Join us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system – and we are deeply committed to a sense of belonging for all, in all phases of life.

We’re creating a new experience for care seekers and their families, bringing together long-term care options, non-healthcare resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us!

CareScout is a division of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging.
 

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
Customer Service Manager, CareScout

LOCATION
This position is available to Virginia residents as Richmond or Lynchburg, Virginia hybrid 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.

*Hybrid in-office would be required if you reside within 50 miles of our Richmond or Lynchburg, VA office.

YOUR ROLE

The Customer Service Manager will play a crucial role in delivering superior customer service to both external and internal customers. You will provide technical assistance and supervise the daily activities of care coordination for assessments which occur between policyholders, our Field Team and our Clinical Team. You will lead a small team of US based associates that handle the intake, scheduling and ongoing communication with our client’s members and are primarily working through inbound/outbound calls. You will utilize data to effectively manage the teams, leveraging the expertise of the team coordinators to meet the needs of our customers and ensure the team operates at maximum efficiency.

WHAT YOU WILL BE DOING

• Manage a team of approximately 15 associates, providing exceptional phone and transaction-based customer service while fostering an inclusive team environment

• Oversee the day‑to‑day call center operations by setting performance metrics and team goals, ensuring achievement through effective management  

• Drive team accountability and performance through effective use of reporting and collaboration with leadership and workforce management partners to improve productivity, profitability and service quality

• Lead performance management by providing clear feedback and direction, conducting performance evaluations, and taking appropriate corrective action to improve individual and team performance

• Partner with cross‑functional teams and internal stakeholders to support service delivery, client needs, and business initiatives

• Ensure quality phone service through oversight of call quality standards, monitoring, and continuous improvement initiatives

• Facilitate resolution of escalations from team members and from internal and external customers, ensuring timely and appropriate follow through

• Leverage call center systems, including Amazon Web Services (AWS) and call recording platforms to support operation, quality monitoring, and performance management

• Support new client implementations by ensuring staffing plans, training, systems, and reporting are in place to meet business needs and enable successful service launches

• Support system testing for deployments and enhancements, identify process improvement opportunities, and communicate system changes to ensure successful adoption and ongoing operational effectiveness

• Perform other duties as needed to support the commitments made to our customers

WHAT YOU BRING

• 2+ years of prior leadership experience or proven ability to lead a strong motivated team by providing guidance and direction to meet or exceed service levels and performance goals

• Demonstrated ability to develop and engage team members while building strong relationships that drive performance and long‑term success

• Strong interpersonal skills, with the ability to build rapport, and demonstrate emotional intelligence

• Proven ability to navigate competing priorities, adapt quickly to change, and partner across functions to drive results

• Ability to maintain confidentiality of customer and employee information

• Experience interpreting data, analyzing trends, and developing actionable plans based on patterns and trends

• Experience providing coaching and constructive feedback, including leading effective performance and development conversations

• Experience leading and/or contributing to projects, with exceptional written and verbal communication, presentation, and stakeholder engagement skills

• Demonstrated experience identifying, recommending, and implementing innovative process improvements to enhance efficiency, quality, and overall business outcomes

• Strong computer and technical proficiency, including MS Office suite

NICE TO HAVE

• Associate/bachelor’s degree or equivalent work experience  

• Experience managing vendor relationships and/or workforce management functions

• Working knowledge of contact center operations, preferably within a long‑term care or insurance environment

• Experience using analytics and reporting tools (e.g., Power BI) to monitor performance and support decision‑making

EMPLOYEE BENEFITS & WELL-BEING

CareScout 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.