Head of Customer Service, Support & Operations for Risk & Valuations Services (US)

S&P Global • New York, NY

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About The Position

We are seeking a strategic, customer-centric, execution-focused leader to serve as the Head of Customer Service, Support, and Operations for Data & Research (RVS). RVS is part of S&P Global Market Intelligence, providing data, insights, and analytics to wide range of customer segments. RVS has three sub-groups, Credit Solutions (CS), Data, Valuations & Risk Analytics (DVR), and Global Insight (GI). This role will be responsible for setting and leading a compelling vision for the RVS Customer Excellence program that delivers differentiated customer value and outstanding experience. The ideal candidate brings a deep understanding of S&P Global’s data, analytics and platform ecosystem, a passion for customer-centric innovation and a relentless focus on operational excellence. They should have experience of leading scaled global teams across customer service, support and client operations, ensuring seamless delivery and support of our solutions.

Requirements

• Proven leadership experience in customer service, support, or operations within a data, SaaS, or financial services environment.
• Deep knowledge of S&P Global’s solutions and the personas we serve (e.g., buy-side, sell-side, corporate issuers, data consumers).
• Strong understanding of the “jobs to be done” framework and how to unlock value for clients through service design.
• Demonstrated success in leading global teams and managing complex, matrixed environments.
• Passion for customer advocacy, operational rigor, and innovation.

Responsibilities

• Define and lead a compelling vision for RVS Customer Excellence.
• Champion a customer-first culture by designing and executing service strategies that anticipate client needs and exceed expectations.
• Drive efficiency, scalability, and quality across all support and service operations, leveraging automation, AI, and data-driven insights.
• Partner with Product, Technology, Commercial, and Content teams to ensure alignment on customer feedback, product enhancements, and go-to-market strategies.
• Serve as a key advocate for the customer internally, ensuring their voice informs product development, service design, and strategic planning.
• Lead and inspire a global team of service professionals, fostering a culture of accountability, continuous improvement, and innovation.
• Define and track KPIs related to customer satisfaction (e.g., NPS, CSAT), operational efficiency, and service quality. Use insights to drive continuous improvement.
• Ensure all customer operations adhere to regulatory, data privacy, and internal compliance standards.

Benefits

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees