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Medical Guardian · 1 day ago

Senior Manager, Member Experience

Philadelphia, PA

Full-time

Onsite

Senior Level

5+ years exp

Medical Guardian is a fast-growing digital health and safety company dedicated to helping people live confidently and independently. They are seeking a Senior Manager of Member Experience to lead proactive engagement strategies, optimize member satisfaction, and manage campaigns in a membership-based environment.

Consumer ElectronicsHealth CareMedical

Growth Opportunities

No H1B

Responsibilities

Create and maintain robust member journey map(s) to be used to drive decision making and strategy for member experience improvement and attrition reduction campaigns

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

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

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

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

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

Qualification

Member experience leadershipCampaign managementOperational excellenceCRM tools proficiencyCross-functional project leadershipData-informed decision makingCommunication skillsTeam leadership

Required

5+ years of experience in a member experience, customer experience, or customer operations leadership role

Proven track record managing proactive outbound campaign strategy 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

Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future