Associate Director, Customer Service

Wolters Kluwer•White Plains, NY

20d•$111,200 - $198,650•Hybrid

About The Position

CT Business Licenses is a provider of business license services, helping clients manage complex licensing requirements and maintain compliance. The Associate Director, Customer Success is a core member of the CT Business Licenses Leadership Team and works with leaders across the business to advance revenue growth, margins, customer satisfaction and retention, and employee engagement. The role translates portfolio strategy into operating plans that support the organization’s vision, mission, and goals. The Associate Director provides ongoing leadership to an organization of approximately six direct reports and their teams. The role 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 operating discipline to deliver quality, timely, and cost-effective business license services at scale. The 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. Domestic travel of up to 20% of work time is required. Compensation is $111,200 to $198,650, and the role is eligible for a bonus.

Requirements

Bachelor’s degree required; an advanced degree is preferred.
At least 7 years of experience in customer service management and/or service operations, including at least 3 years in a leadership role.
Experience leading managers and multi-layered customer success, service, or operations teams in a complex, high-volume environment.
Experience coaching and mentoring team members.
Proven track record managing high-volume customer service operations and leading successful teams.
Strong strategic and operational leadership, including translating business strategy into executable plans and measurable results.
Customer-centric experience improving satisfaction, retention, and long-term value through relationship and service management.
Strong business and financial acumen, including managing budgets, capacity, productivity, and margin improvement initiatives.
Analytical and problem-solving skills, including the ability to interpret customer and operational data and use it to make decisions and improvements.
Excellent executive communication, influence, presentation, and interpersonal skills, with the ability to engage clients, senior leaders, team members, 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.
Must be based in or willing to work from an office location in Clayton, MO; White Plains, NY; or New York City, NY, under a hybrid work model requiring at least eight in-office days per month.
Able to travel domestically up to 20% of work time.

Nice To Haves

Advanced degree.
Working knowledge of regulatory or compliance-driven services.
Experience with business licensing, filings, renewals, or entity compliance.
Fluency with customer success platforms, workflow tools, reporting, and analytics used to manage performance and customer outcomes.
Experience in the business license filing industry or a similar regulatory environment.

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 supporting the Business Licenses vision, mission, and goals.
Own performance and results across multiple related teams, including 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 Business Licenses 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 while 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 accountability for results.
Champion change, continuous improvement, and adoption of new tools and ways of working.
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, and client sites.