Wolters Kluwer - Madison, WI
posted 4 months ago
The Director, Customer Service Operations is a pivotal role within the Clinical Surveillance & Compliance organization at Wolters Kluwer, located in Madison, WI. This position is responsible for leading the Customer Service Operations team, which encompasses software implementation, customer training, and support for clients. The Director will provide strategic direction to ensure that the service operations align with the overall business objectives and strategies of the organization. This includes oversight of project management, client support, internal training, and application specialists, ensuring that all teams work cohesively to deliver exceptional service to clients. As a member of the senior leadership team (SLT), the Director will collaborate closely with various business functions, including product management, sales, finance, HR, and marketing, to refine and execute a customer service operations strategy that drives revenue growth and enhances market share. The role requires a focus on continuous improvement, introducing new business processes and tools that enhance service quality and efficiency, ultimately increasing client trust in the customer service teams. The Director will also be responsible for ensuring that clients successfully integrate the solutions provided into their workflows, thereby improving patient care outcomes. This involves developing a customer services vision that aligns with the leadership team's business vision and creating business cases for investments in resources and technology that support the strategic goals of the organization. The position demands a strong emphasis on innovation, requiring the Director to drive process improvements and integrate new technologies that enhance service delivery. In addition to strategic responsibilities, the Director will manage a talented team of customer service operations managers, ensuring continuity and succession planning for critical positions. The role requires a commitment to fostering a collaborative culture within the organization, promoting cooperation between operations staff and other departments to achieve common goals.