Senior Manager, Customer Relations — Hybrid

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

Job summary

24 Hour Home Care in El Segundo, CA is seeking a Senior Manager, Customer Relations to lead the client-facing service organization, delivering consistent, responsive support to clients, families, and caregivers in a high-volume environment.

The role develops frontline leaders, manages escalations, and partners with outsourced providers to continuously improve the client experience across telephony, CRM, and case management systems.

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, with a strong record of service quality and client retention.
• 3+ years of experience leading large teams of 20+ employees through supervisors or managers.
• Experience building and managing high-volume service operations with performance metrics and workforce planning.
• Experience with contact center technology and CRM/case management systems; healthcare or regulated environments and outsourcing/partner management are a plus.

Responsibilities

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

Skills

People leadership

Contact center operations

Client advocacy

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 systems

Case management systems

Job description

24 Hour Home Care in El Segundo, CA is seeking a Senior Manager, Customer Relations to lead the client-facing service organization, delivering consistent, responsive support to clients, families, and caregivers in a high-volume environment.

The role develops frontline leaders, manages escalations, and partners with outsourced providers to continuously improve the client experience across telephony, CRM, and case management systems.