CareScout Aging Support Senior Manager

About CareScout

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 wholly owned subsidiary of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging.  

POSITION TITLE

CareScout Aging Support Senior Manager

POSITION LOCATION

Remote US

YOUR ROLE

The Customer Service Senior Manager will be responsible for delivering superior customer service to both external and internal customers. Current role responsibilities include building out and managing a team that will actively engage with policyholders and CareScout members through inbound calls, outbound engagement campaigns and through our online marketplace. The build will include, but is not limited to responsibilities in hiring, training, developing efficient processes and partnering with Sales, Marketing, Product and Tech Design teams.

Scope of the role will expand as business to grow and will include managing Managers of similar teams, as well as ownership of other Operations processes, such as Vendor Relationships or Quality.

What you will be doing

• Ensure efficient organization in staff scheduling to accommodate inbound and outbound call volumes, coverage hours and ensure excellence in each customer’s experience
• Establish oversight, monitor performance, and drive accountability of outsourced teams
• Deliver on all defined SLAs and business goals, including but not limited to productivity, quality, and timeliness, which may vary depending on client
• Participate in new client implementation to support business future strategies, including but not limited to ensuring staff resources are available and trained, and systems and reporting are in place
• Partner with Sales and Marketing to build new products, and design engagement strategies
• Partner with Web, Design and Product teams to build out the system and create enhancements
• Make decisions on new vendors and platforms to drive efficiency and reduce cost within the organization, and manage relationship with existing partners (such as webchat/AI)
• Own new hire and ongoing training efforts, including development of content and knowledge assessments
• Responsible for forecasting, budgeting and capacity planning
• Drive performance management by providing feedback and direction against stated goals, writing and delivering performance evaluations and taking corrective action as necessary to drive individual and/or team performance
• Perform other duties as needed to support the commitments made to our customers ​

What you bring

• 5+ years people leadership experience with demonstrated ability to meet or exceed client SLAs, goals, and KPIs
• 2+ years experience overseeing leaders or 10+ years in varying leadership roles
• Deep knowledge of contact center operations, including reporting and technology
• Experience in sales or in a startup environment, specifically in the healthcare or aging care spaces
• Experience interpreting data, analyzing trends, and developing action plans based on patterns and trends
• Project management experience, as well as excellent communication and presentation skills
• Confidence in taking risks and challenging the status quo in any audience
• Understanding of capacity planning, forecasting and financial models
• Strong interpersonal relations, rapport building, and emotional intelligence
• Demonstrated ability to prioritize and manage, multiple and competing demands for multiple stakeholders; adaptable to change
• Proven ability to influence, negotiate and communicate with internal and external customers ​

Nice to have

• BS/BA
• Experience with and/or strong knowledge of current CareScout service offerings or Genworth LTCI knowledge
• Vendor relationship and/or workforce management experience
• Experience with Providers of Aging Services such as Assisted Living Facilities and Home Care Agencies

Employee Benefits & Well-Being

Genworth employees make a difference in people’s lives every day. We’re c