Senior Manager, Customer Relations & Contact Center

24Hr HomeCare, LLC; El Segundo (CA); Hybrid; USD 118,000 - 135,000; Full time

Job summary

24 Hour Home Care in El Segundo is seeking a Senior Manager, Customer Relations to lead the client-facing service organization, including the Customer Service Coordinator team and Contact Center. The role delivers responsive support to clients, families, and caregivers while maintaining strong service levels in a high-volume environment.

You will develop teams, oversee contact center performance, manage escalations, and partner with outsourced providers to continuously improve the client

Qualifications

• Bachelor’s degree in a related field.
• 7+ years of progressive customer service or client relations experience with strong service quality.
• 3+ years leading large teams of 20+ employees through supervisors or managers.
• Experience with contact center technology and CRM or case management in regulated environments.

Responsibilities

• Lead, coach, and develop the Customer Relations organization through frontline supervisors and managers.
• Oversee Contact Center performance, workforce planning, quality assurance, and service metrics.
• Serve as senior escalation point for complex client and family concerns.
• Manage outsourced service partners and collaborate with technology teams to optimize tools.
• Partner cross-functionally to improve client-facing processes, handoffs, policies, training, and workflows.

Skills

People leadership, coaching, and team

Contact center operations

Client advocacy and escalation

Data-driven problem solving

Cross-functional collaboration

Education

Bachelor’s degree in Business Administration, Communications, Healthcare Administration, Public Administration, Human Services, Social Work, or related field

Tools

CRM / case management systems

Contact center technology

Job description

24 Hour Home Care in El Segundo is seeking a Senior Manager, Customer Relations to lead the client-facing service organization, including the Customer Service Coordinator team and Contact Center. The role delivers responsive support to clients, families, and caregivers while maintaining strong service levels in a high-volume environment.

You will develop teams, oversee contact center performance, manage escalations, and partner with outsourced providers to continuously improve the client