Customer Service Manager

Wolters Kluwer

Manager overseeing customer service team at Wolters Kluwer, enhancing service delivery and team performance. Driving operational efficiency and developing strategic initiatives in a hybrid work environment.

Posted 5/16/2026full-timeMadison • Wisconsin • 🇺🇸 United StatesMid-LevelSenior💰 $76,200 - $133,650 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

strategic planningperformance metricsKPI managementproject managementcustomer insights analysis

Soft Skills

leadershipteam developmentcommunicationanalytical mindsetorganizational skills