Technical Writer

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

Technical Writer

POSITION 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

As an Operations team member, you'll play a crucial role in delivering world class customer service and capabilities to our policyholders-now and in the future. Providing accurate, consistent, and timely information to our customers is vital to our goal of best-in-class customer service. How we manage our internal knowledge assets, such as Standard Operating Procedures (SOPs), Job Aids, etc. is critical to supporting our associates to meet this goal. Our Technical Writers support organization-wide knowledge sharing, so that the Genworth's know-how, information, and experience is shared inside and (as appropriate) outside the organization. Technical Writers support all lines of business to create, organize, and maintain the internal operational content, making it universally accessible and valuable to our internal teams, stakeholders, and technological solutions. This helps Genworth do what it does best, keep promises to customers every day.

What you will be doing

Technical Writing:

• Identify, maintain, audit, and create knowledge artefacts with a focus on the creation of Standard Operating Procedures (SOPs) and job aids across all lines of Operations
• Gather, organize, and document complex technical content from Subject Matter Experts (SMEs), ensuring accuracy, completeness, version control and writing style of documentation
• Proficiency in process mapping using Microsoft Visio or other mapping tools
• Maintain strong relationships with assigned operations business units to establish technical specifications, prioritization, and strategic alignment, to assist portfolio manager refinement
• Lead routine audit of previously published materials based on company prioritization
• Maintain an accurate team backlog through web-based tracker, ensuring information and status of SOPs are reflected accurately
• Working Knowledge of MS tools (Visio, Word, SharePoint, PowerPoint, Excel) and meeting facilitation techniques

Knowledge Management:

• Work with team leads to communicate SOP changes to associates, ensuring changes are accurate and current
• Ensure that Learning & Development, Call Quality, and Compliance are aware of upcoming SOP changes through clear communication and collaboration
• Report on use of knowledge and other related performance metrics and Request Changes and additions to the knowledge management system in support of business operations
• Work with other Technical Writers to review and audit/self-assess the knowledge management process and its techniques and methods
• Work with the business to create SOP, Job Aid, and other content templates to ensure consistent approach throughout all business functions
• Provide quality control to ensure that appropriate taxonomy, metadata tagging, and other governance principles are applied to all knowledge content

What you bring

• Bachelor's degree or equivalent work experience
• 1-3 years of technical writing and/or editing experience
• Experience in documenting business processes and procedures
• Proficient in oral and written communication
• Excellent critical thinking skills
• Strong communication and facilitation skills
• Ability to work independently and proactively

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 $50,700 up to the maximum of $93,400. 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 7% 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.