Overview
Director of Operations Jobs in United States at MedicAlert Foundation – United States
Title: Director of Operations
Company: MedicAlert Foundation – United States
Location: United States
Company Description
The MedicAlert Foundation is a 70-year-old non-profit organization dedicated to saving people’s lives by providing vital information during our members’ times of need – their MedicAlert moments. We’re the voice of our members when they are faced with an emergency and cannot communicate for themselves. We serve people with all kinds of chronic health conditions, providing them with the security that MedicAlert will be there when they need us. MedicAlert created the original medical ID back in 1956. Since then, MedicAlert has helped save 4 million lives…and counting!
MedicAlert is seeking an exceptional individual to join our team as Director of Operations.
The Director of Operations is responsible for leading MedicAlert’s member operations and service delivery organization, including the 24/7 Emergency Response Center, Member Services Call Center, and Order Fulfillment operations. Reporting to the Chief Operating Officer, this role is accountable for delivering operational excellence while driving operational efficiency, service quality, workforce performance, and an exceptional member experience in support of organization growth and retention goals.
This role oversees teams responsible for member acquisition, membership renewals, inbound member support, emergency response services, donation generation, medical ID fulfillment, and partner order processing. The Director of Operations will lead process improvement and workflow optimization initiatives that improve scalability, operational efficiency, service quality, and member experience.
The ideal candidate combines strong operational leadership with a data-driven mindset and deep experience leading inbound sales and service teams within KPI-driven contact center environments. This individual will lead through performance metrics, accountability, and coaching while fostering a mission-driven, high-performing culture aligned with MedicAlert’s commitment to protecting and empowering members during their moments of need.
This role oversees 4 direct reports and a distributed operations organization consisting of approximately 26 employees and 6 offshore contractors across Member Services, Emergency Response and Fulfillment functions.
Responsibilities
Revenue & Member Services Operations
- Lead and optimize the Member Services operation to support member acquisition, renewals, donations, and member satisfaction
- Optimize workforce planning, staffing models, scheduling and productivity management across all operational teams
- Monitor and improve operational KPIs including conversion rates, revenue per call, revenue per agent, donation rates, quality scores, and service levels
- Develop coaching, scripting, and training programs that improve sales effectiveness while maintaining a compassionate member experience
- Support initiatives that improve member retention, renewal conversion, and member experience
- Use data and performance analytics to improve workforce productivity, staffing efficiency, service quality and operational effectiveness
- Identify opportunities to automate manual processes and improve operational scalability through technology and workflow redesign
- Ensure operational consistency and compliance with established policies, procedures, and service standards acroll all operational functions
Emergency Response Operations
- Oversee the 24/7 Emergency Response Center, ensuring consistent staffing coverage, policy adherence, quality assurance, and emergency response readiness
- Ensure Emergency Response Specialists are appropriately trained on protocols, compliance requirements, and partner order processing procedures
- Improve operational workflows and documentation processes to reduce errors and increase productivity in manual processing activities
Fulfillment & Inventory Management
- Lead fulfillment operations responsible for inventory management, engraving, assembly, quality control, and distribution of MedicAlert IDs and related products
- Ensure operational excellence in fulfillment accuracy, turnaround times, inventory forecasting and controls, and quality standards
Leadership & Cross-Functional Partnership
- Lead and develop a multi-functional operations team across Member Services, Emergency Response and Fufillment.
- Partner closely with Marketing, IT, Product, Finance, and external partners to improve systems, processes, reporting, and member communications
- Identify opportunities for automation, workflow optimization, and improved use of operational technologies
- Develop reporting and operational dashboards that provide visibility into performance trends, operational risks, and growth opportunities
Competencies, Skills, and Requirements
- B.A. or B.S. degree
- 10+ years of operations leadership experience
- Experience leading multi-channel contact center operations with responsibility for both service and revenue performance
- Strong understanding of inside sales and contact center performance management
- Proven experience managing KPI-driven teams in a high-volume operational environment
- Experience with workforce planning, forecasting, quality assurance, and process optimization
- Demonstrated ability to improve operational performance through systems, automation, and workflow redesign
- Strong analytical and operational acumen with demonstrated ability to use performance metrics and data insights to drive operational improvements
- Excellent communication skills, both oral and written, and comfort interacting and collaborating with colleagues at all levels
- Experience with Salesforce a plus
- Experience managing distributed teams and offshore vendor relationships preferred
Work Environment
- Position is remote
- Collaborative, mission-driven, and entrepreneurial environment that encourages innovation and continuous improvement
