🕒 5 days ago
Leads the Enterprise Customer Success team, developing CSMs and scaling programs that improve enterprise customer health, product adoption, AI consumption, retention, and strategic value.
Senior Manager, Customer Relations
📅 Sep 23
People LeadershipCoaching And Team DevelopmentContact Center OperationsWorkforce Planning
📜 Description
- Lead, coach, and develop the Customer Relations organization through supervisors and managers, including hiring, performance management, and succession planning.
- Oversee Contact Center performance, workforce planning, quality assurance, and service metrics.
- Handle complex or sensitive client and family escalations and use feedback to address root causes.
- Manage outsourced service partners and work with technology teams to optimize telephony, CRM, case management, routing, and reporting tools.
- Improve client-facing processes, handoffs, policies, training, and workflows using performance data and frontline insights.
🛠️ Requirements
- 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.
- 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
Full job description
Build a Career That Changes Lives - Including Your Own
24 Hour Home Care is a leading provider of home care and community-based services focused on helping individuals live safely and independently. As part of TEAM Services Group, a private equity-backed healthcare services organization, we combine a mission-driven culture with a commitment to innovation, growth, and operational excellence.
Here, the work you do matters. Whether you’re supporting clients directly or helping drive our business forward, every role contributes to improving lives and strengthening the communities we serve.
Grow with purpose. Lead with heart. Make a difference every day.
Watch this short video to see the heart behind our work and the impact our teams create every day.
Who You Are
You are a passionate and performance-driven team player, eager to take on a key role in our company’s growth. You embody Team 24’s Care & Compete Principles and Competencies:
In the spirit of Own(ing) It With Courage, we encourage you to check out our Glassdoor Page to learn more about 24 Hour Home Care and to leave a review about your experience: 24 Hour Home Care: Glassdoor Page
Sound interesting? Read on for more details!
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:
24 Hour Home Care is an Equal Opportunity Employer that is proud of its culture of diversity and inclusion. Individuals seeking employment are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Additionally, 24 Hour Home Care will consider qualified candidates with criminal histories in a manner consistent with the law.
Qualified applicants with criminal history will be considered for employment in accordance with California Fair Chance Act and the Los Angeles County Fair Chance Ordinance for Employers, ensuring individuals with criminal history have fair and equitable access to opportunities for gainful employment in the unincorporated areas of LA County.
Upon review, should criminal history have a direct, adverse, and negative relationship, 24 Hour Home Care will conduct an Individualized Assessment and provide a Preliminary Notice of Adverse Action; specifying the laws or regulations that impose such restrictions. At which point, 24 Hour Home Care will review the prospective hire’s written response and mitigating circumstances before making a final decision. Should withdrawal of a conditional offer of employment be determined, 24 Hour Home Care will provide a copy of the Second Individualized Assessment.
Individuals have the right to reach out to the LA County Department of Business and Consumer Affairs to file a complaint or if you require additional information.
- By Email: info@dcba.lacounty.gov
- By Web: https://dcba.lacounty.gov/contact-us/
- By Phone: (800) 593-8222
For California applicants: by applying for this position, you acknowledge and consent to the collection, use, and disclosure of your personal information in accordance with our privacy policy and the California Consumer Privacy Act (CCPA).
The expected California Pay Range for this position:
$118,000-$135,000 USD
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