Customer Experience Leader, Contact Center (Hybrid)

24 Hour Home Care; El Segundo (CA); Hybrid; USD 118,000 - 135,000; Full time

Job summary

24 Hour Home Care in El Segundo seeks a Senior Manager, Customer Relations to lead client-facing service operations, including the Customer Service Coordinator team and Contact Center, ensuring high-quality, responsive support for clients, families, and caregivers.

The role develops frontline leaders, oversees escalations, and partners with internal teams and outsourced providers to continuously improve the client experience. hybrids and 8–6 PT hours apply.

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.

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.

Skills

People leadership

Contact center operations

Client advocacy

Data-driven problem solving

Cross-functional communication

Education

Bachelor's degree (Business Administration / Communications / Healthcare Administration)

Tools

CRM software

Case management systems

Job description

24 Hour Home Care in El Segundo seeks a Senior Manager, Customer Relations to lead client-facing service operations, including the Customer Service Coordinator team and Contact Center, ensuring high-quality, responsive support for clients, families, and caregivers.

The role develops frontline leaders, oversees escalations, and partners with internal teams and outsourced providers to continuously improve the client experience. hybrids and 8–6 PT hours apply.