Manager, CS Operations

THE ROLE:

The Operations Manager is responsible for supporting company growth and operational excellence within the Agency with Choice (AWC) program through effective leadership process management and cross-functional collaboration. This role oversees day-to-day operational functions including caregiver onboarding member admissions service coordination and program compliance while driving continuous improvement and operational efficiency across the region. The Manager Operations-AWC leads and develops service coordination teams monitors key operational metrics and partners with internal and external stakeholders to support program growth quality outcomes and an exceptional customer experience.

Primary Responsibilities

• Oversee day-to-day operational functions of the Agency with Choice (AWC) program
• Manage operational workflows from referral onboarding and admissions through ongoing service coordination for both health plan members and caregivers
• Identify operational inefficiencies and collaborate with leadership to streamline workflows and improve scalability
• Develop implement and maintain operational processes and standard operating procedures while ensuring compliance with company contractual federal state and local requirements
• Monitor operational performance metrics including admissions caregiver onboarding utilization quality measures and leading/lagging KPIs to drive action planning and accountability
• Lead coach train and develop AWC operations and service coordination team members while fostering a culture of accountability and continuous improvement
• Conduct routine employee performance evaluations and provide ongoing feedback coaching and recognition
• Collaborate cross-functionally with Accounting Operations Community Engagement and other internal teams to support service quality growth initiatives and reduction of program write-offs
• Partner with stakeholders to support risk mitigation planning related to escalations incidents or high-liability cases
• Maintain effective communication with internal teams external partners health plans and community stakeholders
• Uphold HIPAA compliance and maintain confidentiality of protected health information
• Support organizational culture by promoting open communication collaboration and positive team engagement

This is a hybrid position coming into the El Segundo office 1x per month.

WHAT YOU BRING TO THE TABLE:

Qualifications

• Bachelors degree preferred ideally in Business Administration Operations Management or a related field
• 25 years of customer service or operations management experience
• Bilingual Spanish preferred
• Experience leading or coaching teams in fast-paced operational environments
• Proficiency with Microsoft Office applications including Word Excel Outlook and Access
• Experience using Salesforce or other CRM systems preferred
• Strong strategic thinking decision-making and problem-solving abilities
• Ability to work independently while managing multiple priorities and deadlines
• Strong verbal and written communication skills with the ability to effectively communicate with internal and external stakeholders
• Must maintain reliable internet service for hybrid work environment

Skills

• Team leadership coaching and employee development
• Operational management and workflow optimization
• Strategic planning and process improvement
• Data analysis and performance monitoring
• Customer service and relationship management
• Cross-functional collaboration and communication
• Problem-solving and critical thinking
• Attention to detail and organizational skills
• Time management in fast-paced environments
• Sound judgment and decision-making
• Goal setting and accountability management