Genworth · 20 hours ago
Director, Specialty Customer Care Teams
Richmond, Virginia
Full-time
Onsite
Mid, Senior Level
5+ years expGenworth is dedicated to simplifying and dignifying the aging experience. As the Director of Specialty Customer Care Teams, you will lead manager-level leaders overseeing various customer service teams, implement service delivery strategies, and ensure operational excellence across all specialty customer service teams.
FinanceFinancial ServicesFinTechInsurance
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
Qualification
Required
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
Preferred
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
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
Company
Genworth
Genworth is an insurance company that is dedicated to help people secure their financial lives, families, and futures.
1001-5000 employees
H1B Sponsorship
Genworth has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2021 (8)
2020 (5)
Funding
Current Stage
Public CompanyTotal Funding
$450.1M2018-03-07Post Ipo Debt· $450M
2016-10-23Acquired
2016-10-09Post Ipo Equity· $0.1M
Leadership Team
Thomas J. McInerney
Chief Executive Officer
Michael S. Laming
SVP Human Resources
Recent News
Business Wire
2025-11-01
2025-10-24
Company data provided by crunchbase