Broadridge · 1 day ago
Senior Director, Customer Service (Hybrid)
New York, NY
Full-time
Hybrid
Senior Level, Lead/Staff
$145K/yr - $155K/yr
10+ years expBroadridge is a company dedicated to empowering others to accomplish more. They are seeking a Senior Director of Customer Service to lead their global support organization, ensuring exceptional client satisfaction and operational excellence across multiple time zones.
BankingCrowdfundingEnterprise SoftwareFinanceFinancial ServicesInformation TechnologyOutsourcingSoftwareVenture Capital
Hiring Manager
Delia Șipoș
Responsibilities
Oversee global service delivery across multiple shifts, ensuring compliance with SLAs, regulatory requirements, and quality standards
Supervise Shift Managers, fostering consistent leadership and communication across teams
Partner with Technology/IT to ensure system uptime and rapid resolution of service-impacting issues
Develop and implement policies, procedures, and best practices to enhance efficiency and consistency
Act as senior escalation point for complex client issues, ensuring timely resolution and communication
Drive initiatives that improve client satisfaction, retention, and Net Promoter Score (NPS)
Capture client feedback from service interactions and integrate it into product and process improvements
Translate the VP’s strategic goals into operational execution
Provide input into product roadmaps based on customer feedback and service demands
Identify opportunities for technology-driven enhancements including CRM, automation, and knowledge tools
Lead and mentor Shift Managers and senior CSRs, driving professional growth and engagement
Build workforce plans that balance cost efficiency with a high-quality client experience
Promote a culture of accountability, inclusivity, and recognition
Own KPIs for responsiveness, accuracy, resolution rates, and escalations
Deliver reporting and insights to the VP, highlighting trends, risks, and opportunities
Enable data-driven decisions through standardized metrics and dashboards
Qualification
Required
10+ years in customer service, operations, or client success; financial services or capital markets experience strongly preferred
Expertise in client escalations, change management, and workforce optimization
Strong leadership presence in high-pressure, fast-paced environments
Excellent communication and stakeholder management skills
Track record of improving workflows, implementing KPIs, and scaling teams
Experience at the intersection of service operations and product feedback
Proficiency with CRM, workforce management systems, and automation tools
Benefits
Bonus Eligible
Paid sick leave in compliance with the Colorado Healthy Families and Workplaces Act
Company
Broadridge
Broadridge is a provider of investor communications and technology solutions for broker dealers, banks, mutual funds and corporate issuers.
10001+ employees
H1B Sponsorship
Broadridge has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (109)
2024 (124)
2023 (83)
2022 (141)
2021 (100)
2020 (73)
Funding
Current Stage
Public CompanyTotal Funding
$3.05B2023-08-17Post Ipo Debt· $1.3B
2021-05-17Post Ipo Debt· $1B
2019-12-10Post Ipo Debt· $750M
Leadership Team
Timothy Gokey
Chief Executive Officer
Tyler Derr
Chief Technology Officer
Recent News
FF News | Fintech Finance
2025-12-03
2025-11-19
Company data provided by crunchbase