S&P Global, Inc.
Head of Customer Service, Support & Operations for Risk & Valuations Services (U
S&P Global, Inc., New York, New York, us, 10261
About the Role
Grade Level (for internal use): 14
The Team We are seeking a strategic, customer-centric, execution-focused leader to serve as the Head of Customer Service, Support, and Operations for Data & Research (RVS). RVS is part of S&P Global Market Intelligence, providing data, insights, and analytics to a wide range of customer segments. RVS has three sub‑groups: Credit Solutions (CS), Data, Valuations & Risk Analytics (DVR), and Global Insight (GI).
Responsibilities & Impact
Strategic Leadership: Define and lead a compelling vision for RVS Customer Excellence. This vision should clearly set the roadmap, key elements and investments required to maximize the RVS customer and experience.
Customer Experience Leadership: Champion a customer‑first culture by designing and executing service strategies that anticipate client needs and exceed expectations.
Operational Excellence: Drive efficiency, scalability, and quality across all support and service operations, leveraging automation, AI, and data‑driven insights.
Cross‑Functional Collaboration: Partner with Product, Technology, Commercial, and Content teams to ensure alignment on customer feedback, product enhancements, and go‑to‑market strategies.
Voice of the Customer: Serve as a key advocate for the customer internally, ensuring their voice informs product development, service design, and strategic planning.
Team Leadership & Development: Lead and inspire a global team of service professionals, fostering a culture of accountability, continuous improvement, and innovation.
Performance & Metrics: Define and track KPIs related to customer satisfaction (e.g., NPS, CSAT), operational efficiency, and service quality. Use insights to drive continuous improvement.
Risk & Compliance: Ensure all customer operations adhere to regulatory, data privacy, and internal compliance standards.
Compensation/Benefits Information (US Applicants Only) Anticipated base salary range: $216,500 to $257,665. Base salary ranges may vary by geographic location. In addition to base compensation, this role is eligible for an incentive plan. This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, visit https://www.spgbenefitessentials.com/newhires.
What We’re Looking For Basic Qualifications
Proven leadership experience in customer service, support, or operations within a data, SaaS, or financial services environment.
Deep knowledge of S&P Global’s solutions and the personas we serve (e.g., buy‑side, sell‑side, corporate issuers, data consumers).
Strong understanding of the “jobs to be done” framework and how to unlock value for clients through service design.
Demonstrated success in leading global teams and managing complex, matrixed environments.
Passion for customer advocacy, operational rigor, and innovation.
Flexible Working We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or a remote working arrangement are usually possible. Please discuss the type of arrangement that suits you best during the interview. We will always try to be adaptable wherever we can.
Return to Work Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return‑to‑Work initiative, we encourage enthusiastic and talented returners to apply and will actively support your return to the workplace.
Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability, please send an email to EEO.Compliance@spglobal.com. Your request will be forwarded to the appropriate person.
US Candidates Only: The EEO is the Law Poster describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_English_formattedESQA508c.pdf
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The Team We are seeking a strategic, customer-centric, execution-focused leader to serve as the Head of Customer Service, Support, and Operations for Data & Research (RVS). RVS is part of S&P Global Market Intelligence, providing data, insights, and analytics to a wide range of customer segments. RVS has three sub‑groups: Credit Solutions (CS), Data, Valuations & Risk Analytics (DVR), and Global Insight (GI).
Responsibilities & Impact
Strategic Leadership: Define and lead a compelling vision for RVS Customer Excellence. This vision should clearly set the roadmap, key elements and investments required to maximize the RVS customer and experience.
Customer Experience Leadership: Champion a customer‑first culture by designing and executing service strategies that anticipate client needs and exceed expectations.
Operational Excellence: Drive efficiency, scalability, and quality across all support and service operations, leveraging automation, AI, and data‑driven insights.
Cross‑Functional Collaboration: Partner with Product, Technology, Commercial, and Content teams to ensure alignment on customer feedback, product enhancements, and go‑to‑market strategies.
Voice of the Customer: Serve as a key advocate for the customer internally, ensuring their voice informs product development, service design, and strategic planning.
Team Leadership & Development: Lead and inspire a global team of service professionals, fostering a culture of accountability, continuous improvement, and innovation.
Performance & Metrics: Define and track KPIs related to customer satisfaction (e.g., NPS, CSAT), operational efficiency, and service quality. Use insights to drive continuous improvement.
Risk & Compliance: Ensure all customer operations adhere to regulatory, data privacy, and internal compliance standards.
Compensation/Benefits Information (US Applicants Only) Anticipated base salary range: $216,500 to $257,665. Base salary ranges may vary by geographic location. In addition to base compensation, this role is eligible for an incentive plan. This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, visit https://www.spgbenefitessentials.com/newhires.
What We’re Looking For Basic Qualifications
Proven leadership experience in customer service, support, or operations within a data, SaaS, or financial services environment.
Deep knowledge of S&P Global’s solutions and the personas we serve (e.g., buy‑side, sell‑side, corporate issuers, data consumers).
Strong understanding of the “jobs to be done” framework and how to unlock value for clients through service design.
Demonstrated success in leading global teams and managing complex, matrixed environments.
Passion for customer advocacy, operational rigor, and innovation.
Flexible Working We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or a remote working arrangement are usually possible. Please discuss the type of arrangement that suits you best during the interview. We will always try to be adaptable wherever we can.
Return to Work Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return‑to‑Work initiative, we encourage enthusiastic and talented returners to apply and will actively support your return to the workplace.
Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability, please send an email to EEO.Compliance@spglobal.com. Your request will be forwarded to the appropriate person.
US Candidates Only: The EEO is the Law Poster describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_English_formattedESQA508c.pdf
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