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Wolters Kluwer · 6 hours ago

VP, Customer Service

New York, NY

Full-time

Hybrid

Senior Level, Lead/Staff

$204K/yr - $262K/yr

10+ years exp

Wolters Kluwer Health is reimagining how we serve our global customers. The VP Customer Service Operations will architect and lead the transformation of our service model across Health, consolidating existing teams and modernizing workflows to deliver faster, higher-quality outcomes.

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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

Transform Service Economics: Redesign the cost to serve model to be leaner, globally consistent and scalable moving beyond fragmented, function-based budgets to unified, enterprise level economics

Scale AI & Automation: Use intelligent automation and AI-driven workflows to manage most Tier 1/Tier 2 interactions, allowing more focus on high-value engagements

Elevate Customer Service Experience: Deliver competitive differentiation through superior service quality, faster response times, and proactive engagement while ensuring consistency across channels and regions

Enable Growth: Position service as a revenue enabler by improving retention, supporting upsell and cross-sell and strengthening overall customer lifetime value

Unify Operations Globally: Consolidate existing customer service functions across Health into a consistent, accountable and scalable model

Leverage Data for Insights & Action: Build advanced analytics capabilities, including predictive churn models, automation ROI tracking and cost to serve dashboards to inform decision making and continuous improvement

Lead Enterprise Change: Drive the cultural shift from reactive service delivery to proactive, insights-led and customer first operations

Qualification

Global LeadershipService Model TransformationData-Driven DecisioningTechnology & AI EnablementFinancial AcumenCost Model InnovationEnterprise Change LeadershipValue-Creation MindsetInfluence & CollaborationVisionary Leadership

Required

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

Able to link service performance directly to EBITA, retention and NRR outcomes. Skilled at creating cost models that simultaneously reduce spend and improve customer value

Skilled in developing and leveraging advanced data and analytics (e.g., cost-to-serve dashboards, predictive churn models, automation ROI tracking) to set priorities, measure outcomes, and enable transparent decision-making across the enterprise

Expert in using advanced analytics to guide service strategies (e.g. churn prediction, cost to serve transparency, KPI dashboards, outcome-based reporting)

Hands-on experience embedding automation, AI, and digital-first channels into operations, with measurable impact on cost, quality and customer satisfaction

Strong record of leading cross-functional transformation programs that consolidate siloed functions and create scalable future-ready organizations

Moves beyond efficiency to position service as a growth enabler directly supporting retention, upsell and customer lifetime value

Exceptional ability to influence across functions and levels, align stakeholders and lead through change in a global enterprise

A strategic thinker who anticipates shifts in technology, customer expectations and market trends and proactively adapts the service model to stay ahead