Customer Service Manager

About The Company

Genworth is a leading provider of insurance solutions dedicated to helping individuals and families protect their financial futures. With a strong commitment to integrity, innovation, and customer-centricity, we serve millions of policyholders across various regions. Our mission is to create meaningful value for our customers, colleagues, and communities by fostering a culture rooted in care, collaboration, and continuous improvement. At Genworth, we believe in making a positive impact through our services and empowering our employees to grow and succeed in fulfilling careers.

About The Role

We are seeking a dedicated and experienced Manager of Claims Customer Service to join our team. This leadership position is pivotal in delivering exceptional customer service to our policyholders while driving operational excellence. As a Manager, you will oversee a team of Senior Customer Service Representatives, fostering a high-performance, inclusive, and customer-focused environment. Your role will involve coaching, performance management, process improvements, and cross-functional collaboration to ensure that our service standards are consistently met and exceeded. This position offers flexibility for Virginia residents in Richmond or Lynchburg, as well as remote applicants residing in specific states within Eastern or Central Standard Time zones. The role is designed for individuals who are passionate about people management, operational efficiency, and delivering a superior customer experience.

Qualifications

• Minimum of 2 years of experience leading, coaching, and developing high-performing teams
• Strong verbal and written communication skills
• Ability to analyze data, identify trends, and leverage insights for decision-making
• Proven ability to adapt to change and support process improvements
• High level of professionalism and accountability
• Experience in a contact center environment, preferably in claims or insurance industry
• Leadership experience in a fast-paced, customer-centric environment
• Educational background: Bachelor's degree or 4+ years of relevant leadership experience (preferred)
• Industry certifications such as LOMA, AHIP, or equivalent (preferred)
  
  

Responsibilities

• Lead and develop a team of 12–15 associates to deliver high-quality, phone and transaction-based customer service
• Set clear performance expectations and monitor daily operations using data and insights
• Foster an inclusive, collaborative, and high-performing team culture aligned with Genworth | CareScout values
• Provide coaching, feedback, and development opportunities to team members to enhance performance and customer experience
• Serve as an escalation point for complex customer and associate issues, ensuring timely and thoughtful resolutions
• Use data and observations to identify performance gaps, trends, and opportunities for process and service improvements
• Collaborate with leadership and cross-functional teams to support strategic initiatives and continuous improvement efforts
• Promote a culture of empathy, professionalism, and accountability within the team
• Recognize team contributions, reinforce positive behaviors, and support engagement initiatives
• Support additional projects and responsibilities to meet evolving business needs and team goals
  
  

Benefits

• Competitive salary with a range starting at $58,800 up to $102,500, plus performance-based incentives
• Comprehensive healthcare coverage, including medical, dental, and vision plans
• Multiple 401(k) savings plan options with employer-funded auto-enrollment
• Generous paid time off, including holidays, volunteer days, and paid family leave
• Disability, life, and long-term care insurance options
• Tuition reimbursement, student loan repayment support, and training/certification programs
• Wellness programs, gym membership reimbursement, and Employee Assistance Program resources
• Caregiver and mental health support services to promote overall well-being
  
  

Equal Opportunity

Genworth is an equal opportunity employer committed to fostering an inclusive environment. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, gender, sexual orientation, gender identity, age, disability, or any other protected characteristic. We believe diversity enhances our workplace and strengthens our ability to serve our customers effectively. All qualified applicants will receive consideration for employment without regard to any protected status.