Product Support Representative, Software
Allegion
Operations Lead
Medical Guardian
full-time
Posted on:
Origin: • 🇺🇸 United States • Pennsylvania
Visit company websiteJob Level
Senior
About the role
- 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
Requirements
- Bachelor’s degree in Business, Operations Management, or related field (or equivalent experience)
- 3+ years of experience in operations, logistics, or process management (healthcare, technology, or subscription services preferred)
- Strong technical, analytical and problem-solving skills with attention to detail
- Experience working with operational dashboards, reporting tools, or workflow management systems
- Excellent communication and collaboration skills, with the ability to work cross-functionally
- Familiarity with compliance-driven environments and SLA management
- Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint) and CRM/WMS platforms
- Ability to attend the office 2x per week (Tuesdays and Wednesdays)
