Customer Operations Director

Pitney Bowes • Shelton, CT

8d • Hybrid

About The Position

You Are You are a senior operational leader who excels at shaping end‑to-end customer experiences across complex, multi‑channel environments. You bring a balanced approach to strategy and execution, with the ability to rethink processes, lead large teams, and drive measurable improvements in customer satisfaction, operational performance, and partner delivery. You collaborate effectively across sales, marketing, product, and finance, and you operate with a strong sense of accountability for both customer outcomes and business results. You Will Customer Experience & Support Lead inbound customer support across all segments, including billing, payments, fees, and funding inquiries. Drive proactive outreach and onboarding programs that enable customers to adopt and use Pitney Bowes solutions effectively. Optimize the mix of digital self‑service and live support channels to deliver the right experience at the right cost. Account Management Operations Oversee multi‑location customer account management teams to ensure consistent, high‑quality service delivery. Lead end‑to-end account management for Government and Enterprise customer segments. Cash Collections Operations Own outbound cash collections operations, including Recoveries, ensuring critical cash flow KPIs and performance targets are met. Third‑Party Partner Management Manage relationships and performance for key third‑party operational partners delivering significant portions of customer operations. Define SLAs, scorecards, and governance frameworks; lead regular business reviews to ensure contractual and performance commitments are met. Identify opportunities to improve partner‑delivered services for quality, cost efficiency, and scalability. Cross‑Functional Leadership Partner closely with sales, marketing, and product teams to align customer operations with business goals. Support the VP of Customer Enablement & Operations in rethinking and modernizing customer processes to improve satisfaction, loyalty, and retention. You Bring Required 10+ years of progressive operational leadership experience in customer operations, financial services operations, or shared services, including 5+ years in a senior leadership role. Proven ability to lead large, multi‑location, multi‑cultural teams. Strong background in cash collections, accounts receivable, financial operations, and KPI‑driven performance management. Experience managing third‑party BPO or outsourced partners, including contract governance and performance oversight. Excellent executive communication, stakeholder management, and cross‑functional collaboration skills. Demonstrated success operating in a complex, matrixed environment. Preferred Experience in financial services, fintech, mailing/shipping, or B2B service environments. Familiarity with digital support platforms, CRM systems, contact center technologies, and analytics tools. Experience supporting Government or Enterprise customer segments.

Requirements

• 10+ years of progressive operational leadership experience in customer operations, financial services operations, or shared services, including 5+ years in a senior leadership role.
• Proven ability to lead large, multi‑location, multi‑cultural teams.
• Strong background in cash collections, accounts receivable, financial operations, and KPI‑driven performance management.
• Experience managing third‑party BPO or outsourced partners, including contract governance and performance oversight.
• Excellent executive communication, stakeholder management, and cross‑functional collaboration skills.
• Demonstrated success operating in a complex, matrixed environment.
• Must be legally authorized to work in the US.
• Employer will not sponsor position for employment visa status now or in the future (ex. H-1B).

Nice To Haves

• Experience in financial services, fintech, mailing/shipping, or B2B service environments.
• Familiarity with digital support platforms, CRM systems, contact center technologies, and analytics tools.
• Experience supporting Government or Enterprise customer segments.

Responsibilities

• Lead inbound customer support across all segments, including billing, payments, fees, and funding inquiries.
• Drive proactive outreach and onboarding programs that enable customers to adopt and use Pitney Bowes solutions effectively.
• Optimize the mix of digital self‑service and live support channels to deliver the right experience at the right cost.
• Oversee multi‑location customer account management teams to ensure consistent, high‑quality service delivery.
• Lead end‑to-end account management for Government and Enterprise customer segments.
• Own outbound cash collections operations, including Recoveries, ensuring critical cash flow KPIs and performance targets are met.
• Manage relationships and performance for key third‑party operational partners delivering significant portions of customer operations.
• Define SLAs, scorecards, and governance frameworks; lead regular business reviews to ensure contractual and performance commitments are met.
• Identify opportunities to improve partner‑delivered services for quality, cost efficiency, and scalability.
• Partner closely with sales, marketing, and product teams to align customer operations with business goals.
• Support the VP of Customer Enablement & Operations in rethinking and modernizing customer processes to improve satisfaction, loyalty, and retention.

Benefits

• Provide the opportunity to grow and develop your career
• Offer an inclusive environment that encourages diverse perspectives and ideas
• Deliver challenging and unique opportunities to contribute to the success of a transforming organization
• Offer comprehensive benefits globally (PB Live Well)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees