Manager, Customer Service Operations

About the Role:
The Manager - Customer Service Operations will lead a dedicated team to deliver outstanding customer service by optimizing processes and performance. In this impactful role, you will manage daily operations and be accountable for achieving departmental goals. Your initiatives will enhance the efficacy of our customer interaction processes, contributing significantly to customer satisfaction and loyalty.

Responsibilities:
• Manage a team of professionals within the customer service department and oversee daily operations.
• Ensure departmental performance aligns with organizational objectives by monitoring KPIs.
• Implement strategies for process improvements and operational efficiencies.
• Work with other departments to align customer service strategies and practices.
• Plan and allocate resources effectively to meet service demands.
• Handle escalated customer issues and ensure timely resolutions.
• Lead projects aimed at enhancing customer service operations.
• Mentor and develop team members to achieve their full potential.
• Ensure departmental activities comply with regulatory standards.
• Provide ongoing feedback to team members to drive improvement and performance.

Skills:
• Leadership: Demonstrated ability to lead and motivate a team.
• Operational Knowledge: Deep understanding of customer service operations and best practices.
• Data Orientation: Strong capability in data analysis to drive operational decisions.
• Problem-Solving: Effective in identifying and resolving complex issues.
• Effective Communication: Excellent communication skills for managing teams and collaborating with other departments.
• Project Management: Competent in leading projects and driving them to successful completion.
• Technological Savvy: Skilled in using customer service and performance-tracking software.
• Training and Development: Ability to train, mentor, and develop team members.

*This role operates under a hybrid work model. Candidates located within a 50-mile radius of a Wolters Kluwer office are required to work from the office at least eight (8) days per month.*

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.

Compensation:

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. 

Additional Information:

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.