Associate Director, Customer Service

Wolters Kluwer•Clayton, MO

18d•Hybrid

About The Position

The Associate Director, Customer Success is a core member of the CT Business Licenses Leadership Team. In partnership with leaders across the business, this role helps drive revenue growth, improve margins, strengthen customer satisfaction and retention, and increase employee engagement. The Associate Director translates the Business Licenses portfolio strategy into operating plans that advance the organization’s vision, mission, and goals while positioning teams to deliver consistently for customers. The role provides ongoing leadership to an organization of approximately six direct reports and their teams. It is accountable for building a high-performing, customer-focused organization; setting priorities and performance expectations; developing leaders and talent; aligning capacity to demand; and establishing the operating discipline required to deliver quality, timely, and cost-effective business license services at scale. This position follows a hybrid work model, requiring at least eight in-office days per month. Candidates must be based in or willing to work from an office in Clayton, Missouri; White Plains, New York; or New York City, New York. Domestic travel may be required for up to 20% of work time.

Requirements

Bachelor’s degree.
At least 7 years of experience in customer service management and/or service operations, including at least 3 years in a leadership role.
Experience coaching and mentoring team members.
Proven track record managing high-volume customer service operations and leading successful teams.
Strong analytical and problem-solving skills, including the ability to use data to drive decisions and improvements.
Excellent communication and interpersonal skills to interact effectively with clients, team members, and senior management.
Experience leading managers and multi-layered customer success, service, or operations teams in a complex, high-volume environment.
Ability to convert business strategy into executable plans and measurable results.
Experience improving customer satisfaction, retention, and long-term value through relationship and service management.
Business and financial acumen, including experience managing budgets, capacity, productivity, and margin improvement initiatives.
Ability to interpret operational and customer data, identify trends, and make informed decisions.
Executive communication, influence, and presentation skills to engage customers, senior leaders, and cross-functional partners.
Experience designing and scaling processes, performance measures, governance, and continuous improvement practices.
Proven ability to lead organizational change and build engagement across onshore and offshore teams.

Nice To Haves

Advanced degree preferred.
Working knowledge of regulatory or compliance-driven services.
Experience with business licensing, filings, renewals, or entity compliance; experience in the business license filing industry or a similar regulatory environment is desired but not required.
Fluency with customer success platforms, workflow tools, reporting, and analytics used to manage performance and customer outcomes.

Responsibilities

Serve as a strategic member of the CT Business Licenses Leadership Team, helping set priorities and execute plans that support growth, profitability, customer outcomes, and employee engagement.
Lead managers and their teams across Customer Success operations, including oversight of cross-functional interactions.
Translate portfolio strategy into detailed plans, objectives, operating rhythms, and measurable assignments that support Business Licenses vision, mission, and goals.
Own performance and results across multiple related teams, with accountability for service quality, timeliness, productivity, customer satisfaction, retention, and margin improvement.
Use customer feedback, operational data, and performance indicators to identify trends, resolve root causes, and prioritize improvements with the BL leadership team.
Establish scalable processes, policies, standards, and controls that improve consistency, efficiency, and compliance while supporting high-volume work.
Partner with Operations, Sales, Product, Technology, Finance, and other stakeholders to address customer needs, improve handoffs, support strategic accounts, and enable growth.
Lead resolution of complex or high-impact customer issues, balancing urgency, regulatory requirements, operational feasibility, and long-term relationship value.
Align staffing, capacity, budgets, and partner resources with business demand and service commitments.
Develop managers and emerging leaders through coaching, feedback, succession planning, and clear accountability for results.
Champion change, continuous improvement, and adoption of new tools and ways of working across the organization.
Represent the voice of the customer in business decisions and translate insights into practical improvements for clients and teams.
Travel domestically up to 20% of work time, including to regional teams, national meetings, or client sites.