Director, Member Experience & Engagement

Medical Guardian; Philadelphia (Philadelphia County); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

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

Job summary

A health and safety innovation company based in Philadelphia is seeking a Senior Manager of Member Experience. The role involves leading proactive member engagement strategies to enhance member satisfaction and retention. You will drive service excellence, manage outreach campaigns, and improve internal workflows. Ideal candidates have over 5 years of relevant leadership experience, strong operational skills, and a passion for delivering outstanding member experiences.

Qualifications

• 5+ years of experience in a member experience or customer operations leadership role.
• Experience managing proactive outbound campaign strategy in a service-oriented environment.
• Ability to influence and collaborate across levels.

Responsibilities

• Create and maintain member journey maps for strategy improvement.
• Partner with Marketing to align outbound messaging.
• Manage and coach an outbound member services team.

Skills

Leadership in member experience

Operational excellence

Interpersonal and communication skills

CRM tools proficiency

Tools

Salesforce

Twilio

Five9

Job description

A health and safety innovation company based in Philadelphia is seeking a Senior Manager of Member Experience. The role involves leading proactive member engagement strategies to enhance member satisfaction and retention. You will drive service excellence, manage outreach campaigns, and improve internal workflows. Ideal candidates have over 5 years of relevant leadership experience, strong operational skills, and a passion for delivering outstanding member experiences.