Medical Guardian

Operations

• Monitor and update daily reports for order shipments, device activations, and workflow status.
• Identify and document issues affecting order accuracy or Member experience; escalate to the appropriate teams for resolution. This will require as-needed travel to our Sharon Hill, PA warehouse for device troubleshooting.
• Support the coordination of bulk partner orders, verifying details for accuracy and timeliness.
• Ensure all processes are executed within established SLAs and compliance guidelines.
• Assist with resolving open cases and updating records in internal systems.
• Collaborate with warehouse, fulfillment, and customer service teams to address operational questions and keep workflows moving.
• Participate in testing and feedback for new tools, processes, and system updates.
• Provide support for key operational areas, such as partner billing or device tracking, when team members are out.

Operations Lead Specialist

Customer Retention Specialist

• Handle inbound and outbound calls every day with urgency, care and expertise.
• Empathize with clients, helping them resolve outstanding issues and renegotiates the terms of their agreement as a critical part of successful performance.
• Works to retain existing customer base by using active listening empathy and assuming ownership through inbound emails, phone calls and handle relevant issues to prevent voluntary disconnect requests.
• Execute, monitor, and coordinate repricing for designated customers in the existing customer base.
• Communicate clearly in both oral and written form.
• Identify and assess customers' needs to achieve satisfaction Make independent decisions to resolve customer issues and concerns with strong problem solving; Provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Demonstrated ability to consistently achieve sales targets.
• Excellent time management skills.
• Ability to handle multiple tasks with strong attention to detail.

Retention Specialist

Administration

• - Administer and support the technical configuration, performance, and integrations of multiple business platforms (ERP, CRM, and document management and other enterprise solutions.
• - Perform advanced SQL Server administration: develop and maintain stored procedures, optimize query and system performance, manage data structures, and troubleshoot database-level issues.
• - Design, monitor and maintain system data flows and integrations, ensuring accuracy across platforms, APIs and middleware connections.
• - Conduct root-cause analysis of technical issues, collaborating with vendors and internal stakeholders to deliver long-term solutions.
• - Manage vendor relationships for supported platforms (currently Bold Group), handle escalated tickets, and coordinate recurring vendor review sessions platform performance, integrations, and infrastructure.
• - Partner with relevant cross-functional teams to ensure operational efficiency and reliability of business-critical applications.
• - Support IT leadership with system upgrades, security patches, and platform enhancements.
• - Create and maintain technical documentation, integration diagrams, data dictionaries, and runbooks for internal use.
• - Provide knowledge transfer and technical training for internal IT/admin staff on new features, integrations, or configurations.
• - Provide after-hours or on-call support during critical system events focusing on uptime and data flow continuity.

Platform Administrator

Frontend Engineer

• Take ownership of the frontend development of our WordPress website
• Design and build AI-powered applications
• Develop cross-platform or native applications for iOS and Android
• Integrate BLE and LTE-enabled device communication into mobile applications
• Translate creative briefs and mockups into responsive, modern, accessible web experiences
• Work with backend developers to connect UI elements with APIs
• Optimize website performance for speed and SEO
• Implement marketing tracking and analytics tools
• Build intelligent user interfaces
• Help A/B test designs for optimization
• Stay up to date with design trends, UX best practices, and emerging technologies

Front-End Developer

Account Executive

• - Handle inbound and outbound sales calls every day with urgency, care and expertise in order to convert potential customers into subscribers.
• - Properly utilize the provided hardware and software such as laptops, headsets, Salesforce CRM, Microsoft applications, and Five9 adapter to properly document sales calls and activities.
• - Generously listen, seek solutions, establish value, make a strong recommendation, and overcome objections as part of every sales process to achieve sales goals and best protect our customers.
• - Exhibit a high standard of personal and professional ethics while simultaneously achieving excellent results and performing to levels of reward, recognition, and promotion.
• - Enact a strong work ethic to complete or exceed handling of least 75 Sales calls in an 8.5 hour shift.
• - Flexibility to work weekends, evenings, and holidays as required.

Sales Representative

• Oversee and support execution of operational processes including order fulfillment and device activation
• Manage, track, and report on daily and weekly operational dashboards related to shipments, activations, and workflow performance
• Investigate, document, and escalate issues impacting member experience and operations; travel to Sharon Hill warehouse as needed for troubleshooting
• Oversee and coordinate bulk partner orders ensuring accuracy and compliance with service expectations
• Ensure processes comply with established SLAs and compliance guidelines
• Support operations team case management, ticket resolution, and process follow-ups
• Partner with IT, Customer Experience, Fulfillment, and Product to troubleshoot technical issues and implement solutions
• Serve as subject matter expert for operational systems and processes and assist with UAT for product releases and system enhancements
• Provide redundancy support for key operational areas including partner billing to ensure business continuity

