Wolters Kluwer N.V.
This leader will set the vision for what “customer service” means in a digital, AI-enabled world, balancing operational efficiency with customer lifetime value, retention, and upsell potential.maintaining the status quo.
It is about defining the future of customer engagement in an AI-enabled world: rethinking the role of call centers, designing the optimal global coverage model, leveraging intelligent automation and creating digital-first, multi-channel experiences that delight customers while improving efficiency. This role is not about The VP Customer Service Operations will be directly accountable for reducing cost to serve, enabling growth through superior service and transforming customer service into a strategic value driver that improves retention, Net Revenue Retention (NRR) and customer lifetime value. This is a hybrid role and the person in this role is expected to be in the office at least 2 days a week and potentially more based on business requirements.**Key Responsibilities:****Design the Future Service Model**: Define and execute the next-generation operating model, including the role of call centers, offshore hubs, AI agents, self-service platforms, and social/digital channels. **Elevate Customer Service Experience****Qualifications:****Proven Global Leadership:** 10+ years of customer service operations experience including experience leading large scale, multi-region customer service teams with proven success delivering measurable business impact. Demonstrated ability to redesign service models, including offshore, vendor partnerships, channel optimization and automation at scale.
Exceptional ability to influence across functions and levels, align stakeholders and lead through change in a global enterprise.**Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide.**Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers.We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide.For more information about our solutions and organization, visit , follow us on , , and .At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program. #J-18808-Ljbffr
It is about defining the future of customer engagement in an AI-enabled world: rethinking the role of call centers, designing the optimal global coverage model, leveraging intelligent automation and creating digital-first, multi-channel experiences that delight customers while improving efficiency. This role is not about The VP Customer Service Operations will be directly accountable for reducing cost to serve, enabling growth through superior service and transforming customer service into a strategic value driver that improves retention, Net Revenue Retention (NRR) and customer lifetime value. This is a hybrid role and the person in this role is expected to be in the office at least 2 days a week and potentially more based on business requirements.**Key Responsibilities:****Design the Future Service Model**: Define and execute the next-generation operating model, including the role of call centers, offshore hubs, AI agents, self-service platforms, and social/digital channels. **Elevate Customer Service Experience****Qualifications:****Proven Global Leadership:** 10+ years of customer service operations experience including experience leading large scale, multi-region customer service teams with proven success delivering measurable business impact. Demonstrated ability to redesign service models, including offshore, vendor partnerships, channel optimization and automation at scale.
Exceptional ability to influence across functions and levels, align stakeholders and lead through change in a global enterprise.**Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide.**Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers.We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide.For more information about our solutions and organization, visit , follow us on , , and .At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program. #J-18808-Ljbffr