Senior Manager, Specialty Customer Care Teams

Job description

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. We apply that same compassion and empathy as we work with each other and our local communities, Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism. Our four values guide our strategy, our decisions, and our interactions: Make it human. We care about the people that make up our customers, colleagues, and communities. Make it about others. We do what’s best for our customers and collaborate to drive progress. Make it happen. We work with intention toward a common purpose and forge ways forward together. Make it better. We create fulfilling purpose-driven careers by learning from the world and each other. POSITION TITLE Senior Manager, Specialty Customer Care Teams POSITION LOCATION 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. YOUR ROLE As an Operations team member, you’ll play a crucial role in delivering world-class customer service and capabilities to our policyholders—now and in the future. As the Senior Manager, Specialty Customer Care Teams, you will play a critical role in delivering exceptional service experiences that strengthen customer relationships to our policyholders and business partners. Reporting to the Director, Specialty Customer Care Teams, you will serve as a leader of leaders, coaching and developing frontline managers responsible for Specialty and Licensed Customer Care teams. Once in role, this position will require licensing in all 50 states and Washington, D.C., with company-provided training to support the licensing process. You will drive operational excellence, talent development, customer-focused service delivery, and continuous improvement while supporting strategic priorities that enhance both customer and business outcomes. WHAT YOU WILL BE DOING 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. WHAT YOU BRING 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. NICE TO HAVE 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. EMPLOYEE BENEFITS & WELL-BEING Genworth employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives. Competitive Compensation & Total Rewards Incentives Comprehensive Healthcare Coverage Multiple 401(k) Savings Plan Options Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!) Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave Disability, Life, and Long-Term Care Insurance Tuition Reimbursement, Student Loan Repayment and Training & Certification Support Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management) Caregiver and Mental Health Support Services ADDITIONAL INFORMATION National Range: $89,400 to $139,000 High-Cost Range (includes New York): $111,800 to $173,000 Disclaimer: This role is aligned to a national market-based pay range. Actual compensation will vary based on geographic location, experience, skills, and other job-related factors. In addition to base salary, this role is eligible to participate in a bonus incentive plan. Incentive compensation is based on individual and company performance and is not guaranteed. * At this time, Genworth will not sponsor a new applicant for employment authorization for this position.