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.
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
5–10 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 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:
$76,200.00 - $133,650.00 USDThis role is eligible for Bonus.
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.
Wolters Kluwer (EURONEXT: WKL) is a global leader in information, software solutions, and services for professionals in healthcare; tax and accounting; financial and corporate compliance; legal and regulatory; corporate performance and ESG. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with technology. Wolters Kluwer reported 2024 annual revenues of €5.9 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands.
Equal Opportunity Employer
To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions.
All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.
Beware of Recruitment Fraud! 🔒
Scammers may pose as Wolters Kluwer, offering fake job opportunities and requesting personal info or payments. Protect yourself:
- Apply only via our secure Workday hub on our Careers page.
- Our recruiters never ask for banking info or payments.
- We don't use public email accounts (e.g., Hotmail, Yahoo, Gmail).
Report suspected fraud: thirdpartyincident@wolterskluwer.com. If you've made a payment, contact local authorities.
Read more here - https://careers.wolterskluwer.com/en/recruitment-fraud-alert
