Manager, Customer Service LTC Transactions

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.

POSITION TITLE

Manager, Customer Service LTC Transactions

LOCATION
This position is available to Virginia residents as Lynchburg or Richmond, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

YOUR ROLE

The Long Term Care Contact Center is undergoing meaningful transformation-and as a Team Manager, you will play a key role in leading your team through change while delivering a high-quality customer experience. You will lead a team responsible for processing transactions across LTC policies, ensuring accuracy, efficiency, and sound decision-making within established workflows. In this role, you will drive team performance by coaching, developing, and motivating associates, fostering a culture of accountability, engagement, and continuous improvement. You will use data and insights to identify trends, improve processes, and implement strategies that enhance both team effectiveness and customer outcomes. As a leader, you will model integrity and strong judgment, support innovation, and guide your team through evolving priorities. Your ability to develop talent, build trust, and lead with consistency will be critical to achieving business results and delivering an exceptional experience for our policyholders.

WHAT YOU WILL BE DOING

• Lead and manage a team of 12-15 associates responsible for delivering high-quality, phone and transaction-based customer service, while fostering an inclusive and engaging team environment
• Oversee daily operations by setting performance goals, monitoring results, and driving accountability to meet or exceed service and productivity targets
• Coach and develop associates through regular feedback, performance discussions, and use of reporting and insights to improve individual and team effectiveness
• Ensure quality service delivery by overseeing call and transaction quality standards, monitoring performance, and driving continuous improvement initiatives
• Use data and workforce insights to optimize scheduling, staffing, and work allocation, leveraging trends and forecasting to maximize efficiency
• Act as a point of escalation for complex issues, ensuring timely resolution while identifying opportunities to improve processes and enhance the customer experience
• Partner with leadership and cross-functional teams to support business initiatives, align to strategic priorities, and implement process improvements
• Support team engagement and culture by recognizing contributions, reinforcing positive performance, and promoting a collaborative, high-performing environment
• Perform other duties as needed to support the commitments made to our customers

WHAT YOU BRING

• Proven ability to lead, coach, and develop high-performing teams, providing clear direction, feedback, and support to drive engagement and results
• Strong interpersonal skills with experience building relationships, delivering feedback, and leading effective and constructive conversations
• Proven ability to influence, negotiate, and communicate with internal and external stakeholders through both verbal and written formats
• Ability to interpret data, analyze trends, and use insights to inform decisions related to service levels, capacity, and team performance
• Demonstrated ability to adapt to change, lead through evolving priorities, and support or drive projects and process improvements
• Strong business acumen with the ability to balance multiple priorities and contribute to operational and strategic objectives
• Excellent collaboration skills, with the ability to partner effectively across teams to achieve shared goals
• High level of professionalism and accountability, with a focus on delivering results and supporting team and customer success

NICE TO HAVE

• Bachelor's Degree in fields related to business management or leadership or a minimum of 4+ years prior leadership experience
• Prior leadership experience in a contact center environment
• LOMA, AHIP, or other Insurance Industry designations

EMPLOYEE BENEFITS & WELL-BEING

Genworth employees make a difference in people's lives every day. We're committed to making a difference in our employees' lives.

• 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

ADDITIONAL

• The base salary pay range for this role starts at a minimum rate of $58,800 up to the maximum of $102,500. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 10% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.
• At this time, Genworth will not sponsor a new applicant for employment authorization for this position