Manager, Monitoring Operations & Quality

Medical Guardian

13h

About The Position

Medical Guardian is seeking a highly driven, analytical, and operationally focused Manager, Monitoring Operations & Quality to own the performance, accountability, and continuous improvement of our monitoring center operations. This role is critical to ensuring our members receive exceptional service during some of the most important moments of their lives. The successful candidate will serve as the primary relationship owner for Medical Guardian's monitoring center partners, driving operational excellence, service quality, performance accountability, and continuous improvement across the monitoring experience. Initially, this role will focus on monitoring center performance management, vendor oversight, operational governance, and member experience optimization. As the organization continues to evolve, this leader will expand responsibilities to build and lead a Quality Assurance function responsible for quality monitoring, performance evaluation, coaching insights, and quality technology implementation across Member Experience operations. This is an ideal opportunity for a leader who thrives in fast-paced environments, enjoys solving complex operational challenges, and is passionate about building scalable processes that improve customer outcomes.

Requirements

5+ years of leadership experience with a demonstrated track record of driving operational performance improvements and delivering measurable business results.
Strong experience managing performance through metrics, data analysis, and process improvement initiatives.
Proven ability to influence cross-functional stakeholders and drive accountability across internal and external teams.
Exceptional communication, relationship management, and problem-solving skills.
Experience developing operational processes, documentation, and performance reporting frameworks.
Strong project management skills with the ability to manage multiple priorities simultaneously.
Advanced analytical capabilities with experience translating data into actionable business recommendations.

Nice To Haves

Experience managing business-critical vendor relationships and outsourced operations.
Experience within the Personal Emergency Response Systems (PERS), healthcare services, monitoring center, contact center, emergency response, or highly regulated service industries.
Experience designing, implementing, or managing Quality Assurance programs.
Experience leading customer experience, operational excellence, or continuous improvement initiatives.
Experience implementing quality monitoring, workforce management, analytics, or AI-enabled operational technologies.
Lean, Six Sigma, Quality Management, or Project Management certifications.
Successful recruitment and development of a high-performing Quality Assurance team.

Responsibilities

Serve as the primary business owner and relationship manager for Medical Guardian's monitoring center partners.
Establish, monitor, and enforce performance expectations, service levels, and operational standards with monitoring vendors.
Analyze monitoring center performance data and trends to identify opportunities for improvement and risk mitigation.
Drive continuous improvement initiatives focused on alarm handling, response times, service quality, operational efficiency, and member experience.
Conduct regular business reviews with monitoring partners and hold vendors accountable for achieving agreed-upon performance targets.
Monitor agent performance, automation effectiveness, workflows, and downstream operational processes to ensure reliable and consistent execution.
Ensure alarm monitoring protocols, operational procedures, and data management processes support ongoing compliance requirements, regulatory expectations, and business standards.
Develop, maintain, and govern standard operating procedures (SOPs) related to monitoring operations and alarm handling.
Partner cross-functionally with Operations, Technology, Product, Member Services, Training, Compliance, and Executive Leadership to ensure monitoring operations support evolving business needs.
Track, analyze, and report key operational metrics and performance indicators to stakeholders across the organization.
Provide timely communication regarding performance results, emerging risks, operational issues, outages, and service disruptions.
Lead vendor accountability efforts related to incident management, root cause analysis (RCA), corrective actions, and long-term mitigation planning.
Identify and proactively address member experience issues impacting customer retention, satisfaction, and operational effectiveness.
Monitor and evaluate member attrition trends related to monitoring experiences and partner with stakeholders to implement corrective actions.
Build, recruit, onboard, train, and lead a Quality Assurance team supporting Member Experience operations.
Design and implement scalable quality monitoring programs, evaluation frameworks, and performance review processes.
Develop quality scorecards, audit methodologies, reporting mechanisms, and coaching processes.
Partner with department leaders to establish quality standards and performance expectations across customer-facing teams.
Deliver actionable quality insights and recommendations that improve agent performance, customer outcomes, and operational consistency.
Evaluate, select, and implement quality monitoring technologies, including AI-powered quality management and analytics solutions.
Create and maintain quality documentation, workflows, templates, and governance standards.
Lead ongoing calibration efforts to ensure consistency and fairness across quality evaluations.
Establish quality metrics, reporting dashboards, and executive-level performance communication.