Manager, Customer Engagement Training Delivery

Manager, Customer Engagement and Experience Training Delivery

Job Category:
Customer Service

Department:
Office of CSC Excellence

Location:

Los Angeles, CA, US, 90017

Position Type:
Full Time

Requisition

Salary Range:$88,854.00(Min.) -$(Mid.) -$(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.

The Manager of Customer Engagement and Experience Training Delivery oversees end-to-end training programs that prepare customer service representatives to deliver excellent, compliant, and accurate support to L.A. Care members across all lines of business. This position manages and leads a team responsible for content creation, new hire onboarding, upskilling, system training, regulatory training, and continuous learning.

The Manager partners with key stakeholders to ensure training supports first call resolution, performance goals, regulatory requirements, and member experience standards.

The Manager manages all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating direct reports. Participates and make recommendation on the department's strategic planning and/or long-term decision-making.

Manages the development, coordination, and delivery of training programs for customer service teams, including new hire onboarding, refresher training, upskilling, cross-training, and product updates. Ensures all training content reflects current health plan benefits, state and federal requirements, contact center scripts, systems, and operational workflows. Oversees the creation of training materials, facilitator guides, job aids, and e-learning modules.

Manages and leads the Training Specialists. Conducts coaching, performance evaluations, and professional development. Promotes a culture of customer engagement, teamwork, high-quality facilitation, and continuous improvement.

Collaborates with key stakeholders to identify training needs and performance gaps. Participates in business reviews, calibrations, Quality Assurance (QA) trend meetings, and system enhancement discussions. Ensures training supports key metrics such as call quality, first call resolution, accuracy, service levels, compliance, and member satisfaction.

Guarantees that training programs meet Centers for Medicare and Medicaid Services (CMS), state, National Committee for Quality Assurance (NCQA), Health Insurance Portability and Accountability Act (HIPAA), and organizational compliance standards. Partners with Compliance to develop, schedule, and track mandatory trainings on privacy, fraud/waste/abuse (FWA), and regulatory updates. Maintains audit-ready documentation for training content, attendance, and evaluations.

Oversees the design and maintenance of course content using adult learning principles. Updates training materials promptly when system changes, benefit updates, or new regulations occur. Ensures consistency of workflow teaching across trainers and training channels.

Assesses training effectiveness through evaluations, testing, knowledge checks, QA feedback, and post-training performance metrics. Tracks speed-to-competency, new hire performance, and continuous improvement opportunities. Uses data to refine training methods and curriculum.

Oversees use of Learning Management Systems (LMS) platforms, e-learning software, virtual training tools, and contact center simulation technologies. Recommends new tools or enhancements to improve learner customer engagement and training quality. Supports both in-person and virtual training experiences.

Supports initiatives that impact customer service performance, such as Consumer Assessment of Healthcare Providers…