[Hiring] Head of Member Experience @Guardian Service

Role Description

Guardian Service is hiring a Head of Member Experience to build and scale a best-in-class member experience organization. This is a builder-operator role for a leader who thrives on creating operational excellence. As Guardian Service continues its rapid growth, this leader will transform today's entrepreneurial servicing function into a disciplined, scalable organization capable of supporting 10x+ growth while delivering an exceptional member experience.

Success in this role is defined by execution. You'll build the operating systems, management routines, team structure, service standards, and performance culture that enable our Member Experience organization to scale without sacrificing quality, speed, or empathy.

Working cross-functionally with leaders across Technology, Sales, and Operations, you'll leverage AI, automation, and process improvements to create a more efficient operation while ensuring every member interaction reinforces Guardian Service's commitment to exceptional service.

Your Day-to-Day:

• Build, implement, and continuously improve the operating model for the Member Experience organization, ensuring it scales efficiently alongside the business.
• Develop the organizational structure, staffing model, and leadership layers required to support rapid growth.
• Recruit, develop, coach, and retain high-performing managers and frontline leaders.
• Build onboarding, training, coaching, and career development programs that enable employees to consistently deliver exceptional service.
• Foster a culture of ownership, accountability, urgency, continuous improvement, and member obsession.
• Own the day-to-day operations of the Member Experience organization, ensuring service levels, productivity, quality, and member satisfaction consistently meet expectations.
• Establish operating rhythms including queue management, capacity planning, workforce forecasting, SLA monitoring, quality assurance, performance reviews, and operational reporting.
• Standardize workflows, playbooks, documentation, and operating procedures that improve consistency while reducing errors and rework.
• Build scorecards and performance metrics that provide visibility into operational health and enable data-driven decision making.
• Continuously evaluate operational performance and implement improvements that increase efficiency without compromising the member experience.
• Ensure every member interaction reflects Guardian Service's commitment to responsive, accurate, empathetic, and proactive service.
• Build scalable service recovery processes that turn challenging member situations into opportunities to strengthen trust and loyalty.
• Identify operational friction points and implement solutions that simplify the member journey and improve service quality.
• Establish quality standards and coaching routines that reinforce consistency across every member interaction.
• Partner closely with the Technology team to implement AI, automation, and workflow improvements that enhance both the member and employee experience.
• Translate frontline operational challenges into scalable technology and process improvements.
• Evaluate and implement tools that improve operational efficiency, team productivity, and service quality.
• Ensure new technologies are successfully adopted by the organization through effective change management, training, and operational execution.

Qualifications

• You have successfully led and scaled a customer service, member experience, client operations, contact center, or service operations organization through periods of significant growth.
• You are an exceptional operator who enjoys building teams, processes, and operating systems that scale.
• You have deep experience with workforce management, service operations, quality assurance, staffing models, training, forecasting, and capacity planning.
• You know how to translate operational KPIs into daily management routines, coaching, accountability, and measurable business results.
• You have successfully built and developed managers and leadership teams that consistently deliver high levels of performance.
• You balance operational excellence with an outstanding member experience, recognizing that both are critical to long-term success.
• You embrace technology and understand how AI and automation can improve operations while keeping people at the center of the experience.
• You thrive in fast-paced, high-growth environments where building and operationalizing new capabilities is part of the job.
• You are collaborative, pragmatic, and energized by solving complex operational challenges.
• Experience in insurance, financial services, healthcare, or another highly regulated, service-intensive industry.
• Experience scaling a service organization from an early-stage or founder-led environment into a more mature operating model.
• Experience with Salesforce, Talkdesk, or similar CRM, contact center, and workforce management platforms.
• Experience implementing AI, automation, or workflow improvements that increase operational efficiency and improve the customer experience.
• Experience improving first-contact resolution, service quality, member retention, operational efficiency, or cost per contact.
• Experience leading organizational change while maintaining high employee engagement and performance.

Benefits

• Competitive base salary based on experience.
• Comprehensive benefits package, including health, medical, and vision insurance.
• 401(k) match.
• Flexible PTO.
• Cell phone reimbursement.
• Flexible time off.
• Bi-annual Relax & Recharge bonus.
• Learning and development stipend.
• Charity Match program to give back to causes you care about.