The Role:
The Senior Manager, Customer Relations leads the day-to-day performance and development of the client-facing service organization, including the Customer Service Coordinator team and Contact Center. This role is responsible for delivering consistent, responsive support to clients, families, and caregivers while maintaining strong service levels across a high-volume environment.
This leader develops teams and frontline leaders, oversees Contact Center performance, manages escalations, and partners across the organization and with outsourced service providers to continuously improve the client experience.
Primary Responsibilities- Lead, coach, and develop the Customer Relations organization through frontline supervisors and managers, including hiring, performance management, development, and succession planning.
- Oversee Contact Center performance, workforce planning, quality assurance, and service metrics to maintain consistent coverage and service levels.
- Serve as the senior escalation point for complex or sensitive client and family concerns, using trends and feedback to identify and address root causes.
- Manage outsourced service partners and collaborate with technology teams to optimize telephony, CRM, case management, routing, and reporting tools.
- Partner cross-functionally to improve client-facing processes, handoffs, policies, training, and workflows, using performance data and frontline insights to drive improvements.
This is a hybrid position, coming into the El Segundo office up to 3x per week. Work Schedule: Business hours are 8:00 a.m. to 6:00 p.m. Pacific Time. Depending on the position and business needs, employees may be required to work any scheduled shift within these operating hours.
What You Bring to the Table:
Qualifications- Bachelor's degree in Business Administration, Communications, Healthcare Administration, Public Administration, Human Services, Social Work, or a related field.
- 7+ years of progressive customer service or client relations experience, including a strong record of service quality and client retention.
- 3+ years of experience leading large teams of 20+ employees, including managing through supervisors or managers.
- Experience building and managing high-volume service operations, including performance metrics, workforce planning, and quality programs.
- Experience with contact center technology and CRM or case management systems; healthcare or another regulated service environment and outsourced/BPO partner management experience preferred.
Skills- People leadership, coaching, and team development
- Contact center operations and performance management
- Client advocacy and escalation management
- Data-driven problem solving and continuous improvement
- Cross-functional communication and collaboration
What We Bring to the Table:The expected California Pay Range for this position:
$118,000-$135,000 USD
