Senior Manager, Member Experience

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

Overview

Medical Guardian is a fast-growing digital health and safety company on a mission to help people live a life without limits. We support over 625,000 members nationwide with life-saving emergency response systems and remote patient monitoring solutions. We are trusted by families, healthcare providers, and care managers, and our work is powered by a culture of innovation, compassion, and purpose.

Position: Senior Manager of Member Experience. This role is responsible for leading strategy and implementation of proactive outbound member engagement to elevate and optimize the member experience. The leader will drive best-in-class service across the member journey, manage proactive outreach campaigns, improve internal workflows, and reduce attrition in a fast-paced, membership-based health and safety environment.

Responsibilities

• Operational Excellence & Process Design
  • Create and maintain member journey maps to drive decision making and strategy for 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 improve member satisfaction and loyalty
  • Collaborate with cross-functional teams (Product, Tech, PMO) to plan and implement projects that impact the member experience
• 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 across digital, paper, training, IVA, email and SMS
• Project Leadership
  • Serve as the operational lead on member experience projects—from new tool implementations to revised outreach strategies—ensuring success criteria are 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) and lead data-informed decisions
  • Develop insights from member feedback, call audits, and CRM data to inform continuous improvement strategies
• 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 gold-standard member experience, including call quality, empathy, compliance, and follow-up

Qualifications

• 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 models preferred)
• Strong operational skillset with proven 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; ability to influence and collaborate across levels
• 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

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

Benefits

• 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

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Business Development and Sales
• Industries: Non-profit Organizations and Primary and Secondary Education

Philadelphia, PA