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Director, Customer Service Operations

2 months ago

Madison, United States Wolters Kluwer Full time

Wolters Kluwer Director, Customer Service Operations - Madison, Wisconsin

The

Director, Customer Service Operations

is responsible for: Leading the Clinical Surveillance & Compliance Customer Service Operations organization by providing strategic direction for the continuing evolution of a software implementation, customer training, and customer support infrastructure for the clients of the Clinical Surveillance & Compliance operating unit. Provide oversight and direction to all service operations teams including project management, client support, client and internal training, and application specialists. Serving as a member of the senior leadership team (SLT) and developing close relationships with each business function to ensure ongoing alignment of the strategic customer service operations plan and organization with the business objectives and strategy of the organization. Partnering with colleagues across the Wolters Kluwer Health Division to advance the goal of advancing customer service operations to consistently provide world-class service to WK Health customers. Continuously improving the service organization by introducing new business processes and tools that drive economies of scale, increased time to value, high-quality deliverables, and increase the trust our clients have in the customer service teams providing solutions to their organizations. Ensure that the clients of the Clinical Surveillance & Compliance unit successfully integrate our solutions into their workflows and as a result, are successful at improving patient care. ESSENTIAL DUTIES AND RESPONSIBILITIES: Collaborate with the other members of the senior leadership team (SLT) of Clinical Surveillance & Compliance including the general manager and the leaders of the product management, sales, sales operations, development, finance, HR, legal, and marketing organizations to build and continuously refine and execute a winning business strategy that drives strong revenue growth, increased market share, excellent margins, and health care industry recognition for outstanding clinical software and solutions which help our clients successfully achieve their goals. Develop and execute a customer services vision for the organization that realizes the business vision put forward by the leadership team. Create business cases and secure funding for investments in resources, tools, and technology that advance the strategic goals of the organization including improved scalability and quality of the service organization. Drive and inspire Customer Service process innovation throughout the organization focusing on identifying and integrating new technologies, tools, methodologies, and processes that will advance the quality, scalability, and interoperability of the services provided by this operating unit and the Wolters Kluwer Health Division. Actively participate in WK Health software innovation programs including integrating new product launches, product enhancements, acquired products, and products from partnerships into the implementation and support processes of CSC. Collaborate with other functional leaders to help drive a culture of innovation both within the Clinical Surveillance & Compliance organization and across the Health division. Execution: Develop, maintain, and sustain a service operations discipline leveraging proven service methodologies that ensure that all service teams focus and deliver high-quality services in accordance with the timelines and priorities established by the business. Maintain alignment with Product Management organization to support the clinically accurate and timely development and prioritization of Product Roadmap features through the input of service operations subject matter experts. Partner with Product Management on “Go to Market” readiness for new product launches, new features, and functions and integrations of acquisitions and partnerships into service operations. Ensure all service delivery teams can support these new products and features. Talent/Department Management: Build and manage, directly and via leadership influence, a talented team of customer service operations managers to successfully execute on the customer service operations strategy. Plan and provide continuity and succession for all customer service operations management and critical positions. Lead by example with participation and involvement in all customer service operations activities across CSC. Instill a culture of cooperation and collaboration between the Operations staff and the employees of other departments in pursuit of common goals. JOB QUALIFICATIONS: Education:

A Bachelor of Science (BS) or Bachelor of Arts degree (BA) is required. Experience:

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 and proven history of cross-departmental collaboration. Background and deep understanding of the healthcare information technology industry are strongly preferred. Project Management and Program Management experience training and certification preferred. Other Knowledge, Skills, Abilities or Certifications: Demonstrated executive level written, listening, presentation, and verbal communication skills. The ideal candidate demonstrates the following attributes: Driven. Dynamic and energetic. Committed to high standards. High sense of urgency. Decisive; willing to form an opinion and defend it. Data-driven and objective in their evaluation of a business problem. Inclusive and collaborative. TRAVEL REQUIREMENTS: Some travel required episodically. Client visits may be required from time to time. EQUAL EMPLOYMENT OPPORTUNITY: Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions, and customer/business units are Equal Opportunity/Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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