Role Description Medical Guardian is seeking a highly driven, analytical, and operationally focused Manager, Monitoring Operations & Quality to own the performance, accountability, and continuous improvement of our monitoring center operations. This role is critical to ensuring our members receive exceptional service during some of the most important moments of their lives. The successful candidate will serve as the primary relationship owner for Medical Guardian's monitoring center partners, driving operational excellence, service quality, performance accountability, and continuous improvement across the monitoring experience. Initially, this role will focus on: - Monitoring center performance management - Vendor oversight - Operational governance - Member experience optimization As the organization continues to evolve, this leader will expand responsibilities to build and lead a Quality Assurance function responsible for: - Quality monitoring - Performance evaluation - Coaching insights - Quality technology implementation across Member Experience operations This is an ideal opportunity for a leader who thrives in fast-paced environments, enjoys solving complex operational challenges, and is passionate about building scalable processes that improve customer outcomes. 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. Requirements - Experience managing business-critical vendor relationships and outsourced operations. - Experience within the Personal Emergency Response Systems (PERS), healthcare services, monitoring center, contact center, emergency response, or highly regulated service industries. - Experience designing, implementing, or managing Quality Assurance programs. - Experience leading customer experience, operational excellence, or continuous improvement initiatives. - Experience implementing quality monitoring, workforce management, analytics, or AI-enabled operational technologies. - Lean, Six Sigma, Quality Management, or Project Management certifications. - Successful recruitment and development of a high-performing Quality Assurance team. Benefits - Health Care Plan (Medical, Dental & Vision) - Paid Time Off (Vacation, Sick Time Off & Holidays) - Company Paid Short Term Disability and Life Insurance - Retirement Plan (401k) with Company Match

• Leads overnight operations in a fast-paced, high-volume environment • Responsible for real-time oversight, decision-making, and coordination of concurrent operational activities • Serves as the primary escalation and command point during overnight execution • Enables rapid issue resolution, effective resource allocation, and consistent delivery outcomes • Manages and optimizes resources by monitoring performance and providing feedback

• Provide administrative support to the operations team. • Coordinate schedules, meetings, and operational tasks. • Assist with patient, provider, and referral coordination. • Maintain accurate records and documentation. • Monitor workflows and follow up on outstanding tasks. • Communicate professionally with patients, providers, and internal teams via phone and email. • Assist with reporting, data entry, and process improvements. • Ensure compliance with company policies and healthcare regulations.

• Create and accurately maintain merchant-facing purchase order trackers that reflect current PO status as well as other merchant and retailer specific data. • Coordinate shipments by communicating with operations, transportation companies/brokers to ensure timely load pickups of purchase orders from the ShipBob fulfillment centers. • Create accurate and compliant BOLs in accordance with retailer and GS1 standards. • Manually create/generate retailer packing slips, shipping labels, carton & pallet labels where necessary. • Arrange dock appointments for outbound shipments. • Provide retail compliance team with supporting documentation as needed for any retailer chargebacks issued to aid in the dispute process. • Escalate urgent issues timely, keeping positive merchant experience at the center of all such decisions. • Submit error-free advanced shipment notices to the retailers. • Monitor available error reporting tools, troubleshoot defects, and escalate tech issues to appropriate internal teams. • Follow SOPs for retailer routing processes and management of retailer TMS (transport management system) and ensure timely routing as per guidelines. • Collaborate with Retail Fulfillment Manager to ensure purchase orders shipment windows are adhered to and any site inquiries are resolved immediately. • Build solid relationships with Implementation, product and operations teams to ensure a positive business impact. • Create paid request tickets as necessary to bill for services. • Attend FC stand up meetings as necessary to relay defects and push operational excellence. • This role includes responsibility for ensuring products are handled, stored, and distributed in a manner that maintains their safety, quality, and legality. Team members are expected to follow all standard operating procedures, report any concerns related to product condition or integrity, support traceability through accurate record-keeping, and contribute to a culture of continuous improvement and product safety awareness. • Additional duties and responsibilities as necessary.