Senior Director, Customer Service
Broadridge
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $145,000 - $155,000 per year
Job Level
Senior
About the role
- Oversee global service delivery across multiple shifts, ensuring compliance with SLAs, regulatory requirements, and quality standards.
- Supervise Shift Managers, fostering consistent leadership and communication across teams.
- Partner with Technology/IT to ensure system uptime and rapid resolution of service-impacting issues.
- Develop and implement policies, procedures, and best practices to enhance efficiency and consistency.
- Act as senior escalation point for complex client issues, ensuring timely resolution and communication.
- Drive initiatives that improve client satisfaction, retention, and Net Promoter Score (NPS).
- Capture client feedback from service interactions and integrate it into product and process improvements.
- Translate the VP’s strategic goals into operational execution.
- Provide input into product roadmaps based on customer feedback and service demands.
- Identify opportunities for technology-driven enhancements including CRM, automation, and knowledge tools.
- Lead and mentor Shift Managers and senior CSRs, driving professional growth and engagement.
- Build workforce plans that balance cost efficiency with a high-quality client experience.
- Promote a culture of accountability, inclusivity, and recognition.
- Own KPIs for responsiveness, accuracy, resolution rates, and escalations.
- Deliver reporting and insights to the VP, highlighting trends, risks, and opportunities.
- Enable data-driven decisions through standardized metrics and dashboards.
Requirements
- 10+ years in customer service, operations, or client success; financial services or capital markets experience strongly preferred.
- Expertise in client escalations, change management, and workforce optimization.
- Strong leadership presence in high-pressure, fast-paced environments.
- Excellent communication and stakeholder management skills.
- Track record of improving workflows, implementing KPIs, and scaling teams.
- Experience at the intersection of service operations and product feedback.
- Proficiency with CRM, workforce management systems, and automation tools.
Benefits
- Please visit www.broadridgebenefits.com for information on our comprehensive benefit offerings for this role.
- All Colorado employees receive paid sick leave in compliance with the Colorado Healthy Families and Workplaces Act and other legally required benefits, as applicable.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client escalationschange managementworkforce optimizationKPI implementationworkflow improvement
Soft skills
leadershipcommunicationstakeholder managementproblem-solvingteam mentoring