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customer service manager

L.A. Care Health Plan

<div></div><div><div><div><div><div><div><div><p>Manager, Customer Engagement and Experience Quality Assurance
</p></div></div></div></div><div><div><div><div><b>Job Category: </b>Customer Service
</div></div></div></div><div><div><div><div><b>Department: </b>Office of CSC Excellence
</div></div></div></div><div><div><div><div><b>Location:
</b>Los Angeles, CA, US, 90017
</div></div></div></div><div><div><div><div><b>Position Type: </b>Full Time
</div></div></div></div><div><div><div><div><b>Requisition ID: </b>12998
</div></div></div></div><div><div><div><div><div><b>Salary Range:</b> $88,854.00 (Min.) - $115,509.00 (Mid.) - $142,166.00 (Max.)</div><br>
<div></div>
<div>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&rsquo;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.<br>
<br>
Mission: L.A. Care&rsquo;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.<br>
</div><div><div><div><div>Job Summary</div>
</div><div><div>
The Manager of Customer Engagement and Experience Quality Assurance (QA) is responsible for leading quality oversight, service excellence, and member experience improvement activities within the health plan&rsquo;s customer experience operations. This position ensures that customer service cross functional teams deliver accurate, high-quality, culturally competent support to members.</div><br>
<div></div>
<div>
The Manager oversees QA reviews, conducts experience analytics, guides service improvement initiatives, and partners with operational leaders to strengthen performance tied to Consumer Assessment of Healthcare Providers and Systems (CAHPS), STARS, Centers for Medicare and Medicaid Services (CMS)/State requirements, and organizational service standards.</div><br>
<div></div>
<div>
The Manager is also responsible for effectively representing the department and the organization for various audits, initiatives, etc. and facilitating and/or providing technical expertise and support for various cross-functional meetings, task forces, and committees.</div><br>
<div></div>
<div>
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.</div></div></div><div><div><div>
Duties</div>
</div><div><div>
Leads the development, execution, and continuous enhancement of the customer experience QA program. Creates and maintains QA scorecards, evaluation criteria, scripts, and standards aligned with health plan policies and regulatory requirements. Conducts regular calibrations with supervisors and operational leadership to ensure scoring consistency and fairness. Evaluates all forms of member interactions for accuracy, empathy, compliance, and resolution quality.</div><br>
<div></div>
<div>
Monitors and interprets trends in member experience metrics, including CAHPS, satisfaction surveys, complaints, and grievance themes. Identifies root causes of negative member experiences and recommends targeted solutions. Leads initiatives that improve first call resolution, member education, clarity of communication, and service recovery effectiveness. Supports culturally sensitive and health-literate communication practices across customer experience service teams.</div><br>
<div></div>
<div>
Works closely with customer experience leadership to provide recommendations for process improvements, workflow optimization, and service protocols. Tracks performance outcomes and collaborates on coaching plans for teams and individuals. Provides timely feedback to supervisors and frontline staff to reinforce excellence and correct deficiencies.</div><br>
<div></div>
<div>
Partners with Training/Learning and Development to design onboarding and ongoing training aligned with QA findings. Ensures training content reflects service expectations, regulatory updates, and quality standards. Facilitates QA refresher sessions, coaching workshops, and service excellence training as needed.</div><br>
<div></div>
<div>
Prepares QA documentation and evidence for regulatory reviews, internal audits, and accreditation surveys. Supports the development and monitoring of corrective action plans when compliance issues arise.</div><br>
<div></div>
<div>
Develops and maintains dashboards and reports that track QA outcomes, experience trends, and service performance. Presents insights to leadership, identifying risks, opportunities, and actionable recommendations. Monitors Key Performance Indicators (KPIs) such as call accuracy, empathy quality, service level impact, error rates, and first call resolution.</div><br>
<div></div>
<div>
Partners cross-functionally to align on experience strategy. Participate in cross-functional initiatives to improve end-to-end customer experience and streamline the member journey. Serves as a subject matter expert on service quality, customer engagement, and experience-driven best practices.</div><br>
<div></div>
<div>
 Conducts development planning. Fosters a culture of accountability, team collaboration, and service excellence.</div><br>
<div></div>
<div>
Manage staff , including, but not limited to: monitoring of day to day activities of staff, monitoring of staff performance, mentoring, training, and cross-training of staff, handling of questions or issues, etc. raised by staff, encourage staff to provide recommendations for relevant process and systems enhancements, among others.</div><br>
<div></div>
<div>
Manages complex projects, engaging and updating key stakeholders, developing timelines, leads others to complete deliverables on time and ensures implementation upon approval.</div><br>
<div></div>
<div>
Responsible for reporting, budgeting, and policy implementation.</div><br>
<div></div>
<div>
Performs other duties as assigned.</div></div></div><div><div><div>
Duties Continued</div>
</div></div><div></div><div><div><div>Education Required</div>
</div><div><div>Bachelor's Degree</div><div>
In lieu of degree, equivalent education and/or experience may be considered.</div></div></div><div><div><div>
Education Preferred</div>
</div></div><div></div><div><div><div>Experience</div>
</div><div><div><b>
Required:</b></div>
<div>
At least 4 years of experience in customer service operations within a health plan or healthcare environment.</div><br>
<div></div>
<div>
At least 3 years of experience in leading, supervising and/or managing staff.</div><br>
<div></div>
<div><b>
Equivalency:</b> Completion of the L.A. Care Management Certificate Training Program may substitute for the supervisory/management experience requirement.</div><br>
<div></div>
<div>
At least 3 years of experience in quality assurance, customer experience, or service excellence.</div><br>
<div></div>
<div>
Experience leading teams, projects, initiatives, or cross-functional groups.</div><br>
<div></div>
<div><b>
Preferred:</b></div>
<div>
Prior exposure to CAHPS improvement, health plan call center metrics, and service audits highly preferred.</div></div></div><div><div><div>
Skills</div>
</div><div><div><b>
Required:</b></div>
<div>
Strong understanding of health plan operations, benefits, and regulatory standards.</div><br>
<div></div>
<div>
Excellent analytical, quality auditing, and reporting skills.</div><br>
<div></div>
<div>
Ability to translate data into insights and actionable performance improvements.</div><br>
<div></div>
<div>
Exceptional communication, coaching, and facilitation skills.</div><br>
<div></div>
<div>
Strong leadership skills and ability to motivate and support teams.</div><br>
<div></div>
<div>
Knowledge of service quality frameworks, root-cause analysis, and continuous improvement methodologies (e.g., Lean/Six Sigma) is a plus.</div><br>
<div></div>
<div>
High attention to detail and organizational skills.</div><br>
<div></div>
<div>
Proficiency in MS suite.</div><br>
<div></div>
<div>
Strong interpersonal skills for building relationships, fostering teamwork, and creating a positive work environment. Ability to guide and support team members.</div><br>
<div></div>
<div>
Excellent ability to set clear goals, develop strategic plans to achieve those goals, and inspire others to work towards a shared vision.</div><br>
<div></div>
<div>
Skilled in mediating disputes and resolving conflicts in a fair and constructive manner.</div><br>
<div></div>
<div>
Must have a deep understanding of financial principles. Ability and excellent knowledge in developing and managing budgets, forecasting future financial outcomes, and making informed decisions about resource allocation.</div><br>
<div></div>
<div>
Demonstrated ability to make informed decisions.</div><br>
<div></div>
<div>
Strong verbal, written communication and presentation skills.</div><br>
<div></div>
<div>
Deep understanding of the industry, market dynamics, and organizational operations to identify opportunities and navigate challenges.</div><br>
<div></div>
<div>
Strong ability and knowledge to analyze market trends, anticipate future changes, and develop long-term strategies that align with the company's goals.</div></div></div><div><div><div>
Licenses/Certifications Required</div>
</div></div><div></div><div><div><div>Licenses/Certifications Preferred</div>
</div></div><div></div><div><div><div>Required Training</div>
</div></div><div></div><div><div><div>Physical Requirements</div>
</div><div><div>Light</div></div></div><div><div><div>
Additional Information</div>
</div></div></div><div></div><div><b>
Salary Range Disclaimer:</b> The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.</div><br>
<div></div>
<div><b>L.A. Care offers a wide range of benefits including</b></div>
<ul><li>Paid Time Off (PTO)</li>
<li>Tuition Reimbursement</li>
<li>Retirement Plans</li>
<li>Medical, Dental and Vision</li>
<li>Wellness Program</li>
<li>Volunteer Time Off (VTO)</li></ul><div><br>
</div></div></div></div></div><p><br>
<b>Nearest Major Market: </b>Los Angeles
<br>
<b>Job Segment: </b>Call Center Manager, Call Center Supervisor, Medicaid, Medicare, Call Center, Customer Service, Healthcare</p></div></div></div><div></div>

