Overview As Senior Manager, Specialty Customer Care Teams, you drive exceptional service experiences for Genworth's policyholders and partners. You lead a team of frontline managers, shaping coaching, accountability, and continuous improvement to boost satisfaction and retention. You'll translate data into actionable guidance for senior leadership and guide cross-functional initiatives, technology changes, and process improvements. This role blends people leadership with operational rigor to advance customer-focused outcomes in a regulated industry. You'll work with a hybrid schedule and obtain licensing across states to support a wide customer base.
Compensation / Benefits- Competitive compensation
- Comprehensive healthcare coverage
- Multiple 401(k) options
- Paid time off + holidays
- Volunteer time off and paid family leave
- Tuition reimbursement and training support
Responsibilities- Drive customer satisfaction and retention through high-quality service across Client Services
- Partner with leadership to execute strategic initiatives improving service performance and efficiency
- Lead and develop frontline leaders and teams, fostering accountability and collaboration
- Translate data and insights into recommendations for senior leadership
- Support implementation of business changes, process enhancements, and technology solutions
- Establish performance expectations and coach leaders to meet service, quality, productivity, and customer satisfaction goals
- Monitor and manage key operational metrics to ensure targets are met or exceeded
- Oversee workforce planning, staffing, onboarding, and employee development
- Evaluate processes and journeys to identify continuous improvement opportunities
- Collaborate with Quality, Training, Workforce Management, Operations Support, and cross-functional teams
- Utilize contact center technologies and CRM platforms to boost effectiveness and customer experience
Key requirements- 7+ years of leadership experience in customer service, sales, operations, or related environments
- 3+ years of experience leading managers or team leaders
- Bachelor's Degree or equivalent combination of education and experience
- Proven ability to drive results through others and manage operational performance
- Strong analytical, problem-solving, and decision-making skills
- Experience using metrics and data to drive decisions and improvements
- Excellent communication, presentation, and interpersonal skills
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
- strong communication
- leadership and people development
- collaboration and cross-functional teamwork
- data analysis
- operational metrics
- CRM platforms (Salesforce)
