Senior Manager, Specialty Customer Care Teams

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 sponsor ships, 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 | Care Scout 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…