Medical Guardian

Compensation

Full Description

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.