Vice President of Member Experience

About this role

About the Role

Guardian Service is hiring a Vice President of Member Experience to build and scale a best-in-class member experience organization.

This is a builder-operator role for a leader who thrives on creating operational excellence. As Guardian Service continues its rapid growth, this leader will transform today's entrepreneurial servicing function into a disciplined, scalable organization capable of supporting 10x+ growth while delivering an exceptional member experience.

Success in this role is defined by execution. You'll build the operating systems, management routines, team structure, service standards, and performance culture that enable our Member Experience organization to scale without sacrificing quality, speed, or empathy.Working cross-functionally with leaders across Technology, Sales, and Operations, you'll leverage AI, automation, and process improvements to create a more efficient operation while ensuring every member interaction reinforces Guardian Service's commitment to exceptional service.

Why This Role Matters

Member experience will be one of Guardian Service's greatest competitive advantages as we scale nationally.

As our membership grows, we need a leader who can build an operation capable of delivering consistently outstanding service at a significantly greater scale. This leader will play a critical role in creating an organization that is proactive, efficient, and member-centric—earning trust, improving retention, and building a service operation that differentiates Guardian Service in the marketplace.

For the right leader, this is an opportunity to build one of the company's most important functions from the ground up and leave a lasting impact on how Guardian Service serves members for years to come.

Your Day-to-Day

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, staffing model, and leadership layers required to support rapid growth.

• Recruit, develop, coach, and retain high-performing managers and frontline leaders.

• Build onboarding, training, coaching, and career development programs that enable employees to consistently deliver exceptional service.

• Foster a culture of ownership, accountability, urgency, continuous improvement, and member obsession.

Lead Operational Excellence

• Own the day-to-day operations of the Member Experience organization, ensuring service levels, productivity, quality, and member satisfaction consistently meet expectations.

• Establish operating rhythms including queue management, capacity planning, workforce forecasting, SLA monitoring, quality assurance, performance reviews, and operational reporting.

• Standardize workflows, playbooks, documentation, and operating procedures that improve consistency while reducing errors and rework.

• Build scorecards and performance metrics that provide visibility into operational health and enable data-driven decision making.

• Continuously evaluate operational performance and implement improvements that increase efficiency without compromising the member experience.

Deliver an Exceptional Member Experience

• Ensure every member interaction reflects Guardian Service's commitment to responsive, accurate, empathetic, and proactive service.

• Build scalable service recovery processes that turn challenging member situations into opportunities to strengthen trust and loyalty.

• Identify operational friction points and implement solutions that simplify the member journey and improve service quality.

• Establish quality standards and coaching routines that reinforce consistency across every member interaction.

Drive Innovation Through Technology

• Partner closely with the Technology team to implement AI, automation, and workflow improvements that enhance both the member and employee experience.

• Translate frontline operational challenges into scalable technology and process improvements.

• Evaluate and implement tools that improve operational efficiency, team productivity, and service quality.

• Ensure new technologies are successfully adopted by the organization through effective change management, training, and operational execution.

About You

• You have successfully led and scaled a customer service, member experience, client operations, contact center, or service operations organization through periods of significant growth.

• You bring meaningful experience in personal lines insurance and understand the unique servicing needs, workflows, regulatory requirements, and member expectations within the industry.

• You have demonstrated 0-to-1 building experience, creating new teams, processes, operating rhythms, and capabilities rather than solely optimizing established organizations.

• You are an exceptional operator who can build the processes, systems, and management routines required to scale a high-quality service organization.

• You have strong experience across workforce management, quality assurance, staffing and capacity planning, training, forecasting, and service operations.

• You translate operational KPIs into clear management routines, coaching, accountability, and measurable business results.

• You have built and developed strong managers and teams that consistently deliver high levels of performance.

• You balance operational excellence with an outstanding member experience, recognizing that both are critical to long-term success.

• You embrace technology and understand how AI, automation, and self-service can improve the member experience and enable a more scalable operation.

• You thrive in fast-paced, high-growth environments where the playbook is still being built and are collaborative, pragmatic, and open to feedback.

Nice to Have

• Experience building or scaling member service within an independent insurance agency, brokerage,…