Director, Specialty Customer Care Teams

Genworth • Lynchburg, VA

3d

About The Position

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! CareScout 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 CareScout Connect Teams. You will drive the integration of new teams, implement service delivery strategies, and ensure operational excellence across all specialty customer service teams.

Requirements

• 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 Haves

• 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.

Responsibilities

• 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 CareScout Connect.
• Integrate the CareScout 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 251-500 employees