Wolters Kluwer

VP, Customer Service

Wolters Kluwer

full-time

Posted on:

Location Type: Hybrid

Location: New York City • Massachusetts • Minnesota • United States

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Salary

💰 $198,000 - $297,000 per year

Job Level

Lead

About the role

  • Architect and lead the transformation of service model across Health
  • Redesign cost to serve model to be leaner and scalable
  • Use intelligent automation and AI for Tier 1/Tier 2 interactions
  • Deliver competitive differentiation through service quality
  • Position service as a revenue enabler
  • Consolidate existing customer service functions into a scalable model
  • Drive cultural shift from reactive to proactive operations

Requirements

  • 10+ years of customer service operations experience
  • Proven success delivering measurable business impact
  • Demonstrated ability to redesign service models
  • Financial Acumen linking service performance directly to EBITA
  • Data-Driven Decisioning with advanced analytics capabilities
  • Technology & AI Enablement experience
  • Strong record of leading cross-functional transformation programs
  • Visionary Leadership with strategic thinking
Benefits
  • Medical, Dental, & Vision Plans
  • 401(k)
  • FSA/HSA
  • Commuter Benefits
  • Tuition Assistance Plan
  • Vacation and Sick Time
  • Paid Parental Leave

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer service operationsservice model redesignfinancial acumendata-driven decisioningadvanced analyticstechnology enablementAI implementationintelligent automationscalable service modelmeasurable business impact
Soft skills
visionary leadershipstrategic thinkingcross-functional leadershipcultural shift managementproactive operationscompetitive differentiationservice quality improvementchange managementstakeholder engagementteam collaboration