Manager, Customer Service - Hybrid

Wolters Kluwer • Madison, WI

2d • $76,200 - $133,650 • Hybrid

About The Position

As a Manager, Customer Service, you will oversee a dedicated team of professionals, ensuring exceptional customer service and operational efficiency. This role is responsible for driving team performance, executing strategic initiatives, and collaborating across functions to continuously enhance the customer experience. This is a hybrid position based out of our Madison, WI office, with minimal travel required.

Requirements

• Strong strategic planning and execution capabilities
• Advanced communication skills across multiple channels
• Analytical mindset with the ability to identify trends and insights
• Proven leadership and team development experience
• Proficiency with CRM systems and customer service technologies
• Experience managing performance metrics and KPIs
• Strong project management and organizational skills
• Ability to translate customer insights into actionable improvements

Nice To Haves

• 5–10 years of leadership or management experience
• Experience identifying and driving cross-sell and upsell opportunities
• Demonstrated focus on quality and continuous process improvement

Responsibilities

• Manage a customer service team, ensuring adherence to service standards
• Develop and implement strategic initiatives to improve service delivery
• Oversee day-to-day team operations, resolving escalated issues as needed
• Monitor team performance and establish clear performance goals
• Conduct performance reviews and provide ongoing coaching and feedback
• Facilitate training and development programs for team members
• Optimize workflows to improve team efficiency and productivity
• Collaborate cross-functionally to streamline processes and improve outcomes
• Analyze customer feedback and drive continuous improvement initiatives
• Prepare and present performance and operational reporting

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed