Customer Solution Center Programs and Initiatives Manager II

Job Category:  Customer Service
Department:  Office of CSC Excellence

Los Angeles, CA, US, 90017

Position Type:  Full Time
Requisition ID:  10438

Salary Range:  $88,854.00 (Min.) - $115,509.00 (Mid.) - $142,166.00 (Max.)


Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members in five health plans, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

Job Summary

The Customer Solution Center Programs and Initiatives Manager II leads and oversees projects and programs within the Customer Solution Center with complex requirements, mentors and collaborates with the Customer Solution Center Senior Director, Directors, support staff and other Department Heads. This position is responsible for overseeing project and/or program initiation, scope management, time management, cost, risk and quality management efforts by utilizing the PACE Methodology. Works with Information Technology (IT) and business service area management, vendors and staff to define project scope and create detailed business requirements, identifies priorities, oversee and validates risks/assumptions/issues/dependencies (RAID) logs, develops and  oversees project/program plans via Plan of Record (POR), project schedule, risk registers, stakeholders management, identifies and monitors mitigation plans, drives implementation, monitors and controls project/program progress with related solutions and oversees all aspects of assigned projects while developing strategies to improve business processes aligned with overall business/agency strategic goals and initiatives. This position facilitates and collects all necessary documents needed to present to the Internal Review Board (IRB) for Program or Project approval. This position acts as a conduit for the Business Lead and Cross-Funtional Teams (CFT) and acts as the direct contact for all enterprise projects and programs for the Customer Solution Center.


Effectively  oversees project and/or program initiation through post implementation including development of charters and scope definition documents and creating a Plan of Record (POR).  Drives programs and initiatives by utilizing the Product and Cycle-time Excellence (PACE) Methodology by engaging project core team and establishing project groups. Defines, develops and oversees the project scope, including planning definitions, verification and development of comprehensive work breakdown structure (WBS)/ project plans. Determines and define clear deliverables, roles and responsibilities for Project Manager 1 & 2 required for specific projects or initiatives. Analyzes, plans and develops requirements and standards for programs and initiatives involved in initiating, planning, executing, monitoring and controlling and closing of projects

Drives overall project direction. Coordinates, implements, executes control and completion of specific projects to ensure business and IT infrastructure strategy commitments and goals are met. Facilitates the definition of project scope, goals and deliverables and defines project tasks and resource requirements. Develops full-scale project plans for the Customer Solution Center to support strategic operational and technical projects aligned with enterprise goals by collaborating with cross-functional business and IT Teams within L.A. Care.

Plans, mentors and monitors project efforts,  including but not limited to effective task planning, effort estimating, tracking dependencies, discrepancies and project status reporting.  Builds and gains commitment for staffing and resource needs. Optimizes plans with a beginning-to-end perspective. Acts as the project/program champion - prepares and presents checkpoints and alerts. Assigns and oversees the daily tasks to Project Managers while ensuring cross-functional project teams are working towards deliverables.

Collaborates with the business stakeholders to develop and conduct formal cost benefit analysis (CBA), cost estimation, budget planning, controls and monitoring planned and actual benefit/Return on Investment (ROI). Conducts business analysis on projects, including working with business users, appropriate IT staff, and Project Specialists and Analysts to identify and gather formal business requirements.  Assesses business processes and aligns with management for improvement for strategic movement of projects. Drives the cross-functional execution of projects/programs and manages key functional resources activities in order to meet commitments.

Coordinates between cross functional business service areas and Information Services providing domain expertise and experience for multiple business departments. Acts as a conduit for the Business Lead and CFT and acts as the direct contact for all enterprise projects and programs for the Customer Solution Center. As needed, step in as the Business Lead for the Customer Solution Center and prepare strategic presentations to Senior Leadership. Participates and contributes as a business lead in Scrum ceremonies (sprint planning, stand-ups, retrospectives, and backlog grooming), and provide guidance areas for process improvement. Coordinates technical test plans with Executive  & Business Owners, Business Analysts, End-users and Quality Assurance teams. Contributes strategic ideas for product development initiatives. Supports and assists the Sr. Manager of Programs and Initiatives in overseeing the Project Team as needed.

Performs other duties as assigned.

Duties Continued

Education Required

Bachelor's Degree
In lieu of degree, equivalent education and/or experience may be considered.

Education Preferred

Master's Degree


At least 5 years of project management experience utilizing best practices within the project management framework with 3 years of experience working in a managed care/healthcare environment. 

Experience in business process improvement, cost benefit analysis and cross-functional collaboration.

Extensive experience utilizing technical methodologies in project management (i.e. Scrum, Waterfall, Agile, PRINCE).

Supervisory, coaching and/or training experience.

Member Services or Customer Solution Center experience.


Knowledgeable and well versed in Project Management processes to facilitate, mentor as well as lead diverse project teams.

Expert proficiency in MS Word, Excel, PowerPoint, Access, Visio, SharePoint and Project.

Development of Business Requirements Specifications, Design, Process/Flow Diagrams, Test and Implementation Plans, Plan of Record (POR), IRB Presentations.

Detail oriented with excellent analytical, planning, and organizational skills.

Strong facilitation and mentoring skills.

Excellent time management skills; self starting and self motivated. Uses time effectively.

Excellent written and oral communication skills; speaks clearly and persuasively.

Ability to manage priorities across multiple teams/projects, platforms.

Ability to work well independently or leading a project team/efforts with limited supervision; strong team collaboration.

Knowledge of overall health plan operations.


Licenses/Certifications Required

Licenses/Certifications Preferred

Project Management Professional (PMP)
Certification in Scrum Master (CSM) or Professional in Scrum Master (PSM) I or II
Agile Project Management Professional (AgPMP)

Required Training

Physical Requirements


Additional Information

Salary Range Disclaimer: The expected pay range is based on many factors such as geography, experience, education, and the market.  The range is subject to change.


L.A. Care offers a wide range of benefits including

  • Paid Time Off (PTO)
  • Tuition Reimbursement
  • Retirement Plans
  • Medical, Dental and Vision
  • Wellness Program
  • Volunteer Time Off (VTO)


Nearest Major Market: Los Angeles