Director, Customer Service - Order to Cash

Required Skills and Experience

• Minimum 10 years of progressive experience in finance operations, billing, or business process improvement, including at least five years leading order-to-cash design, improvement, or transformation. Brings deep subject matter expertise across the process—from order setup and billing through receivables, payment application, collections, and revenue realization—in a complex B2B business with subscription and transactional revenue.
• Experience leading at least one end-to-end order-to-cash transformation, from assessing the current process and aligning stakeholders through process and system changes, launch, stabilization, and measurable results.
• Working experience with ERP systems and Salesforce, and the ability to assess how commercial proposals affect billing, payments, receivables, controls, implementation cost, and financial returns.
• Experience improving order-to-cash controls, with an understanding of the control objectives and the ability to work with the functions that own those controls.
• Proven ability to make decisions and drive accountability across Product, Sales, Service, Finance, shared services, and technology teams without direct authority over each team.
• Strong customer journey and root-cause analysis skills, financial judgment, and clear communication with operational teams and senior leaders.
• Direct Reports
• Order-to-cash process and improvement lead: Owns journey and process maps, the issue and root-cause backlog, handoffs, pilots, and follow-through across initiatives.
• Order-to-cash data and performance lead: Connects transaction, entity, invoice, payment, dispute, and AR data; defines measures; identifies patterns; and verifies whether changes worked.
• Accountabilities of Supporting Functions
• For every approved initiative, partner teams commit named owners and contributors, capacity, milestones, and success measures. Owners document decisions, report progress and risks on the agreed cadence, meet committed dates, and escalate problems early. When a commitment is at risk, they help resolve the issue and propose corrective action. Functional leaders resolve resource and priority conflicts within their teams and ensure their teams carry out decisions within the Director’s CT order-to-cash authority.
• CLC Product Managers own commercial proposals, customer and market rationale, and revenue forecasts. They channel requests from Sales and Partnerships with the same supporting rationale and involve the order-to-cash team early enough to establish that new offers can be billed reliably.
• CLC Project Managers manage delivery plans, dependencies, risks, and reporting for approved initiatives.
• FSS AR, payment application, and collections leaders own their daily operations, controls, staffing, and service levels. They bring CT issues and operational evidence to the joint team and implement agreed changes within FSS’s remit.
• Platform and data owners for E1, Arrow, Salesforce, and integrations, residing within Product, assess feasibility and cost, reserve delivery capacity, and own technical design and implementation. Global Technology Services and DXG participate as appropriate and implement changes in these systems.
• CLC Finance provides financial analysis and data to evaluate proposed investments, assist in building business cases, and measure outcomes.
• CLC Service and Sales, including the CTOC team (provides white glove support to selected customers) and others in Service, Sales Enablement (assists selected customers on an ad hoc basis to resolve billing questions) and others in Sales surface positive and negative customer feedback through Product or directly when asked. They help implement relevant system and process changes.
• Other Stakeholders: The Director may engage other teams such as Legal and Data & Analytics (DnA), to inform decisions and gather insight.
• Travel
• Up to 10% domestic travel.
• Location
• Strong preference for a hybrid worker (minimum of 8 times a month in-office) out of the New York City office.
• 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.
• $140,800.00 - $251,500.00 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.

Location

• Strong preference for a hybrid worker (minimum of 8 times a month in-office) out of the New York City office.

Our Interview Practices

Additional Information :

Preferred Qualifications

• This role is eligible for Bonus.