Manager, Customer Service - Hybrid

Location: Madison, WI (Hybrid)
Company: Wolters Kluwer Financial & Corporate Compliance

At Wolters Kluwer, our Financial & Corporate Compliance (FCC) division is a global leader in providing innovative technology and expert solutions that help organizations navigate complex regulatory and compliance requirements with confidence. We partner with financial institutions and corporate clients to streamline reporting, enhance transparency, and manage risk in an ever-evolving regulatory landscape.

Position Overview

As a Manager, Customer Service, you will oversee a dedicated team of professionals, ensuring exceptional customer service and operational efficiency. This role is responsible for driving team performance, executing strategic initiatives, and collaborating across functions to continuously enhance the customer experience. This is a hybrid position based out of our Madison, WI office, with minimal travel required.

• 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

Skills & Qualifications

• 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

Preferred Experience

• 510 years of leadership or management experience

• Experience identifying and driving cross-sell and upsell opportunities

• Demonstrated focus on quality and continuous process improvement

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 were getting to know younot 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:

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.