• Manager, Customer Service Operations (Hybrid)

    Wolters Kluwer (White Plains, NY)


    The Business License Managed Services Team Filing Manager (Manager, Customer Service Operations) for Wolters Kluwer's (WK) Financial & Corporate Compliance (FCC) CT Corporation is responsible for managing and developing a team of filing specialists and business partners to provide managed renewal services (e.g., business license filings) and consultative customer service to assigned customers. The manager develops, oversees and evolves workflow processes to continuously improve efficiency, customer satisfaction, revenue growth and financial results. The manager also develops positive working relationships with customers and strategic partners and contributes to the maintenance and growth of the business (e.g., partnering with the Sales team). Activities of the manager include: driving the fulfillment and maintenance of customer business needs; managing the continuous optimization of department tools and workflows; managing the continuous optimization of the Customer Service Operations team; managing a team of professionals; managing departmental expenditures within agreed budgets; participating in organizational activities to meet or exceed company objectives; and representing Wolters Kluwer within the industry.

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    + Develops a high-performance team to maintain CT’s position as an industry leader

    + Leads a team of professionals

    + Manages departmental expenditures within agreed budgets

    + Participates in organizational activities to meet or exceed company objectives

    + Represents Wolters Kluwer within the industry

    Job Qualifications

    Education

    Minimum: Bachelor’s Degree or equivalent

     

    Preferred: Master’s Degree in Business Administration.

    Experience

    Minimum: 3- 5 years of consultative customer service and/or management experience, including:

    + Coaching,mentoringand/or training team members

    + Managing multiple concurrent projects.

    + Working independently and in a team environment.

    + Collaborating across multiple internal teams (e.g., support teams, sales).

    + Demonstrating strong analytical and problem-solving skills.

    + Demonstrating organization, time management, and multi-tasking skills.

    + Demonstrating strong written and verbal communication.

    + Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

    Preferred: 7 years of consultative customer service and/or management experience, including:

    + Managing or supervising customer service operations.

    + Managing or supervising a team (e.g., delegating, motivating, performance appraisal).

    + Experience working for a CLS Operations Team.

    + Working in the banking, insurance, hospitality,retailor legal industry.

    Location & Travel Requirements:

    + Hybrid office model (8x a month in the office required) at either NY-White Plains or MO-Clayton locations

    + Domestic Travel - Minimal - 1-2 times a year

     

    Our Interview Practices

     

    _To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process._

     

    _Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._

    Compensation:

    Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $121,350 - $170,050

    EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.