amplification Formalize a structured member advocacy program. Activate existing members and caregivers as brand advocates through referral and amplification initiatives. Develop scalable systems for user-generated content and testimonial capture. Collaborate with Member Experience to embed advocacy into the lifecycle journey. Shared accountability for advocacy performance and referral-driven growth. 6. Attribution & Measurement Integration Work within a complex attribution environment, in partnership with our agency and Growth/Ops team who are building out the attribution infrastructure. This includes: Phone-driven conversions Offline conversion tracking Multi-touch journeys Assisted conversion modeling Partner with Analytics and Growth teams, as well as our agency partner to ensure influencer and social impact are properly represented in attribution conversations. 7. Social Listening & Market Intelligence Leverage social listening, competitive monitoring, and sentiment analysis through Sprout Social to: Identify brand perception trends Surface caregiver pain points Inform content and messaging strategy Identify emerging opportunity gaps 8. Performance & Optimization Own KPI reporting tied to revenue, CAC, assisted conversion contribution, engagement quality, and retention impact. Increase creative testing velocity across platforms. Continuously optimize budget allocation based on performance data. Operate lean, driving scale without unnecessary headcount expansion. Who Thrives Here Builders who want to architect systems Marketers who understand long consideration cycles and trust sequencing Operators comfortable integrating brand and performance disciplines Leaders who value first-party data over rented reach Resourceful individuals who know how to drive impact, working smart with an agency partner, internal Creative team, and Lifecycle support rather than waiting for direction Professionals who think in CAC, LTV, churn reduction, and lifetime value creation Required Experience: 7+ years in social and influencer marketing Demonstrated experience driving both acquisition and retention impact Experience operating within CRM / marketing automation ecosystems (Salesforce Marketing Cloud preferred) Strong working knowledge of multi-touch attribution in considered purchase models Experience with offline conversion tracking and call attribution environments Mandatory proficiency in Sprout Social Proven ability to build influencer programs from the ground up Experience integrating creator content into broader lifecycle marketing system Preferred Experience: Healthcare, caregiver, or aging audience marketing experience Experience formalizing referral or advocacy programs Deep understanding of trust-building in regulated or high-consideration categories Success in the First 12 Months: Influencer and social driving measurable revenue contribution Social-originated audience assets materially growing first-party database Creator content embedded into lifecycle and retention journeys Formalized member advocacy engine live and contributing to acquisition Clear attribution alignment across assisted and direct conversions Reduced dependency on algorithmic reach through owned audience growth Sprout-driven insights informing brand and messaging strategy 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

Manage marketing systems, ensure data integrity, and optimize workflows between marketing and sales. | 5+ years in marketing operations or revenue operations, experience with complex marketing platforms, and cross-functional collaboration skills. | 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. The Role: The Senior Manager, Marketing Operations is the senior hands-on operator responsible for executing, maintaining, documenting, and continuously improving Medical Guardian’s marketing operations infrastructure. Reporting to the Senior Director of Marketing Operations, you are responsible for translating strategy into reliable, repeatable execution. You will operate core marketing platforms, ensure clean and accurate data flows between marketing and sales, maintain tracking and attribution, and document how every major tool, workflow, and handoff actually functions. This role sits at the center of the member journey and at the operational seam between marketing and sales. While Sales Operations owns sales systems and rep workflows, you own the marketing side of that connection— ensuring leads, lifecycle data, attribution, and performance insights flow cleanly into Salesforce and back into reporting and optimization. A core mandate of this role is to reduce friction and labor through better systems: ensuring tools are fully utilized, workflows are documented and standardized, gaps are identified, and technology is leveraged to eliminate manual effort wherever possible. What You’ll Do: Own the Marketing → Sales Operational Connection Ensure marketing-generated leads flow cleanly, accurately, and consistently into Salesforce and through the full sales funnel Partner closely with Sales Operations to support lead routing, scoring models, lifecycle stages, and closed-loop reporting Help define, document, and enforce shared definitions for lead statuses, conversion events, and attribution touchpoints Identify and resolve data gaps, sync