Operations Lead

Hardware Engineer

• Serve as subject matter expert (SME) for PERS, RPM, and senior living hardware devices
• Provide technical expertise to internal teams, vendors, and partners regarding device functionality, integration, and performance
• Maintain documentation of hardware specifications, configurations, test results, and performance data
• Design and execute test plans for new hardware and firmware releases
• Perform verification and validation activities to ensure compliance with technical, quality, and regulatory standards (UL, FCC, FDA if applicable)
• Support pilot programs and field trials and ensure devices meet performance expectations before rollout
• Monitor and analyze device KPIs (failure rates, battery life, connectivity stability, false alarms, repair/replacement rates)
• Conduct root cause analysis of recurring or high-priority field issues and implement corrective/preventive actions
• Partner with Operations, Customer Support, and Quality to resolve member-reported issues efficiently
• Recommend hardware and process improvements based on field data and performance metrics
• Collaborate with Product and Engineering teams to support new device development, testing, and launch readiness
• Inspect inventory, test returns, and validate corrective actions at Sharon Hill warehouse as needed

Art Director

• Lead and mentor a multidisciplinary creative team.
• Translate design systems into scalable playbooks for campaigns, lifecycle, product, and membership launches.
• Build repeatable creative delivery processes (templates, QA, intake flows) that improve velocity and quality.
• Design high-performing experiences across Google Shopping ads, paid banners, digital campaigns, landing pages, email journeys, and websites.
• Partner with Growth & Ops to align creative with performance insights and CRO.
• Work with Lifecycle to personalize creative across member and caregiver journeys.
• Measure and report on creative velocity and campaign performance; establish test-and-learn framework using A/B, multivariate, personalization testing.
• Partner with Head of Brand to transform positioning and strategy into performance-ready assets.
• Implement QA and feedback loops; own creative pipeline from intake to delivery; collaborate with Marketing Ops to optimize workflows; leverage AI tools to accelerate asset creation.

Creative Director, Marketing

• Medical Guardian seeks retention specialists to handle inbound and outbound calls, complete paid sales training remotely, and use provided laptops and headsets.
• Handle inbound and outbound calls every day with urgency, care and expertise.
• Empathize with clients, resolve outstanding issues and renegotiate the terms of agreements to retain customers.
• Work to retain existing customer base using active listening, empathy, and ownership via inbound emails and phone calls to prevent voluntary disconnects.
• Execute, monitor, and coordinate repricing for designated customers.
• Communicate clearly in both oral and written form.
• Identify and assess customers' needs; make independent decisions and provide appropriate solutions and follow-up.
• Consistently achieve sales targets and demonstrate excellent time management and attention to detail.

SEO Marketing

• Medical Guardian is a fast-growing digital health and safety company supporting over 625,000 members and repeatedly listed on the Inc. 5000.
• Own SEO, analytics infrastructure, conversion optimization, and performance reporting across Medical Guardian and MobileHelp.
• Operate as a principal-level individual contributor replacing external agency support and bridging strategy with technical execution.
• Develop and maintain performance dashboards using GA4, Looker Studio, and SQL; calculate funnel metrics (CPS, CAC, CVR, LTV, ROAS) and scale brand-level reporting.
• Align internal sales and marketing data from GA4, HubSpot, Salesforce, and ad platforms; assist attribution modeling and GA4→Salesforce→HubSpot tracking hygiene.
• Own platform hygiene: event naming conventions, tagging logic, data layer structure; QA event tracking via Google Tag Manager and debugging tools.
• Fully own technical SEO execution: identify and resolve crawlability, indexing, schema, and Core Web Vitals issues; structure schema for AEO and SGE readiness and develop 90-day GEO roadmap.
• Analyze user journey friction with heatmaps/clickmaps; run CRO testing using Microsoft Clarity, VWO, or similar; prioritize experimentation on high-traffic/high-CPS pages.
• Own and maintain tools like Adthena and AthenaHQ; ensure cross-brand data consistency and act as technical connector between paid media, lifecycle, and brand.

SEO and Performance Ops Specialist

Data Engineer

• Medical Guardian is a trusted leader in personal safety solutions delivering independence for aging adults; serves over 625,000 members.
• Build and maintain ELT pipelines and data models using dbt to support a reliable and scalable enterprise data warehouse.
• Collaborate with data architects and other engineers to implement efficient data structures for business reporting, analytics, and AI needs.
• Prepare and transform datasets for machine learning models and automate model inputs/outputs to enable data-driven products.
• Develop and orchestrate data workflows using Azure Data Factory, Azure SQL, Synapse Analytics, and Blob Storage.
• Ensure scalability, performance, data integrity, validation, testing, and monitoring across pipelines.
• Follow internal data governance and compliance policies including HIPAA and CCPA.
• Partner with cross-functional stakeholders; participate in code reviews, documentation, and sprint planning.
• Hybrid role requiring a minimum of two days per week in the Philadelphia office and occasional off-hours troubleshooting.