Senior Manager, Customer Relations

24 Hour Home Care - Corporate Division•El Segundo, CA

2d•$118,000 - $135,000•Hybrid

About The Position

24 Hour Home Care is a leading provider of home care and community-based services focused on helping individuals live safely and independently. As part of TEAM Services Group, a private equity-backed healthcare services organization, we combine a mission-driven culture with a commitment to innovation, growth, and operational excellence. Here, the work you do matters. Whether you’re supporting clients directly or helping drive our business forward, every role contributes to improving lives and strengthening the communities we serve. Grow with purpose. Lead with heart. Make a difference every day. The Senior Manager, Customer Relations leads the day-to-day performance and development of the client-facing service organization, including the Customer Service Coordinator team and Contact Center. This role is responsible for delivering consistent, responsive support to clients, families, and caregivers while maintaining strong service levels across a high-volume environment. This leader develops teams and frontline leaders, oversees Contact Center performance, manages escalations, and partners across the organization and with outsourced service providers to continuously improve the client experience.

Requirements

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, including a strong record of service quality and client retention.
3+ years of experience leading large teams of 20+ employees, including managing through supervisors or managers.
Experience building and managing high-volume service operations, including performance metrics, workforce planning, and quality programs.
Experience with contact center technology and CRM or case management systems; healthcare or another regulated service environment and outsourced/BPO partner management experience preferred.
People leadership, coaching, and team development
Contact center operations and performance management
Client advocacy and escalation management
Data-driven problem solving and continuous improvement
Cross-functional communication and collaboration

Nice To Haves

healthcare or another regulated service environment and outsourced/BPO partner management experience preferred.

Responsibilities

Lead, coach, and develop the Customer Relations organization through frontline supervisors and managers, including hiring, performance management, development, and succession planning.
Oversee Contact Center performance, workforce planning, quality assurance, and service metrics to maintain consistent coverage and service levels.
Serve as the senior escalation point for complex or sensitive client and family concerns, using trends and feedback to identify and address root causes.
Manage outsourced service partners and collaborate with technology teams to optimize telephony, CRM, case management, routing, and reporting tools.
Partner cross-functionally to improve client-facing processes, handoffs, policies, training, and workflows, using performance data and frontline insights to drive improvements.