Manager, Monitoring Operations & Quality

Key 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.
• 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.

Qualifications

• 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.