Senior Manager, Specialty Customer Care Teams
About The Position
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.
Requirements
- 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 Haves
- 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.
Responsibilities
- 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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
