Operations Lead

Location: Philadelphia, PA (Hybrid)
Department: Operations
Reports To: Partner Support Operations Manager
Hours: M-F 9:00am – 5:30pm

Position Summary

Medical Guardian is seeking a detail-oriented and proactive Operations Lead to oversee and support the execution of critical operational processes. This role is responsible for monitoring order fulfillment, device activation, and partner order management while ensuring compliance with service-level agreements (SLAs). The Operations Lead will serve as a subject matter expert for operational systems and processes, collaborating with internal stakeholders to drive efficiency, resolve issues, and improve the member experience.

Key Responsibilities

• Operational Dashboard Oversight: Manage, track, and report on daily and weekly operational dashboards related to order shipments, device activations, and workflow performance.
• Issue Identification & Escalation: Investigate and document issues impacting the member experience and operational processes, escalating appropriately to ensure timely resolution. This will require as-needed travel to our Sharon Hill warehouse for device troubleshooting.
• Partner Order Management: Oversee and coordinate bulk partner orders, ensuring accuracy and compliance with service expectations.
• Compliance & SLAs: Ensure all processes are executed within established SLAs and compliance guidelines.
• Case Handling: Support operations team case management, including ticket resolution and process follow-ups.
• Cross-Functional Collaboration: Partner with internal teams (IT, Customer Experience, Fulfillment, and Product) to troubleshoot technical issues and develop solutions for operational challenges.
• Subject Matter Expertise: Develop deep expertise in operational processes and systems to serve as a go-to resource for the team.
• User Acceptance Testing (UAT): Assist with testing and validation of new product releases, features, and system enhancements.
• Redundancy Support: Serve as a backup resource for key operational areas, including partner billing, to ensure business continuity and support coverage.

Qualifications

• 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 a keen attention to detail for efficient and expedient issue identification, diagnosis and resolution.
• 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).

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation & Public Holidays)
• Short Term & Long Term Disability
• Retirement Plan (401k)