Senior Manager, Customer Engagement

Salary Range:  $102,183.00 (Min.) - $132,838.00 (Mid.) - $163,492.00 (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, 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 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 e