Operations Lead Specialist

Job Description

Job Description

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 hands-on and detail-oriented Operations Lead Specialist to support daily operations and ensure smooth order processing, device activation, and partner order handling. This position focuses on maintaining accuracy, following standard procedures, and meeting service goals. The ideal candidate will be reliable, organized, and comfortable working with multiple systems to keep operations running efficiently.

Requirements

Key Responsibilities

• Order & Shipment Tracking : Monitor and update daily reports for order shipments, device activations, and workflow status.
• Issue Resolution : Identify and document issues affecting order accuracy or Member experience; escalate to the appropriate teams for resolution. This will require as-needed travel to our Sharon Hill, PA warehouse for device troubleshooting.
• Partner Order Processing : Support the coordination of bulk partner orders, verifying details for accuracy and timeliness.
• Compliance & SLAs : Ensure all processes are executed within established SLAs and compliance guidelines.
• Case Management : Assist with resolving open cases and updating records in internal systems.
• Cross-Team Communication : Collaborate with warehouse, fulfillment, and customer service teams to address operational questions and keep workflows moving.
• System & Process Support : Participate in testing and feedback for new tools, processes, and system updates.
• Backup Coverage : Provide support for key operational areas, such as partner billing or device tracking, when team members are out.

Qualifications

Benefits