failures, or workflow breakdowns that impact pipeline visibility, conversion rates, or cost-per-sale reporting Support speed-to-contact and data integrity for a high-volume inside sales environment Execute & Operate Marketing Technology and Lifecycle Platforms Operate Salesforce Marketing Cloud to support lifecycle and campaign execution across email and SMS Assist in the build and maintenance of journeys, audiences, data extensions, and automations based on lifecycle strategy and campaign requirements Ensure strong QA discipline across sends, personalization logic, dynamic content, and triggered workflows Support deliverability best practices, audience governance, and suppression logic Instrument, Measure, and Document the Member Journey Partner with Sales, Member Experience, Retention, and Upsell teams to understand how members move through the business Ensure each stage of the member lifecycle (acquisition, onboarding, engagement, expansion, retention, win-back) is properly tracked and measurable Document the member journey from a systems perspective: what is tracked, where it lives, what triggers it, and what data it produces Surface gaps in tracking, automation, or process that limit visibility or operational efficiency Maintain Tracking, Analytics, and Data Integrity Own GA4 and Google Tag Manager implementations, including event configuration, conversions, QA, and governance Ensure paid media, website, CRM, and lifecycle data remain aligned and consistent Troubleshoot discrepancies across analytics platforms, Salesforce, and reporting tools Support accurate attribution and performance measurement across channels and campaigns Drive Tool Utilization, Automation, and Efficiency Audit how marketing tools and platforms are actually being used versus their full capabilities Identify underutilized features, redundant processes, or manual workflows that can be automated Build or support automations that reduce labor hours and improve speed, accuracy, and scalability Look for practical applications of automation and AI to improve output—not experimentation for its own sake Documentation & Operational Discipline Create and maintain SOPs, QA checklists, and documentation for all recurring workflows and system handoffs Maintain clear documentation of tools, integrations, data flows, and operational dependencies Ensure documentation is usable, current, and accessible—not shelfware Help reduce agency dependency by building durable internal knowledge and execution capability What We’re Looking For: Required 5+ years of hands-on experience in Marketing Operations, Revenue Operations, or a related function Experience operating complex marketing platforms in CRM-connected, revenue-driven environments Demonstrated experience documenting systems, workflows, and crossfunctional processes Strong understanding of how marketing data flows into sales systems and reporting Experience partnering cross-functionally with Sales Ops, Analytics, Lifecycle, or CX teams Proven ability to maintain tracking, automation, and data quality in live production environments GA4 and Google Tag Manager experience Salesforce Marketing Cloud experience Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future. Must be able to commute to our Philadelphia office on Tuesdays and Wednesdays Preferred Experience in subscription, membership, or high-volume inside sales businesses Familiarity with automation tools, integrations, or CRO platform 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 manage cross-functional projects from initiation to launch, ensuring alignment with organizational goals and technical requirements. | Extensive experience in project management, understanding of enterprise systems, and strong communication skills are required, with a preference for certifications like PMP or Agile. | 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. Job Overview: We are seeking a Project Manager who can bridge business strategy with technology execution. This role requires strong end-to-end process flow ownership, advanced technical requirements gathering, and the ability to strategically align projects with organizational goals. The ideal candidate will be hands-on with tools and systems, able to connect technical details to business outcomes, and skilled in leading cross-functional teams through complex agile project lifecycles. Key Responsibilities: Lead projects from initiation to launch, ensuring scope, timelines, and budgets are achieved. Identify and track ROI of a project, highlighting and cautioning against decisions or situations that may impact the value of the overall deliverable. Map and optimize end-to-end business and technical process flows, identifying gaps and improvements. Develop comprehensive project plans that integrate dependencies across IT, Operations, Member Experience, Product, and more. Make informed, effective decisions when presented with multiple options to ensure project progression. Partner with business analysts, engineers, and architects to gather and translate technical requirements into actionable project tasks. Ensure system integrations are designed, documented, and tested properly. Oversee UAT planning and execution, ensuring scenarios simulate real-world environments. Act as the bridge between technical teams and