Customer Service Operations Manager

2 weeks ago

White Plains, New York, United States Wolters Kluwer N.V. Full time

Position Overview:

The Customer Service Operations Manager is a hybrid role based out of the designated office. This position is crucial for overseeing and nurturing a team of filing specialists and business associates to deliver managed renewal services, such as business license filings, while providing exceptional consultative customer service to a designated clientele.

Key Responsibilities:

  • Formulate and track business strategies, objectives, and targets to effectively lead the team and ensure sustainable business growth.
  • Enhance departmental tools and workflows by actively participating in the creation and implementation of strategic business initiatives.
  • Optimize the performance of the Customer Service Operations team by ensuring that resources are effectively engaged with departmental processes, systems, and tools.
  • Supervise daily team activities, ensuring equitable distribution of workload among team members.
  • Foster a high-performance culture by motivating and retaining top talent within the organization.
  • Guide a team of professionals by evaluating key performance indicators and monitoring team activities.
  • Manage departmental budgets by assessing the financial resources necessary to support operational expenses.
  • Engage in organizational initiatives to achieve or surpass company goals by collaborating with sales and service teams to address inquiries and secure new business opportunities.
  • Represent the organization within the industry by maintaining a thorough understanding of company products, market trends, and general business acumen.

Qualifications:

Education:

  • Minimum: Bachelor’s Degree or equivalent.
  • Preferred: Master’s Degree in Business Administration.

Experience:

  • Minimum: 3-5 years in consultative customer service and/or management roles, including:
    • Coaching, mentoring, and training team members.
    • Managing multiple projects simultaneously.
    • Working independently and collaboratively within a team environment.
    • Cross-functional collaboration with internal teams (e.g., support, sales).
    • Demonstrating strong analytical and problem-solving capabilities.
    • Exhibiting excellent organizational, time management, and multitasking skills.
    • Possessing strong written and verbal communication skills.
    • Utilizing Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • Preferred: 7 years of experience in consultative customer service and/or management, including:
    • Supervising customer service operations.
    • Leading a team (e.g., delegating tasks, motivating staff, conducting performance evaluations).
    • Experience with a CLS Operations Team.
    • Background in banking, insurance, hospitality, retail, or legal sectors.

Travel Requirements:

Domestic travel is expected to be less than 20% of work time, with the ability to travel independently and by air.

Compensation:

Target salary range for specific states is provided.

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