Manager, Customer Engagement and Experience Quality Assurance

Lucas Museum of Narrative Art

<div>
 <strong>
  About The Lucas Museum Of Narrative Art
  <br/>
  <br/>
 </strong>
 Opening in September 2026, the Lucas Museum of Narrative Art is dedicated to illustrated storytelling. Founded by George Lucas and Mellody Hobson, the museum&rsquo;s collection features works by artists including Norman Rockwell, Kadir Nelson, Jessie Willcox Smith, N. C. Wyeth, Beatrix Potter, Judith F. Baca, Frida Kahlo, and Maxfield Parrish; as well as comic art legends such as Winsor McCay, Jack Kirby, Frank Frazetta, Alison Bechdel, Chris Ware, and R. Crumb; and photographers Gordon Parks, Henri Cartier-Bresson, and Dorothea Lange. The Museum also houses the Lucas Archives, containing models, props, concept art, and costumes from Lucas&rsquo;s filmmaking career.
 <br/>
 <br/>
 Designed by Ma Yansong of MAD with a landscape by Mia Lehrer of Studio-MLA, the Museum is in Exposition Park, Los Angeles, on an 11-acre campus that includes new green space and a 300,000-square-foot building with galleries, two theaters, a library, restaurant, caf&eacute;, retail store, and community spaces.
 <br/>
 <br/>
 <strong>
  Position Summary
  <br/>
  <br/>
 </strong>
 The Lucas Museum is sharply focused on creating a superior level of visitor enjoyment and experience for all our onsite visitors. Reporting to the Senior Manager of Visitor Services, the Manager has a key role in helping achieve this objective.
 <br/>
 <br/>
 The Manager, Visitor Services will play a key role in ensuring the smooth day-to-day operations of the museum while contributing to the growth and success of the museum and creating an enriching experience for our visitors. This may include participating in hiring, training, and supervising frontline staff; finalizing weekly schedules; managing daily floor operations; maintaining exceptional standards of customer service; ensuring all publicly accessible spaces are impeccably clean; managing onsite ticketing and queuing; and aiding visitors in navigating their visits. The Manager will work closely with Visitor Services leadership team, Volunteer, Accessibility, and Security departments to provide integrated workflows that address all visitor and institutional needs.
 <br/>
 <br/>
 The Manager, Visitor Services will partner with the team to quickly resolve issues and identify opportunities pertaining to visitor feedback. The Manager, Visitor Services may support leadership with special projects including analyzing attendance data and driving earned revenues including ticket sales, memberships, programming, and other offerings.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 Pre-Opening
 <br/>
 <br/>
 <ul>
  <li>
   With a cross-departmental team of colleagues, support development of procedures for all aspects of interactions with visitors, including ticketing, membership sales, queuing, visitor flow, group visit procedures, information distribution, and more
  </li>
  <li>
   Participate in the creation of the museum&rsquo;s CRM and POS systems
  </li>
  <li>
   Develop and facilitate training curriculum for front-line staff
  </li>
  <li>
   Participate in development of attendance tracking and reporting systems, visitor experience and visitor feedback reporting, and visitor surveying
   <br/>
   <br/>
  </li>
 </ul>
 Post-Opening
 <br/>
 <br/>
 <ul>
  <li>
   Supervise and mentor the front-line Visitor Services team
  </li>
  <li>
   Oversee daily operations of the Visitor Services department, including ticketing, queuing, visitor flow, group visit procedures, information distribution, hiring/training/supervising, scheduling, and more
  </li>
  <li>
   Handle any visitor escalations that cannot be settled at the floor staff level
  </li>
  <li>
   Act as a liaison between administrative staff and frontline staff
  </li>
  <li>
   Use data, experimentation, and visitor feedback to proactively identify, develop and implement new programs and initiatives to improve the visitor experience
  </li>
  <li>
   Ensure secure and accurate collection and recording of all transactions, reconcile daily transaction reports, and provide regular reports of admissions data to colleagues
  </li>
  <li>
   Oversee admissions operations cash handling; online, phone, and in-person ticket transactions
  </li>
  <li>
   Manage queues in real-time to maximize attendance and visitor experience
  </li>
  <li>
   Coordinate all daily visitor experience efforts with the museum&rsquo;s restaurant, caf&eacute;, and shop; ensure effective and efficient scheduling without conflict
  </li>
  <li>
   Work closely with security to support a program of preparedness and rapid response that spots and deescalates issues
  </li>
  <li>
   Work closely with Food &amp; Beverage and the Retail store to ensure close cooperation and a superior customer service experience
  </li>
  <li>
   Participate in and continuously refine hiring and training practices
  </li>
  <li>
   Mentor and provide feedback to staff in a contemporaneous and effective manner
  </li>
  <li>
   Work closely with colleagues in Expo Park to coordinate activities across multiple venues
  </li>
  <li>
   A major portion of the Visitor Services operation will be driving membership through sales and through an enhanced membership experience
  </li>
  <li>
   Creating a culture within the staff of engagement that leads to higher sales of tickets and memberships
  </li>
  <li>
   Stay up to date with industry trends and best practices
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  CORE COMPETENCIES
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Analytical Rigor: Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision.
  </li>
  <li>
   Courageous Communication: Intentionally works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible.
