Manager, Claims Customer Service

Genworth is a company that empowers families to navigate the aging journey with confidence. The Manager, Claims Customer Service will lead a team to deliver high-quality customer service, drive team performance, and improve operational outcomes.

Responsibilities:

• Lead and develop a team of 12–15 associates to deliver high-quality, phone and transaction-based customer service, fostering an inclusive, collaborative environment aligned to Genworth | CareScout values
• Set performance expectations and oversee daily operations, using data and insights to monitor results, drive accountability, and optimize service delivery and team effectiveness
• Champion a culture of empathy, professionalism, and accountability by modeling strong interpersonal effectiveness and navigating challenging conversations with confidence and care
• Coach and support associates through regular feedback, call listening, and development conversations to strengthen performance, build capability, and enhance the overall customer experience
• Serve as a point of escalation for complex customer and associate issues, ensuring thoughtful, timely resolution while reinforcing a customer-first approach
• Leverage data and observations to identify trends, performance gaps, and opportunities to enhance processes, service quality, and team outcomes
• Partner with leadership and cross-functional teams to align on priorities, support business initiatives, and drive continuous improvement across the customer experience
• Foster team engagement by recognizing contributions, reinforcing positive behaviors, and building a high-performing, values-driven culture
• Support additional initiatives and responsibilities as needed to meet evolving business needs and team objectives

Requirements:

• 2+ years of experience leading, coaching, and developing high-performing teams, with a demonstrated ability to provide clear direction, feedback, and support to drive engagement, accountability, and results
• Strong verbal and written communication skills, with the ability to build relationships, influence, and collaborate effectively with internal and external stakeholders
• Ability to analyze and interpret data, identify trends, and use insights to drive decisions that improve service, productivity, and operational performance
• Demonstrated ability to adapt to change, manage evolving priorities, and support or lead process improvements and business initiatives
• Strong business acumen, with the ability to balance multiple priorities and contribute to operational and strategic objectives
• High level of professionalism and accountability, with a focus on delivering results and supporting team and customer success
• Bachelor's Degree or a minimum 4+ years prior leadership experience
• Prior leadership experience in a contact center environment, specifically Claims contact center
• LOMA, AHIP, or other Insurance Industry designation(s)