executive leadership, simplifying complex concepts for non-technical audiences. Anticipate risks, dependencies, and bottlenecks; proactively recommend mitigation strategies. Align all deliverables with broader business strategy, customer experience goals, and compliance needs. Drive sprint planning, backlog grooming, and reporting using tools such as Jira, Confluence, Asana, and Excel. Promote best practices in Agile/Scrum while balancing flexibility for project-specific needs. Ensure clear and consistent documentation of technical workflows and decisions. Requirements: Experience: 5+ years in project management, with at least 2–3 years in a technical project manager or systems-focused role. Technical Skills: Strong understanding of enterprise systems (CRM, ERP, WMS, APIs, IoT platforms) and ability to interpret technical architecture diagrams and data flows. Education: Bachelor’s degree in Business, Information Systems, or related field. PMP, CSM, Agile or equivalent certification is a plus. Core Competencies: Strong requirements gathering and documentation skills. Ability to think strategically while executing tactically. Skilled in cross-functional leadership, particularly across IT, Operations, Member Experience and Product teams. Excellent communication skills with both technical and business stakeholders. Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future. Performance Expectations: Set clear timelines and ensure that all project milestones are met on time. Deliver projects with minimal defects, strong adoption, and measurable business value. Maintain detailed process documentation that can be leveraged for future enhancements. Proactively identify and solve system or process inefficiencies. Consistently demonstrate strategic foresight while driving day-to-day execution 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

Assist members with product, billing, and account inquiries, providing troubleshooting and support. | Requires 2+ years of member service experience, proficiency with computers, and excellent communication skills. | At Medical Guardian, we empower our members to live a life without limits. We do this by offering best-in-class service for members who own our medical alert devices. As a Member Support Specialist, you will play a critical role by working directly with our members and their loved ones. We guide them through product activations, troubleshooting, billing, and much more. We do this within a supportive and friendly team environment, which reflects Medical Guardian’s award-winning company culture. This role offers our members peace of mind, security, and confidence, and sometimes your work will save lives. Because of this, we take pride in helping to protect our members, and we are dedicated to the Medical Guardian mission. If this sounds like the right fit for you, please read on to learn more. Compensation: $17 per hour For this role: We are seeking experienced member service professionals and those who are caring and compassionate to join our team. Equipment is provided. Permanent residency in one of the following states is required: AZ, DE, FL, GA, KY, KS, MA, MD, MI, NJ, OH, PA, SC, ID, IL, NC, TN, WV, and TX only. Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future. Start Date: MONDAY, March 16th Paid Time Off available after 60 days. Please commit to perfect attendance during the first 60 days. A dedicated private workspace with appropriate internet speed to effectively work from a home setting is required for this role. Key Duties and Responsibilities: Answer incoming telephone calls from members and/or caregivers needing assistance with their order, product, billing and/or other account services. Guide callers through troubleshooting, navigating the company site or effectively using the products or services. Maintain superior knowledge of Medical Guardian products, services and billing practices to ensure that information communicated to the member is accurate and complete. Perform account updates as needed and thoroughly document conversations to keep member records complete and current. De-escalate situations involving dissatisfied members; research issues and offer solutions to resolve problems. Be a company brand ambassador, promoting the value of additional products and services during service calls. This includes selling add-ons to existing members. Display positive attitude while communicating with all internal and external members; collaborate with team members to improve the member experience. Meet personal/team qualitative and quantitative performance objectives. Perform other duties and responsibilities as assigned. Desired Experience: 2+ years previous member service call center or member-facing experience desired Required Skills: Associate or bachelor’s degree (preferred); high school diploma required Computer proficient with the ability to multi-task Professional, enthusiastic and kind with a passion for serving Effective active listening skills with ability to probe to ensure appropriate resolution Strong communication, organization and time-management skills Health Care Plan (Medical, Dental & Vision) Paid Time Off (Vacation & Public Holidays) Short Term & Long Term Disability Retirement Plan (401k)

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