  </li>
  <li>
   Collaborative Excellence: Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders.
  </li>
  <li>
   Adaptive Resilience: Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.
  </li>
  <li>
   Building Trust &amp; Relationship Management
  </li>
  <li>
   Accountable Ownership and clearly shares information and the "why" behind decisions.
  </li>
  <li>
   Asks for and values the opinions of others. Displays empathy when listening.
  </li>
  <li>
   Acknowledges when trust has been broken and focuses on rebuilding.
  </li>
  <li>
   Relates comfortably with people across levels, functions, cultures, and geographies. Identifies interpersonal and group dynamics and reacts effectively.
  </li>
  <li>
   Accountable Ownership
  </li>
  <li>
   Takes ownership of outcomes, positive or negative, without blaming others within the team or cross-functionally.
  </li>
  <li>
   Recognizes when they are not approaching a situation with accountability but instead with a blame mindset.
  </li>
  <li>
   Takes accountability for assigned tasks and executes on deliverables in a timely manner.
  </li>
  <li>
   Strategic Alignment &amp; Execution
  </li>
  <li>
   Contributes to the organization by understanding and aligning actions with the organization's goals, core functions, needs, and values.
  </li>
  <li>
   Seeks out and incorporates multiple perspectives, experiences, and industry trends to develop a holistic perspective. Operationalizes ideas within the business model.
  </li>
  <li>
   Displays critical thinking when faced with a challenge by asking probing questions and looking for connections.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   3+ years of experience in a supervisory or management role at an organization that modeled a high degree of customer service and sales
  </li>
  <li>
   Museum experience is not essential, but experience in hospitality, attractions, cultural organizations or admissions-driven institutions preferred
  </li>
  <li>
   Experience directly managing and motivating large numbers of hourly staff
  </li>
  <li>
   Experience managing complex staffing schedules for hourly staff
  </li>
  <li>
   Demonstrated commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging in hiring, staffing, management, training, and leadership practices
  </li>
  <li>
   Ability to influence and engage direct reports and peers and create a positive work environment
  </li>
  <li>
   Excellent communication and interpersonal skills
  </li>
  <li>
   Strong organizational and problem-solving skills
  </li>
  <li>
   Ability to work independently and as part of a team
  </li>
  <li>
   Solid strategic planning, organizational and project management skills
  </li>
  <li>
   Ability to work under pressure and meet deadlines
  </li>
  <li>
   Experience with POS systems, ticketing software, and retail operations
  </li>
  <li>
   Ability to work a flexible schedule, including weekends and evenings, as required
  </li>
  <li>
   Multi-language fluency strongly preferred
   <br/>
   <br/>
  </li>
 </ul>
 $66,300 - $77,900 a year
 <br/>
 <br/>
 <strong>
  EQUAL OPPORTUNITY AND OUR COMMITMENT TO DEAIB
  <br/>
  <br/>
 </strong>
 The Lucas Museum of Narrative Art embraces diversity and equal opportunity. We are committed to building a team that represents and supports a variety of backgrounds and perspectives. The Lucas Museum fosters a work environment that is free of discrimination and harassment, whether based on race, national origin, gender, gender expression, religion, ethnic background, age, disability, marital status, sexual orientation, or any other criterion prohibited by applicable federal, state, or local laws. We believe that diversity and inclusion among our team is critical to our success, and we seek to recruit, develop, and retain the best qualified people from a diverse candidate pool. Applications from traditionally underrepresented communities are encouraged.
 <br/>
 <br/>
 The statements in this description represent typical elements, criteria, and general work performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the job.
 <br/>
 <br/>
 The Lucas Museum of Narrative Art is dedicated to the art of illustrated stories. Our mission is to inspire and connect people through the exploration of visual stories and their influences in society.
 <br/>
 <br/>
 <strong>
  VALUES
  <br/>
  <br/>
 </strong>
 Our internal and external practices are shaped by the following beliefs and behaviors.
 <br/>
 <br/>
 <strong>
  People First
 </strong>
 : We meet people wherever they are (physically, intellectually, emotionally). Our inclusive practice connects who people are and what they find emotional in works of art.
 <br/>
 <br/>
 <strong>
  Inspired:
 </strong>
 We believe that art can move you to feel, think, reflect, and act.
 <br/>
 <br/>
 <strong>
  Collaborative:
 </strong>
 We believe that nimble thinking and working together yield exponential results.
 <br/>
 <br/>
 <strong>
  STRATEGIC PRIORITIES
  <br/>
  <br/>
 </strong>
 <strong>
  Narrative Art
  <br/>
  <br/>
 </strong>
 Amplify the social impact of storytelling and illustration.
 <br/>
 <br/>
 <strong>
  Community
  <br/>
  <br/>
 </strong>
 Connect to a broad and diverse public.
 <br/>
 <br/>
 <strong>
  Operational Excellence
  <br/>
  <br/>
 </strong>
 Create a healthy and durable institution.
 <br/>
 <br/>
 <em>
  All staff at the Lucas Museum of Narrative Art lead through a deep commitment to diversity, equity, and inclusion, both within the Museum and with the communities that we serve.
  <br/>
  <br/>
 </em>
 <em>
  Salary and titles will be assigned commensurate to the successful candidates&rsquo; education and experience. An attractive compensation package will be offered to the successful candidate(s).
 </em>
</div>


