Senior Manager, Customer Relations

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. The 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.