Director, Specialty Customer Care Teams

Overview

At Genworth and our subsidiary Care Scout, we’re on a mission to simplify and dignify the aging experience for millions of families. Many of us have personally navigated the complexities of long term care for the people we love—and that empathy fuels the work we do every day. We’re creating a more connected, human experience for care seekers and their families by bringing long term care options, non medical resources, education, and one on one support together in a single place.

Our teams are curious, collaborative, and committed to building a better system for aging in the United States.

As part of a Fortune 500 company serving millions of policyholders, you’ll join a culture grounded in inclusion, belonging, and community engagement. Guided by four core values—Make it human, Make it about others, Make it happen, and Make it better—we work with intention, care deeply about one another, and share a purpose that matters.

If you’re driven by meaningful work and ready to help transform the aging journey, we’d love to meet you.

POSITION TITLE

Director, Specialty Customer Care Teams

POSITION LOCATION

Richmond VA, Lynchburg VA

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.

• 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.

• 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.

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