Senior Manager, Customer Engagement

Job Summary

The Senior Manager of Customer Engagement leads the strategy, performance, and operational excellence of the organization’s escalations’ function for all lines of business and across all channels. This role oversees multiple escalation and customer-facing teams, ensuring complex customer issues are resolved promptly, accurately, and with exceptional care. Oversees customer engagement operations across all Community Resource Centers, ensuring the delivery of high-quality service and the cultivation of a welcoming, inclusive environment

This position is responsible for driving continuous improvement, reducing escalation volume through root cause analysis, enhancing service recovery efforts, and cultivating a high-performing, customer-first culture across the escalation organization. The Senior Manager is accountable for cultivating a collaborative, team-oriented culture that emphasizes continuous quality improvement across the unit and the broader organization. This position ensures a strong focus on customer service efficiency, effectiveness, and quality, while proactively identifying and resolving related issues. The Senior Manager remains attuned to the needs of the populations served and is responsible for recommending, implementing, and/or facilitating enhancements to processes and systems.

Manages all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating direct reports. Responsible for driving performance to ensure that the team can lead high-level decisions that impact on the success of L.A. Care.  Oversees the development, implementation, administration, and maintenance of the department's programs, policies, and procedures. Responsible for driving management and performance to ensure that the team can lead high-level decisions that impact on the success of L.A. Care.

Collaborate closely with executive/ senior management to establish goals that align with the company’s mission and vision.

Duties

Manages staff and the day-to-day activities in the department. Participates in the department budgeting process.  Responsible for scheduling, training, performance, corrective actions, mentoring, developing of the team(s). Foster and promote a culture of transparency, continuous improvement, accountability, and shared ownership of enterprise goals. Mentors and develops staff, building technical and critical thinking skills across the team. Builds succession plans, oversees staffing strategies, and manages workforce needs. Fosters a culture of accountability, empathy, and operational excellence.

Responsible for Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Manages complex projects, engaging and updating key stakeholders, developing timelines, leads others to complete deliverables on time and ensures implementation upon approval.

Plans and implements systems and procedures to maximize operating efficiency and achieve strategic priorities.  Implements and provides guidance to the departmental and organizational processes and policies and works with senior and/ or executive management to define, prioritize, and develop projects and programs.

Oversees reception desk operations to ensure smooth, efficient, empathetic, and professional service. Implements standard operating procedures for visitor protocols, including resolving escalated issues in a service-oriented manner. Identifies areas for improved efficiency and enhanced experience.

Leads teams across the Community Resource Center network, ensuring that member-facing staff deliver timely, compliant, and empathetic support. Influences health literacy education, helping members understand health benefits, care instructions, and available supportive services. plays a key role in improving member experience, strengthening community partnerships, and supporting organizational quality initiatives.

Defines and optimizes end-to-end escalation workflows, including triage, prioritization, case routing, and follow-up. Oversees the timely handling and resolution of high-risk, sensitive, or executive-level customer cases. Collaborates with executive leadership on escalations involving legal, compliance, regulatory and external issues. Ensures alignment of escalation practices with company-wide customer experience strategies.

Establishes quality standards, call and case review processes, and service recovery protocols. Monitors adherence to compliance requirements. Implements corrective action plans for quality gaps and operational risks. Handles complex or high-profile escalations requiring senior intervention.

Ensures that all operations comply with applicable regulatory, contractual, and organizational standards. Oversight includes the development and ongoing refinement of departmental policies, procedures, and process documentation.

Duties Continued

Develops and tracks key performance indicators (KPIs) for escalations. Produces executive-level reporting, insights, and recommendations that influence company decisions. Conducts root cause analysis to identify trends and partners with cross-functional leaders to resolve systemic issues. Guides continuous improvement initiatives to reduce escalation volume and improve customer experience.

Works closely with cross-functional teams to drive resolution of recurring issues. Represents the escalation organization in leadership meetings and cross-department task forces. Provides actionable feedback to senior leaders on customer pain points and operational gaps.

Conducts surveys to gather feedback on member experience, service quality, and care outcomes, and translates findings into actionable insights. Partners with other stakeholders to facilitate member focus groups to gather qualitative feedback on programs, services, and barriers to care. Builds and maintains relationships with county agencies and community partners to maintain updated resources and eligibility criteria. Ensures timely follow-up to members to ensure they successfully connect to services. Partners with other stakeholders to create and distribute culturally appropriate materials aligned with health literacy best practices.

Performs other duties as assigned. 

Education Required

Education Preferred

Experience

Required:

At least 5 years of experience in a contact center, customer support, or escalation environment.

At least 4 of experience in leading, supervising and/or managing staff.

Experience in a highly regulated industry.

Skills

Required:

Demonstrated expertise in high-level customer escalation management.

Strong analytical, reporting, and decision-making skills.

Exceptional verbal and written communication abilities, especially for executive-level customer interactions.

Proficiency with Customer Relationship Management (CRM) and contact center technologies (e.g., Salesforce, Zendesk, Five9, Genesys).

Strong analytical skills, excellent verbal, written, and interpersonal communication skills.

Strong interpersonal skills for building relationships, fostering teamwork, and creating a positive work environment. Ability to guide and support team members.

Strong attention to detail and ability to manage multiple priorities and tight deadlines.

Excellent ability to set clear goals, develop strategic plans to achieve those goals, and inspire others to work towards a shared vision.

Skilled in mediating disputes and resolving conflicts in a fair and constructive manner.

Must have a deep understanding of financial principles.

Ability and excellent knowledge in developing and managing budgets, forecasting future financial outcomes, and making informed decisions about resource allocation.

Demonstrated ability to make informed decisions.

Strong verbal, written communication and presentation skills.

Deep understanding of the industry, market dynamics, and organizational operations to identify opportunities and navigate challenges.

Strong ability and knowledge to analyze market trends, anticipate future changes, and develop long-term strategies that align with the company's goals.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Physical Requirements

Additional Information