Director, Customer Service Operations

Wolters Kluwer - Madison, WI

Full-time - Senior

Madison, WI

Publishing Industries

About the position

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.

Responsibilities

• Lead the Clinical Surveillance & Compliance Customer Service Operations organization.
• Provide strategic direction for software implementation, customer training, and support infrastructure.
• Oversee all service operations teams including project management, client support, and application specialists.
• Collaborate with senior leadership to align customer service operations with business objectives.
• Continuously improve service organization by introducing new processes and tools.
• Ensure successful integration of solutions into client workflows to improve patient care.
• Develop and execute a customer services vision that aligns with the business vision.
• Create business cases and secure funding for strategic investments.
• Drive customer service process innovation and integrate new technologies.
• Maintain alignment with Product Management for timely development of Product Roadmap features.
• Build and manage a talented team of customer service operations managers.
• Plan for continuity and succession in customer service operations management.

Requirements

• Bachelor of Science (BS) or Bachelor of Arts (BA) degree required.
• 12 years of experience in Client Service.
• 8 years of experience in Service leadership.
• 6 years of experience managing cross-functional Service teams.
• Demonstrated leadership and management skills.
• Proven history of cross-departmental collaboration.
• Background in healthcare information technology preferred.
• Project Management and Program Management experience preferred.

Nice-to-haves

• Training and certification in Project Management and Program Management.
• Strong executive level communication skills.