L.A. Care Health Plan

Senior Manager, Customer Engagement

L.A. Care Health Plan

full-time

Posted on:

Location Type: Office

Location: Los Angeles • California • United States

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Salary

💰 $102,183 - $163,492 per year

Job Level

Senior

About the role

  • Leads the strategy, performance, and operational excellence of the organization’s escalations’ function for all lines of business and across all channels
  • Oversees multiple escalation and customer-facing teams
  • Ensures complex customer issues are resolved promptly, accurately, and with exceptional care
  • Manages customer engagement operations across all Community Resource Centers
  • Responsible for driving continuous improvement, reducing escalation volume through root cause analysis
  • Oversees the development, implementation, administration, and maintenance of the department's programs, policies, and procedures
  • Collaborates closely with executive/senior management to establish goals that align with the company’s mission and vision
  • Participates in department budgeting process
  • Responsible for scheduling, training, performance, corrective actions, mentoring, and developing of the team(s)
  • Fosters a culture of transparency, continuous improvement, accountability, and shared ownership of enterprise goals
  • Identifies complex problems and reviews related information to develop and evaluate options and implement solutions
  • Monitors adherence to compliance requirements and handles complex or high-profile escalations requiring senior intervention

Requirements

  • Bachelor's Degree in Business or Related Field
  • At least 5 years of experience in a contact center, customer support, or escalation environment
  • At least 4 years of experience in leading, supervising and/or managing staff
  • Experience in a highly regulated industry
  • Demonstrated expertise in high-level customer escalation management
  • Strong analytical, reporting, and decision-making skills
  • Exceptional verbal and written communication abilities, especially for executive-level customer interactions
  • Proficiency with Customer Relationship Management (CRM) and contact center technologies (e.g., Salesforce, Zendesk, Five9, Genesys)
  • Must have a deep understanding of financial principles
Benefits
  • Paid Time Off (PTO)
  • Tuition Reimbursement
  • Retirement Plans
  • Medical, Dental and Vision
  • Wellness Program
  • Volunteer Time Off (VTO)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer escalation managementroot cause analysisbudgetinganalytical skillsreportingdecision-makingfinancial principles
Soft skills
leadershipmentoringcommunicationcollaborationproblem-solvingcontinuous improvementaccountabilitytransparency