Sr. Manager, Member Experience

Medical Guardian•Philadelphia, PA

About The Position

Medical Guardian is seeking a passionate, experienced, and operationally-minded Sr. Manager, Member Experience to lead strategy and implementation of proactive outbound member engagement efforts to continuously elevate and optimize member experience. This leader will be instrumental in delivering best-in-class service across the member journey, managing proactive outreach campaigns, improving internal workflows, and reducing attrition in a fast-paced, membership-based health and safety environment.

Requirements

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.

Nice To Haves

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.

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.