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 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!