Senior Manager, Customer Centricity – Business Cards & Payments
Capital One
Outreach & Engagement Manager, Spanish Speaking
Pair Team
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $80,000 - $100,000 per year
Job Level
Mid-LevelSenior
About the role
- Manage, coach, and mentor a team of Community Engagement Specialists to ensure they meet enrollment and outreach goals.
- Provide structured 1:1 coaching, live shadow support, and feedback to drive performance and skill development.
- Lead onboarding and training for new hires, ensuring a smooth ramp-up and alignment with outreach best practices.
- Build a culture of accountability and collaboration, ensuring consistency in outreach efforts and engagement strategies.
- Actively participate in recruiting and hiring to strengthen the CES team.
- Monitor team performance using dashboards and key metrics, ensuring outreach and enrollment targets are met.
- Identify trends, gaps, and areas for improvement, implementing data-driven strategies to enhance team effectiveness.
- Conduct call audits and outreach reviews to ensure quality, adherence to best practices, and compliance with healthcare regulations.
- Maintain and refine Standard Operating Procedures (SOPs) to optimize efficiency and standardization across the team.
- Serve as the primary escalation point for complex patient cases, troubleshooting workflow and engagement challenges.
- Act as a liaison between CESs, health plan partners, clinic providers, and internal teams to improve coordination and communication.
- Ensure alignment between outreach strategies and broader care team initiatives, adjusting processes as needed.
Requirements
- At least 3 years of experience managing large individual contributor teams, ideally in a healthcare or community care setting
- 2+ years of experience with community engagement, patient navigation, or social work (preferred)
- 2+ years of experience in inside sales, outbound sales, or call center environments with defined metrics and quotas (preferred)
- Experience in a care team background, navigating multidisciplinary collaborative care models
- Thrive working with multiple systems and processes
- Strong communication and interpersonal skills
- Extremely detailed oriented and enjoy multitasking
- Proven track record of driving teams in hitting key metrics
- Demonstrated ability to thrive in an agile environment
- Dedicated to working within and improving the community you are part of
- You are results driven with a proven track record of exceeding performance indicators
- Bilingual (English/Spanish) with excellent communication skills with proficiency reading, writing, speaking, and listening in English and Spanish
- You have strong technical skills and comfort with utilizing multiple technology platforms
Benefits
- Competitive salary: $80,000 - 100,000 (depending on experience)
- Performance-based bonus structure rewarding achievement of team enrollment and outreach targets
- Equity compensation package
- Flexible vacation policy – take the time you need to recharge
- Comprehensive health, vision & dental insurance
- 401k through Guideline
- Work entirely from the comfort of your own home
- Monthly $100 work from home expense stipend
- We provide the equipment needed for the role
- Opportunity for rapid career progression with plenty of room for personal growth!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
community engagementpatient navigationsocial workinside salesoutbound salescall center metricsdata-driven strategiescall auditsStandard Operating Proceduresmultidisciplinary collaborative care
Soft skills
coachingmentoringcommunicationinterpersonal skillsdetail-orientedmultitaskingresults-drivenagile environmentaccountabilitycollaboration
