Sr. Manager Customer Care Training & Quality

Job Summary:

The Senior Manager, Customer Care Training and Quality will lead training and quality assurance functions across Customer Care, building a best-in-class organization that leverages technology to advance instructional design, training delivery, quality auditing, and business insight reporting. This role will drive continuous improvement in service delivery and ensure a high-performance culture. 

Essential Functions:

• Lead the design and implementation of engaging training programs for Customer Care new hires and ongoing development, focusing on corporate culture, operational processes, and soft skills.
• Collaborate with cross-functional teams to identify training needs and develop learning paths aligned with measurable business objectives.
• Develop metrics to measure success of training programs, trainer performance, quality calibration, procedural accuracy, and other measures of team performance.
• Lead the strategy for Customer Care training and quality team development, ensuring team is prepared to deliver world-class training in virtual environments.
• Develop and manage quality framework across Customer Care, utilizing AI and predictive auditing processes to enhance customer satisfaction, drive specialist development and auditing efficiencies.
• Champion a culture of continuous improvement by using AI tools to analyze data and generate actionable insights that drive process enhancements and operational excellence.
• Implement automated governance models for compliance and risk mitigation, ensuring continuous monitoring of quality standards.
• Build and lead a high-performing team focused on innovation, analytical rigor, and AI fluency.  Promote a culture of learning and experimentation with AI tools to enhance team performance and accountability.
• Serve as a strategic advisor on process improvements, leveraging AI-generated recommendations to enhance customer experience.
• Perform any other job duties as requested

Education and Experience:

• Bachelor’s Degree in Adult Education, Human Resources, Business, or a related field or equivalent years of relevant work experience is required
• Minimum of seven (7) years of experience in training, quality assurance, or process excellence roles, with a proven track record in AI-assisted improvements
• Minimum of five (5) years of previous management/leadership experience required

Competencies, Knowledge and Skills:

• Proficient in Microsoft Word, Excel, and PowerPoint
• Knowledge of Medicaid, Medicare, Marketplace and TRICARE
• Strong collaboration and conflict resolution skill sets
• Proven leadership skills with the ability to build relationships, collaborate and influence at all levels
• Ability to work in a fast-past environment
• Strong attention to detail
• Ability to develop, prioritize and accomplish goals/time management
• Strong decision making and problem solving skills
• Exceptional written and verbal communication skills
• Ability to work independently and within a team environment
• Effective active listening and critical thinking skills
• Display a customer service, member-focused orientation

Licensure / Certification

• None

Working Conditions:

• General office environment; may be required to sit or stand for extended periods of time

Compensation Range:

$92,300.00 - $161,600.00

CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type (hourly/salary):

Salary

Organization Level Competencies

• Create an Inclusive Environment

• Cultivate Partnerships

• Develop Self and Others

• Drive Execution

• Influence Others

• Pursue Personal Excellence

• Understand the Business

 

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an inclusive environment that welcomes and supports individuals of all backgrounds.

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