About this role
About the Role Head of Member Experience to build and scale a best-in-class member experience organization. This builder-operator role thrives on creating operational excellence and will transform Guardian Service's entrepreneurial servicing function into a disciplined, scalable organization capable of supporting 10x+ growth while delivering an exceptional member experience. What You'll Do
- Build & Scale the Member Experience Organization
- Build, implement, and continuously improve the operating model for the Member Experience organization, ensuring it scales efficiently alongside the business
- Develop the organizational structure, service standards, and performance culture to enable growth without sacrificing quality, speed, or empathy
- Work cross-functionally with Technology, Sales, and Operations; leverage AI, automation, and process improvements to create a more efficient operation
- Ensure every member interaction reinforces Guardian Service's commitment to exceptional service What We're Looking For
- Proven experience leading and scaling member/customer service or operations teams
- Expertise in workforce management, quality assurance, staffing, training, forecasting, and change management
- Experience building scalable operations to support rapid growth
- Familiarity with Salesforce and Talkdesk Nice to Have
- Experience applying AI and automation in customer/member experience operations (preferred)