Senior Manager, Specialty Customer Care Teams

Genworth helps families navigate the aging journey through care-related guidance, products, and services. The Senior Manager, Specialty Customer Care Teams leads frontline managers and customer care teams, driving service quality, operational excellence, talent development, and continuous improvement for policyholders and business partners.

Responsibilities:

• Drive customer satisfaction and retention by ensuring a high-quality service experience across Client Services
• Partner with leadership to execute strategic initiatives that improve service performance, operational efficiency, and business results
• Lead and develop frontline leaders and team members, fostering a culture of accountability, engagement, collaboration, and continuous improvement
• Translate key data, trends, and business insights into clear recommendations that inform senior leadership decisions and drive meaningful operational outcomes
• Support the successful implementation of business changes, process enhancements, and technology solutions that improve operational outcomes
• Establish clear performance expectations and coach leaders to achieve service, quality, productivity, sales, and customer satisfaction goals
• Monitor and manage key operational metrics, ensuring performance objectives are consistently met or exceeded
• Oversee workforce planning, staffing, training, onboarding, and employee development activities within assigned areas
• Evaluate operational processes and customer journeys to identify opportunities for continuous improvement and efficiency gains
• Partner with Quality, Training, Workforce Management, Operations Support, and other cross-functional teams to drive performance outcomes
• Utilize contact center technologies and CRM platforms to improve team effectiveness, operational efficiency, and customer experience

Requirements:

• This position is available to Virginia residents as Richmond or Lynchburg, VA hybrid in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas,  Vermont, Virginia, Washington DC, West Virginia or Wisconsin
• \• A Hybrid schedule of both Remote and In-Office days would be required if you reside within 50 miles of a Genworth | CareScout office. In office days are Tuesday, Wednesday and Thursday with working hours targeting our core business hours of 9am-5pm EST
• • 7+ years of leadership experience in customer service, sales, operations, contact center, or related customer-facing environments
• • 3+ years of experience leading managers, supervisors, or team leaders
• • Bachelor's Degree or equivalent combination of education and experience
• • Demonstrated ability to achieve results through others while effectively managing operational performance
• • Strong analytical, problem-solving, and decision-making skills
• • Experience using metrics and data to drive business decisions and performance improvements
• • Excellent communication, presentation, and interpersonal skills
• • Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• • Experience supporting insurance, healthcare, financial services, or other regulated industries
• • Experience in sales or sales-support environments
• • Experience leading both customer service and sales-focused teams
• • Knowledge of contact center operations, workforce management, quality assurance, and performance management practices
• • Experience with AWS Connect, Salesforce, or similar contact center and CRM platforms
• • MBA or other advanced degree
• • Professional certifications in leadership, operations, customer experience, project management, or continuous improvement disciplines