Insurance Customer Care Senior Manager

TSP Talent; Lynchburg (VA); Sur place; USD 120 000 - 170 000; Plein temps

Résumé du poste

TSP talent is seeking a Senior Manager to lead specialty customer care teams focused on long-term care and insurance products. You will own delivery of high-stakes customer support, ensuring timely, accurate, empathetic responses aligned with regulatory and quality standards.

You will drive outcomes through data-driven process improvements, partner with operations, product, and compliance, and coach leaders to raise customer satisfaction and efficiency across the care organization.

Qualifications

• Proven leadership experience managing customer service or specialty care teams.
• Strong analytical skills with the ability to use metrics for process improvement.
• Deep commitment to accuracy, compliance, and customer empathy.
• Excellent collaboration skills across cross-functional teams.
• Ability to coach leaders and drive operational excellence.

Responsabilités

• Drive customer service outcomes for complex and sensitive cases.
• Use data and metrics to identify gaps, improve processes, and standardize workflows.
• Ensure adherence to regulatory requirements and quality expectations.
• Partner with operations, product, and compliance to translate customer insights into actionable improvements.
• Coach team leaders and build capabilities to improve customer satisfaction and operational efficiency.

Connaissances

Leadership

Analytics

Compliance

Customer empathy

Cross-functional collaboration

Description du poste

Senior Manager, Specialty Customer Care Teams

Lead high-performing customer care teams supporting long-term care and other insurance products. Own customer service delivery for complex, high-sensitivity cases, ensuring support is timely, accurate, empathetic, and aligned to regulatory and quality standards.

Key Responsibilities

• Drive customer service outcomes for complex and sensitive cases
• Use data and metrics to identify gaps, improve processes, and standardize workflows
• Ensure adherence to regulatory requirements and quality expectations
• Partner with operations, product, and compliance to translate customer insights into actionable improvements
• Coach team leaders and build capabilities to improve customer satisfaction and operational efficiency

Qualifications & Skills

• Proven leadership experience managing customer service or specialty care teams
• Strong analytical skills with the ability to use metrics for process improvement
• Deep commitment to accuracy, compliance, and customer empathy
• Excellent collaboration skills across cross-functional teams
• Ability to coach leaders and drive operational excellence