Note: The job is a remote job and is open to candidates in USA. Medical Guardian is a fast-growing digital health and safety company on a mission to help people live a life without limits. They are seeking a highly driven, analytical, and operationally focused Manager, Monitoring Operations & Quality to oversee the performance and continuous improvement of their monitoring center operations, ensuring exceptional service for their members.
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
Skills
- 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
- 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
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
Company Overview