Director, Specialty Customer Care Teams

Director, Specialty Customer Care Teams page is loaded## Director, Specialty Customer Care Teams locations:
Richmond, Virginia:
Lynchburg, Virginia time type:
Full time posted on:
Posted Yesterday job requisition :
REQ-260027

Join us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system – and we are deeply committed to a sense of belonging for all, in all phases of life.
We’re creating a new experience for care seekers and their families, bringing together long-term care options, non-healthcare resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us!
Care Scout is a wholly owned subsidiary of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging.

** POSITION TITLE
** Director, Specialty Customer Care Teams    
** POSITION LOCATION
** Richmond VA, Lynchburg VA    
** YOUR ROLE
** As Director, Specialty Customer Care Teams, you will play a crucial role in delivering world-class customer service and capabilities to our policyholders—now and in the future. Reporting to the VP of Customer Service, you will be responsible for leading manager-level leaders overseeing Client Services (Rate Actions and Benefit Solutions), Consumer Sales, and Care Scout Connect Teams. You will drive the integration of new teams, implement service delivery strategies, and ensure operational excellence across all specialty customer service teams.
** What you will be doing
*** Lead and develop a team of at least three manager-level direct reports, with potential for future growth.
* Oversee managers responsible for multiple specialty customer service teams, including Client Services, Consumer Sales, and Care Scout Connect.
* Integrate the Care Scout Connect team into the broader operation.
* Implement defined service delivery strategies for each team and ensure alignment with organizational goals.
* Ensure all key performance metrics are met or exceeded, driving a culture of accountability and continuous improvement.
* Oversee staffing, training, and quality assurance for all representatives within scope.
* Review process performance, identify opportunities for improvement, and implement best practices.
* Foster a customer-centric culture committed to service excellence.
* Collaborate with cross-functional partners to support strategic initiatives and operational goals.
* Utilize contact center technologies (e.g., AWS Connect or equivalent, Salesforce CRM) to optimize team performance and customer experience.
** What you bring
*** Bachelor’s Degree or equivalent experience.
* 5–10+ years’ experience in operations roles, with a focus on customer-facing environments.
* 3–5 years’ leadership experience managing managers and frontline teams.
* Strong analytical, process management, and problem-solving skills.
* Collaborative, with strong influence and facilitation skills.
* Articulate communicator—verbal & written, formal & informal.
* Ability to develop clear, documented strategies and build consensus.
* Demonstrated ability to solve complex issues with multiple, often conflicting requirements.## Nice to have:
* Experience executing strategic, large-scale change initiatives.
* Thought leader with the ability to influence stakeholders and drive adoption.
* Innovative, with a track record of designing and delivering industry-leading solutions.
* Strong planning skills (short- and long-term).
* MBA or master’s degree.
* Experience with AWS Connect or equivalent contact center platforms, and CRM systems like Salesforce.
** 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…