Manager, Visitor Services

<div>
 <strong>
  About The Lucas Museum Of Narrative Art
  <br/>
  <br/>
 </strong>
 Opening in September 2026, the Lucas Museum of Narrative Art is dedicated to illustrated storytelling. Founded by George Lucas and Mellody Hobson, the museum&rsquo;s collection features works by artists including Norman Rockwell, Kadir Nelson, Jessie Willcox Smith, N. C. Wyeth, Beatrix Potter, Judith F. Baca, Frida Kahlo, and Maxfield Parrish; as well as comic art legends such as Winsor McCay, Jack Kirby, Frank Frazetta, Alison Bechdel, Chris Ware, and R. Crumb; and photographers Gordon Parks, Henri Cartier-Bresson, and Dorothea Lange. The Museum also houses the Lucas Archives, containing models, props, concept art, and costumes from Lucas&rsquo;s filmmaking career.
 <br/>
 <br/>
 Designed by Ma Yansong of MAD with a landscape by Mia Lehrer of Studio-MLA, the Museum is in Exposition Park, Los Angeles, on an 11-acre campus that includes new green space and a 300,000-square-foot building with galleries, two theaters, a library, restaurant, caf&eacute;, retail store, and community spaces.
 <br/>
 <br/>
 <strong>
  Position Summary
  <br/>
  <br/>
 </strong>
 The Lucas Museum is sharply focused on creating a superior level of visitor enjoyment and experience for all our onsite visitors. Reporting to the Director of Visitor Services, the Sr. Manager has a key role in helping achieve this objective.
 <br/>
 <br/>
 The Senior Manager, Visitor Services will play a key role in ensuring the smooth day-to-day operations of the museum while contributing to the growth and success of the museum and creating an enriching experience for our visitors. This may include participating in hiring, training, and supervising frontline staff; finalizing weekly schedules; managing daily floor operations; maintaining exceptional standards of customer service; ensuring all publicly accessible spaces are impeccably clean; managing onsite ticketing and queuing; and aiding visitors in navigating their visits. The Senior Manager of Visitor Services will work closely with Volunteer, Accessibility, and Security departments to provide integrated workflows that address all visitor and institutional needs.
 <br/>
 <br/>
 The Senior Manager, Visitor Services will partner with the Director of Visitor Services to quickly resolve issues and identify opportunities pertaining to visitor feedback. The Senior Manager, Visitor Services may support leadership with special projects including analyzing attendance data and driving earned revenues including ticket sales, memberships, programming, and other offerings.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 Pre-Opening
 <br/>
 <br/>
 <ul>
  <li>
   With a cross-departmental team of colleagues, develop the procedures for all aspects of interactions with visitors, including ticketing, membership sales, queuing, visitor flow, group visit procedures, information distribution, and more
  </li>
  <li>
   Help lead creation of the museum&rsquo;s CRM and POS systems
  </li>
  <li>
   Support recruitment, hiring, onboarding, and training of front-line staff in partnership with the Director of Visitor Services and People &amp; Culture, as well as development and delivery of training curriculum
  </li>
  <li>
   Help lead development of attendance tracking and reporting systems, visitor experience and visitor feedback reporting, and visitor surveying
   <br/>
   <br/>
  </li>
 </ul>
 Post-Opening
 <br/>
 <br/>
 <ul>
  <li>
   Provide leadership for daily operations of the Visitor Services department, including ticketing, queuing, visitor experience and flow, cash handling, group visit procedures, information distribution, hiring/training/supervising, creating schedules, and more
  </li>
  <li>
   Supervise and provide mentorship to the Manager, Visitor Services and front-line Visitor Services team
  </li>
  <li>
   Act as a liaison between administrative teams including Membership, Curatorial, IT, and others and frontline staff
  </li>
  <li>
   Serve as an escalation point for visitor escalations that cannot be settled at the floor staff level
  </li>
  <li>
   Ensure secure and accurate collection and recording of all transactions, reconcile daily transaction reports, and provide regular reports of admissions data to colleagues
  </li>
  <li>
   Work closely with security to support a program of preparedness and rapid response that spots and deescalates issues
  </li>
  <li>
   Work closely with Food &amp; Beverage and the Retail store to ensure close cooperation and a superior customer service experience
  </li>
  <li>
   Use data, experimentation, and visitor feedback to proactively identify, develop and implement new programs and initiatives to improve the visitor experience
  </li>
  <li>
   Continuously refine hiring and training practices
  </li>
  <li>
   Mentor and provide feedback to staff in a contemporaneous and effective manner
  </li>
  <li>
   Work closely with colleagues in Expo Park to coordinate activities across multiple venues
  </li>
  <li>
   A major portion of the Visitor Services operation will be driving membership through sales and through an enhanced membership experience
  </li>
  <li>
   Creating a culture within the staff of engagement that leads to higher sales of tickets and memberships
  </li>
  <li>
   Stay up to date with industry trends and best practices
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  CORE COMPETENCIES
  <br/>
  <br/>
 </strong>
 <strong>
  Analytical Rigor:
 </strong>
 Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision.
 <br/>
 <br/>
 <strong>
  Courageous Communication:
 </strong>
 Intentionally works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible.
 <br/>
 <br/>
 <strong>
  Collaborative Excellence:
 </strong>
 Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders.
 <br/>
 <br/>
 <strong>
  Adaptive Resilience:
 </strong>
 Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.
 <br/>
 <br/>
 <strong>
  Inclusive Interaction:
 </strong>
