Associate Director, Customer Service

Leadership Scope

Key Responsibilities

• Serve as a strategic member of the CT Business Licenses Leadership Team, helping set priorities and execute plans that support growth, profitability, customer outcomes, and employee engagement.
• Lead managers and their teams across Customer Success operations, including effective oversight of cross functional interactions
• Translate portfolio strategy into detailed plans, objectives, operating rhythms, and measurable assignments that support the Business Licenses vision, mission, and goals.
• Own performance and results across multiple related teams, with accountability for service quality, timeliness, productivity, customer satisfaction, retention, and margin improvement.
• Use customer feedback, operational data, and performance indicators to identify trends, resolve root causes, and prioritize improvements in partnership with BL leadership team
• Establish scalable processes, policies, standards, and controls that improve consistency, efficiency, and compliance while supporting a high volume of work.
• Partner cross-functionally with Operations, Sales, Product, Technology, Finance, and other stakeholders to address customer needs, improve handoffs, support strategic accounts, and enable growth.
• Lead resolution of complex or high-impact customer issues, balancing urgency, regulatory requirements, operational feasibility, and long-term relationship value.
• Align staffing, capacity, budgets, and partner resources with business demand and service commitments.
• Develop managers and emerging leaders through coaching, feedback, succession planning, and clear accountability for results.
• Champion change, continuous improvement, and adoption of new tools and ways of working across the organization.
• Represent the voice of the customer in business decisions and ensure insights are translated into practical improvements for clients and teams.

Skills

• Demonstrated experience leading managers and multi-layered customer success, service, or operations teams in a complex, high-volume environment.
• Strong strategic and operational leadership, with the ability to convert business strategy into executable plans and measurable results.
• Customer-centric mindset and experience improving satisfaction, retention, and long-term value through effective relationship and service management.
• Strong business and financial acumen, including experience managing budgets, capacity, productivity, and margin improvement initiatives.
• Analytical capability to interpret operational and customer data, identify meaningful trends, and make informed decisions.
• Excellent executive communication, influence, and presentation skills, with the ability to engage customers, senior leaders, and cross-functional partners.
• Experience designing and scaling processes, performance measures, governance, and continuous improvement practices.
• Proven ability to lead organizational change and build engagement across onshore and offshore teams.
• Working knowledge of regulatory or compliance-driven services; experience with business licensing, filings, renewals, or entity compliance is preferred.
• Fluency with customer success platforms, workflow tools, reporting, and analytics used to manage performance and customer outcomes preferred.
• Job Qualifications
• Bachelor’s degree, advanced degree preferred.
• Minimum of 7 years of experience in customer service management and or service operations with at least 3 years in a leadership role
• Experience coaching and mentoring team members.
• Proven track record of managing high-volume customer service operations and leading successful teams.
• Strong analytical and problem-solving skills, with the ability to use data to drive decisions and improvements.
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and senior management.
• Experience in the business license filing industry or a similar regulatory environment is desired, but not required
• Travel Requirements
• Domestic travel up to 20% of work time (e.g., regional teams, national meetings, client sites).

Location

• This position follows a hybrid work model, requiring a minimum of eight in-office days per month. Candidates must be based in or willing to work from one of our office locations in Clayton, MO; White Plains, NY; or New York City, NY.

Our Interview Practices

Additional Information :

Qualifications

• Demonstrated experience leading managers and multi-layered customer success, service, or operations teams in a complex, high-volume environment.
• Strong strategic and operational leadership, with the ability to convert business strategy into executable plans and measurable results.
• Customer-centric mindset and experience improving satisfaction, retention, and long-term value through effective relationship and service management.
• Strong business and financial acumen, including experience managing budgets, capacity, productivity, and margin improvement initiatives.
• Analytical capability to interpret operational and customer data, identify meaningful trends, and make informed decisions.
• Excellent executive communication, influence, and presentation skills, with the ability to engage customers, senior leaders, and cross-functional partners.
• Experience designing and scaling processes, performance measures, governance, and continuous improvement practices.
• Proven ability to lead organizational change and build engagement across onshore and offshore teams.
• Job Qualifications
• Minimum of 7 years of experience in customer service management and or service operations with at least 3 years in a leadership role
• Experience coaching and mentoring team members.
• Proven track record of managing high-volume customer service operations and leading successful teams.
• Strong analytical and problem-solving skills, with the ability to use data to drive decisions and improvements.
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and senior management.
• Travel Requirements
• Domestic travel up to 20% of work time (e.g., regional teams, national meetings, client sites).
• Location
• This position follows a hybrid work model, requiring a minimum of eight in-office days per month. Candidates must be based in or willing to work from one of our office locations in Clayton, MO; White Plains, NY; or New York City, NY.
• Our Interview Practices
• To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
• Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
• $111,200.00 - $198,650.00 USD
• Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.
• Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.

Preferred Qualifications

• Working knowledge of regulatory or compliance-driven services; experience with business licensing, filings, renewals, or entity compliance is preferred.
• Fluency with customer success platforms, workflow tools, reporting, and analytics used to manage performance and customer outcomes preferred.
• Bachelor’s degree, advanced degree preferred.
• Experience in the business license filing industry or a similar regulatory environment is desired, but not required
• This role is eligible for Bonus.