Manager of Client Service

CSC•Springfield, MO

4d•Hybrid

About The Position

This role is responsible for leading UCC client service and order fulfillment operations, ensuring timely, accurate, and high‑quality delivery. The Operations Leader is accountable for overall operational performance, workforce effectiveness, and continuous improvement, while also supporting volume growth and adapting to technology changes. The position involves managing and developing client service professionals, driving client satisfaction through tailored solutions, and fostering innovation, including the adoption of AI and other emerging technologies. It requires building strong client relationships, collaborating with cross-functional teams, and analyzing feedback and market trends to identify improvements. The leader will oversee new client service initiatives, mentor team members, and ensure compliance with company policies and industry best practices.

Requirements

Bachelor's degree in Management or a related field is mandatory, or equivalent professional experience.
8-10 years of experience in managing client service and order fulfillment operations, with a proven track record of success.
Experience leading high‑volume, deadline‑driven teams with defined SLAs.
Demonstrated ability to manage and develop people leaders.
Exceptional communication skills, enabling effective interaction with clients and employees at all levels.
Demonstrated leadership abilities, with a proven history of motivating and inspiring teams.
Experience in driving innovation and a willingness to embrace new technologies, particularly AI solutions.
Proficiency in MS-Office, with advanced skills in spreadsheet analysis and reporting.
Strong analytical, problem‑solving, and decision‑making capabilities, able to work independently and manage multiple priorities.
Excellent organizational skills and a keen attention to detail.
A proactive and results-oriented mindset, with a commitment to continuous learning and improvement.
Ability to work collaboratively in a team environment and build positive working relationships.

Nice To Haves

UCC operations experience (search, filing, research, or fulfillment).
Experience in regulated or transaction‑based service environments.
Experience leading teams through system or process change.

Responsibilities

Lead daily operations across UCC client service and order fulfillment teams.
Ensure achievement of SLAs, turnaround time, quality, and productivity targets.
Manage and develop frontline leaders and senior associates, providing mentorship and guidance for optimal performance and career development.
Identify and mitigate operational risk related to capacity, quality, and workflow.
Partner with Product, Technology, Training, and Quality teams on process and system changes.
Own workforce planning, including staffing levels, skill mix, cross‑training, and succession planning.
Serve as escalation point for complex client and operational issues.
Use operational data to drive efficiency, cost‑to‑serve improvement, and performance outcomes.
Ensure compliance with internal controls, regulatory requirements, and company policies, maintaining a high standard of professionalism.
Develop and execute strategies to enhance client satisfaction, ensuring timely and accurate order fulfillment.
Foster a culture of innovation, encouraging the adoption of AI and other emerging technologies to enhance service delivery.
Build and maintain strong client relationships, understanding their unique needs and providing tailored solutions.
Collaborate with cross-functional teams to ensure seamless operations and effective communication across the organization.
Analyze client feedback and market trends to identify areas of improvement and develop actionable plans.
Oversee the implementation of new client service initiatives, aligning them with company goals and objectives.
Stay abreast of industry best practices and emerging technologies to continuously enhance client service operations.