 Actively contributes to an environment in which all employees feel a sense of belonging, valued for their differences and empowered to participate and contribute freely.
 <br/>
 <br/>
 <strong>
  Building Trust &amp; Relationship Management
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Accountable Ownership and clearly shares information and the "why" behind decisions.
  </li>
  <li>
   Asks for and values the opinions of others. Displays empathy when listening.
  </li>
  <li>
   Acknowledges when trust has been broken and focuses on rebuilding.
  </li>
  <li>
   Relates comfortably with people across levels, functions, cultures, and geographies. Identifies interpersonal and group dynamics and reacts effectively.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Accountable Ownership
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Takes ownership of outcomes, positive or negative, without blaming others within the team or cross-functionally.
  </li>
  <li>
   Recognizes when they are not approaching a situation with accountability but instead with a blame mindset.
  </li>
  <li>
   Takes accountability for assigned tasks and executes on deliverables in a timely manner.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Strategic Alignment &amp; Execution
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Contributes to the organization by understanding and aligning actions with the organization's goals, core functions, needs, and values.
  </li>
  <li>
   Seeks out and incorporates multiple perspectives, experiences, and industry trends to develop a holistic perspective. Operationalizes ideas within the business model.
  </li>
  <li>
   Displays critical thinking when faced with a challenge by asking probing questions and looking for connections.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   5+ years of experience in a supervisory or management role at an organization that modeled a high degree of customer service and sales
  </li>
  <li>
   Museum experience is not essential, but experience in hospitality, attractions, cultural organizations or admissions-driven institutions preferred
  </li>
  <li>
   Experience directly managing and motivating large numbers of hourly staff
  </li>
  <li>
   Experience managing complex staffing schedules for hourly staff
  </li>
  <li>
   Demonstrated commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging in hiring, staffing, management, training, and leadership practices
  </li>
  <li>
   Ability to influence and engage direct reports and peers and create a positive work environment
  </li>
  <li>
   Excellent communication and interpersonal skills
  </li>
  <li>
   Strong organizational and problem-solving skills
  </li>
  <li>
   Ability to work independently and as part of a team
  </li>
  <li>
   Solid strategic planning, organizational and project management skills
  </li>
  <li>
   Ability to work under pressure and meet deadlines
  </li>
  <li>
   Experience with POS systems, ticketing software, and retail operations
  </li>
  <li>
   Ability to work a flexible schedule, including weekends and evenings, as required
  </li>
  <li>
   Multi-language fluency strongly preferred
   <br/>
   <br/>
  </li>
 </ul>
 #hospitality #entertainment #museum industry #supervisor #museum
 <br/>
 <br/>
 $83,000 - $97,000 a year
 <br/>
 <br/>
 <strong>
  EQUAL OPPORTUNITY AND OUR COMMITMENT TO DEAIB
  <br/>
  <br/>
 </strong>
 The Lucas Museum of Narrative Art embraces diversity and equal opportunity. We are committed to building a team that represents and supports a variety of backgrounds and perspectives. The Lucas Museum fosters a work environment that is free of discrimination and harassment, whether based on race, national origin, gender, gender expression, religion, ethnic background, age, disability, marital status, sexual orientation, or any other criterion prohibited by applicable federal, state, or local laws. We believe that diversity and inclusion among our team is critical to our success, and we seek to recruit, develop, and retain the best qualified people from a diverse candidate pool. Applications from traditionally underrepresented communities are encouraged.
 <br/>
 <br/>
 The statements in this description represent typical elements, criteria, and general work performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the job.
 <br/>
 <br/>
 The Lucas Museum of Narrative Art is dedicated to the art of illustrated stories. Our mission is to inspire and connect people through the exploration of visual stories and their influences in society.
 <br/>
 <br/>
 <strong>
  VALUES
  <br/>
  <br/>
 </strong>
 Our internal and external practices are shaped by the following beliefs and behaviors.
 <br/>
 <br/>
 <strong>
  People First
 </strong>
 : We meet people wherever they are (physically, intellectually, emotionally). Our inclusive practice connects who people are and what they find emotional in works of art.
 <br/>
 <br/>
 <strong>
  Inspired:
 </strong>
 We believe that art can move you to feel, think, reflect, and act.
 <br/>
 <br/>
 <strong>
  Collaborative:
 </strong>
 We believe that nimble thinking and working together yield exponential results.
 <br/>
 <br/>
 <strong>
  STRATEGIC PRIORITIES
  <br/>
  <br/>
 </strong>
 <strong>
  Narrative Art
  <br/>
  <br/>
 </strong>
 Amplify the social impact of storytelling and illustration.
 <br/>
 <br/>
 <strong>
  Community
  <br/>
  <br/>
 </strong>
 Connect to a broad and diverse public.
 <br/>
 <br/>
 <strong>
  Operational Excellence
  <br/>
  <br/>
 </strong>
 Create a healthy and durable institution.
 <br/>
 <br/>
 <em>
  All staff at the Lucas Museum of Narrative Art lead through a deep commitment to diversity, equity, and inclusion, both within the Museum and with the communities that we serve.
  <br/>
  <br/>
 </em>
 <em>
  Salary and titles will be assigned commensurate to the successful candidates&rsquo; education and experience. An attractive compensation package will be offered to the successful candidate(s).
 </em>
</div>


Senior Manager, Visitor Services

SBH Fashion

<div>
 <strong>
  Job Title: Head of Operations &amp; Logistics
  <br/>
  <br/>
 </strong>
 <strong>
  About The Role
  <br/>
  <br/>
 </strong>
 We are seeking an experienced Operations &amp; Supply Chain professional who will oversee our Logistics, Transportation, 3P/Fulfillment, Customer Service and operations. Reporting into the CFO and directing a team of ~5 plus partners (3PL, forwarders, agencies). This is an exciting opportunity for a mission-oriented individual who has experience managing global supply chain efforts and customer service. The position is based in the HQ office (SF) or remote location, preferably Kentucky. Travel to the 3PL is required and/or to the office is required.
 <br/>
 <br/>
 <strong>
  What You&rsquo;re Responsible For
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Set strategy and oversee all activities and partners related to global logistics (India, Turkey, Europe, USA, Latam), warehousing &amp; fulfillment, customer service and ops partners.
  </li>
  <li>
   Responsible for achieving company goals in terms of costs and efficiencies: fulfillment cost (3PL and per unit costs), optimization of transportation (landing + Freight), time-to-market timelines (calendar and SLAs), reduction of returns, customer service satisfaction and automation, oversight of integrations (3PL, EDI, returns etc).
  </li>
  <li>
   Define and document S&amp;OP processes &amp; frameworks to harmonize day-to-day operational practices.
  </li>
  <li>
   Timely execution (and early detection of potential setbacks/bottlenecks) to exceed KPIs, SLAs, and customer service/experience goals. Problem solver for operational bottlenecks.
  </li>
  <li>
   Track, analyze and report operational performance KPIs via dashboards and scorecards.
  </li>
  <li>
   Partner cross-functionally with Planning, Production, Marketing, Ecommerce, Retail, B2B, and Finance teams on cross-functional processes such as: inventory receipts tracking, on-time delivery and processing, go-to-market calendar (speed-to-market), onboarding/offboarding of key partners (packaging, etc), Re-Commerce operations.
  </li>
  <li>
   Support new product development launches that require inbound &amp; outbound shipping, new packaging, logistics/delivery services, and tech integrations.
  </li>
  <li>
   Manage customs brokers and carriers (LTL, FCL, ocean, air, small parcel), packaging suppliers, ensuring compliance with volume and service commitments.
  </li>
  <li>
   Manage 3P fulfillment partners and performance (OTIF, inventory accuracy, retailer compliance) to improve service levels, reduce cost, and reduce lead times.
  </li>
  <li>
   Manage Re-Commerce partners (2Nd Home Re-Commerce partners): establish efficient operations related to company product circularity and renewal goals.
  </li>
  <li>
   Identify and implement new technologies and operational enhancements to improve end-to-end coordination, automate processes, adopt AI solutions and improve overall efficiency.
  </li>
  <li>
   Oversee back-end integrations and dataflows between the company's ERP, middleware/order management systems, and 3P fulfillment center.
  </li>
  <li>
   Manage, hire and develop team.
  </li>
  <li>
   Stay up-to-date and communicate with management global and industry-specific developments, trends, and events (global tariffs) that may impact the company's operations.
  </li>
  <li>
   Establish sustainability goals related to functional areas of responsibility (packaging, freight carbon reduction, circularity).
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What We&rsquo;re Looking For
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor&rsquo;s degree, preferably in Supply Chain Management.
  </li>
  <li>
   8+ years&rsquo; experience leading global supply chain operations, fulfillment, transportation and customer service at a retail company with omnichannel model (required).
  </li>
  <li>
   Resilient, global supply chain professional with a demonstrated ability to ensure operational continuity during unforeseen disruptions.
  </li>
  <li>
   Experience managing long-term relationships with third-party partners in the supply chain operations, fulfillment, transportation and customer service space.
  </li>
  <li>
   Experience successfully negotiating contracts with third-party partners in the supply chain, fulfillment, transportation and customer service space.
  </li>
  <li>
   Excellent analysis skills, including the ability to create and work with models to analyze operations, fulfillment and transportation scenarios.
  </li>
  <li>
   Experience in project management: leading projects from ideation to go-live. Ideally in warehouse/retailer integration space.
  </li>
  <li>
   Proficient in Microsoft Office applications, including Microsoft Excel, PowerPoint and Word.
  </li>
  <li>
   Excellent interpersonal skills and the ability to interact with all levels of the organization.
  </li>
  <li>
   Strong organizational skills and ability to manage multiple projects simultaneously.
  </li>
  <li>
   Strong oral and written communication skills, including presentation skills.
   <br/>
   <br/>
  </li>
 </ul>
 Salary $150,000 + 10% discretionary bonus
 <br/>
 <br/>
</div>


Head of Operations & Logistics

Bank of Hope

<div><p>Branch Operations Support:</p>
<ul>
<li>Handle daily operational functions accurately and efficiently, including all other routine transactions.</li>
<li>Ensure branch compliance with all policies, procedures, and regulatory requirements, including security protocols.</li>
<li>Assist with teller duties at least 25% of their time including peak hours or staff shortages, processing transactions such as deposits, withdrawals, transfers, and other routine transactions with efficiency.</li>
<li>Adhere to and enforce fraud detection and prevention protocols, reviewing any suspicious account activity and reporting potential risks.</li>
<li>Assist with the preparation and coordination of audits, following through on any corrective actions.</li>
</ul>
<p>Customer Service &amp; Problem Resolution:</p>
<ul>
<li>Deliver an exceptional customer experience by assisting with inquiries, resolving issues, and ensuring a welcoming environment for all clients.</li>
<li>Engage proactively with customers to understand their needs, offering personalized banking solutions that enhance the customer relationship.</li>
<li>Act as a role model for front-line staff, ensuring that the highest levels of customer service are maintained at all times.</li>
<li>Act as an escalation point for more complex customer issues and work with other departments to provide effective solutions.</li>
<li>Identify opportunities for cross-selling and upselling bank products and services, contributing to the branch&rsquo;s overall sales goals.</li>
<li>Collaborate with the Branch Manager, Operations Manager and Premier Banking Officer to support customer retention and expansion efforts, helping to grow the branch&rsquo;s customer base.</li>
</ul>
<p>Team Support &amp; Leadership:</p>
<ul>
<li>Help mentor tellers and other front-line staff on bank procedures, customer service standards, and operational tasks.</li>
<li>Provide guidance to the team on operational issues and ensure consistent application of best practices.</li>
<li>Assist with back-office duties as needed, including processing wire transfers, stop payments, and other administrative tasks.</li></ul><br>
<p></p>
<p><b>
Job Qualifications/Requirements</b></p>
<p>
Education/Credentials</p>
<ul>
<li>Minimum Education Level: High School Diploma</li>
</ul>
<p>Prior Experience</p>
<ul>
<li>Required: At least 3 years of experience working in branch operations.</li>
</ul>
<p>Skills</p>
<ul>
<li>English: Written: Advanced Verbal: Fluent</li>
<li>Required: Ability to manage multiple tasks, projects and deadlines simultaneously.</li>
<li>Required: Excellent verbal and written communication skills.</li>
<li>Required: Strong organizational skills with a willingness to adapt to change as needed in a fast paced environment.</li>
<li>Additional Languages: Korean preferred</li></ul><br>
<p></p>
<p>
The salary range for this full-time position is $24.00 Hourly - $30.50 Hourly + bonus + benefits</p>
<p>
Salary ranges are determined based on qualifications, level, and location</p>
<p>
Exact compensation may vary based on your skills and experience.</p><br>
<p></p>
<p>
Bank of Hope is an equal employment opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, genetic information, national or ethnic origin, disability, marital status, veteran status or any other basis protected by federal, state, or local law.</p></div>

Service Officer

MV Transportation

<div>
 If you reside in California, please see our California Applicant Privacy Policy for more information about our data handling practices and your data rights.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 MV Transportation is seeking a
 <strong>
  Dispatcher
 </strong>
 who work s to direct the day-to-day route operations and report to the Operations Manager. This work is done in compliance with the procedures defined by the client and in conformance with company procedures. His/her duties involve daily communication and interaction with drivers and clients. He/she must also organize and conduct activities to assure safe, cost-effective, on-time operating performance. Tracks and reports sign-in/sign-out times, assures routes are timely, and communicates service issues to the Operations Manager as appropriate.
 <br/>
 <br/>
 <strong>
  Job Responsibilities :
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Takes client calls and communicates issues with drivers and Dispatch Supervisors or Dispatch Managers as appropriate.
  </li>
  <li>
   Monitors radio, telephones and on-road provision of service for quality.
  </li>
  <li>
   Responsible for influencing positive employee morale and quality customer service.
  </li>
  <li>
   Monitors and completes driver sign-in and sign-out daily.
  </li>
  <li>
   May assign trips to drivers to assure adequate disbursement of trips between all assigned routes.
  </li>
  <li>
   Monitors daily system performance.
  </li>
  <li>
   Participates in analysis and review of operating performance.
  </li>
  <li>
   Notes closed and/or late starting of routes and communicates same to Dispatch Supervisors and/or Dispatch Managers as appropriate.
  </li>
  <li>
   All other duties, as assigned.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <strong>
  Talent Requirements :
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   One (1) year previous Dispatcher experience preferred.
  </li>
  <li>
   Two ( 2 ) years of Customer Service experience is preferred.
  </li>
  <li>
   High School d iploma or equivalent.
  </li>
  <li>
   Experience with Ride Co and Trapeze software.
  </li>
  <li>
   Ability to handle multiple tasks simultaneously and maintain composure under pressure in a fast pace environment.
  </li>
  <li>
   Demonstrate a high customer service commitment.
  </li>
  <li>
   Able to demonstrate professional phone manner.
  </li>
  <li>
   Knowledge of the service area is a plus.
   <br/>
   <br/>
  </li>
 </ul>
 Starting pay rate: $24.98/hour
 <br/>
 <br/>
 MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.  The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
 <br/>
 <br/>
 Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.
</div>


Dispatcher

<div><p>The <b>Custodial Project Manager </b>is responsible for the overall administration of the custodial services, aligning with the objectives of maintaining high standards of cleanliness, hygiene, and facility appearance in a cost-effective manner. The Project Manager must ensure the highest level of professionalism, meet the clients' needs, and commit to the goal of 100% cleanliness and orderliness across the facility. The Manager will develop and oversee the implementation of a preventive maintenance function, manage custodial inspection and monitoring programs, define and enact best custodial practices, and consistently evaluate and improve current cleaning, maintenance, and operation methods.</p>
<p><b>
Job Responsibilities:</b></p>
<ul>
<li>Oversee the operation and maintenance of custodial equipment and supplies, including vacuum cleaners, floor cleaners, and cleaning chemicals; ensure smooth execution of all custodial operations.</li>
<li>Ensure the availability of an adequate inventory of supplies required for the operation of the facility.</li>
<li>Direct and monitor activities of custodial contractors working within the facility, ensuring that they work in line with the organization's standards and objectives.</li>
<li>Maintain comprehensive and up-to-date documentation related to custodial operations for the facility.</li>
<li>Supervise and manage a team of custodial staff, including hiring, training, and development.</li>
<li>Develop and implement QA/QC processes in line with best custodial practices and regulations.</li>
<li>Oversee infrastructure assessments to ensure optimal cleanliness and hygiene.</li>
<li>Display exemplary leadership behaviors and uphold the highest safety, quality, and service standards.</li>
<li>Deliver and model UG2's commitment to excellent customer service.</li>
<li>Develop and implement custodial programs that align with client and customer demands and specifications.</li>
</ul>
<p><b>Key Interactions:</b></p>
<ul>
<li>Engage with leaders and stakeholders.</li>
<li>Engage with customers, visitors and clients.</li>
<li>Collaborate with other employees.</li>
</ul>
<p><b>Requirements (Knowledge, Abilities, Skills, and Education and/or Experience):</b></p>
<ul>
<li>Bachelor's degree or an equivalent level of professional education in Facility Management, Business Administration or related field.</li>
<li>Minimum of 5-10 years of related experience in custodial management and/or training; or equivalent combination of education and experience.</li>
<li>Strong knowledge of floor care.</li>
<li>Proven leadership skills with the ability to engage and motivate a large team.</li>
<li>Demonstrates high attention to detail and the ability to identify and resolve problems in a timely manner.</li>
<li>Excellent communication skills to interact with all levels of management, staff, clients, and customers.</li>
<li>Responds promptly to customer needs; meets commitments.</li>
<li>Adapts well to changes in the work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events.</li>
</ul>
<p><b>Working Conditions and/or Physical Requirements
</b></p><ul><li>Ability to lift up to 50 pounds.</li>
<li>Attention to detail, organization skills, and the ability to work in various physical positions, including standing, sitting, walking, bending and repetitive movement.</li>
</ul><div><b>About UG2:</b></div>
<div>Founded in 2012, UG2 is privately held and headquartered in Boston, Massachusetts. At UG2, we set the standard in facility services through our relentless pursuit of innovation and excellence. We take pride in exceeding client expectations and fostering a culture of continuous improvement.<br>
Every team member is integral in shaping our strategy and driving our mission. By embodying our commitment to service excellence, they directly contribute to UG2's growth and our reputation for delivering unparalleled results in a client-focused industry.</div>
<br>
Shift: 1st
<br>
Compensation: TBD</div>

Project Manager

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