Head of Member Experience

About the Role

Guardian Service is searching for a Head of Member Experience to establish and expand a premier member experience division. This leadership opportunity focuses on transforming a startup-style service function into a structured, scalable unit poised for over tenfold growth, while maintaining superior service quality.

Key Responsibilities

• Design, implement, and refine an operating model to grow the Member Experience organization in tandem with business expansion.
• Develop the structural and staffing frameworks, including leadership tiers, to meet demands of rapid scaling.
• Recruit and nurture a team of managers and frontline leaders, emphasizing coaching and retention.
• Create comprehensive onboarding, training, and career development systems to empower staff to deliver exceptional member service consistently.
• Champion a culture rooted in accountability, urgency, customer focus, and continuous enhancement.
• Manage daily operational activities ensuring adherence to service levels, productivity benchmarks, and customer satisfaction metrics.
• Implement operational routines encompassing queue control, workforce forecasting, SLA enforcement, quality checks, and performance monitoring.
• Standardize procedures, workflows, and documentation to enhance consistency and reduce errors.
• Develop evaluation tools and performance dashboards to provide visibility and data-driven management insights.
• Drive process improvements that boost efficiency without compromising member experience quality.
• Ensure every member interaction exemplifies responsive, accurate, empathetic, and anticipatory service aligned with company values.
• Create scalable service recovery methods to transform issues into opportunities for trust and loyalty building.
• Detect and mitigate operational friction points to smooth the member journey and elevate service standards.
• Collaborate with Technology to integrate AI, automation, and process innovations improving both member and employee experiences.
• Translate frontline challenges into scalable technical and procedural enhancements.
• Lead change management initiatives to ensure successful adoption of new technologies.

Qualifications

• Proven track record leading and expanding customer service or related operations amid high growth phases.
• Strong operational expertise in team building, process creation, and management systems development.
• Experience with workforce management, quality assurance, capacity planning, and forecasting.
• Ability to convert operational data into effective daily management practices and measurable outcomes.
• Skilled in coaching and developing leadership teams to maintain high performance levels.
• Demonstrated balance of operational rigor with outstanding customer/member experience focus.
• Comfortable leveraging AI and automation technologies to enhance operations while ensuring human-centered service.
• Thrives in dynamic, fast-growth environments requiring the establishment and scaling of new capabilities.
• Collaborative mindset with strong problem-solving skills.

Preferred Experience

• Background in regulated and service-intensive sectors such as insurance, finance, or healthcare.
• Experience evolving service teams from founder-led startups to mature operating models.
• Familiarity with platforms like Salesforce, Talkdesk, or other CRM and workforce management tools.
• Proven ability to implement automation or AI to boost operational efficiency and customer satisfaction.
• Successful track record improving first-contact resolution, retention, service quality, and cost efficiency.
• Expertise in driving organizational change while sustaining employee engagement and productivity.

Why Join Guardian Service?

• Own a mission-critical function directly impacting member trust, retention, referrals, and scaling efforts.
• Opportunity to architect and scale a foundational service model and team structure for future growth stages.
• Leverage company investments in technology, AI, automation, and data analytics to transform the insurance service experience.
• Engage with senior leadership on strategic priorities in a high-visibility role.
• Be part of a rapidly expanding national company with extraordinary monthly growth rates.
• Work within a culture of high standards, strong accountability, practical problem-solving, and commitment.

Compensation and Benefits

Competitive salary commensurate with experience. Comprehensive benefits include health, medical, vision coverage, 401(k) matching, flexible paid time off, and phone reimbursement. Additional supports include flexible time off, bi-annual Relax & Recharge bonuses, learning stipends, and charitable contribution matching.

Equal Opportunity

All applicants will be evaluated without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or other discriminatory factors. Note that immigration sponsorship is not provided for this position. Employment offers are conditional on successful background verification.