Associate Director, Customer Service

CT Business Licenses is a leading provider of business license services, helping clients simplify and streamline complex licensing requirements so they can maintain compliance and continue critical business activities. Our teams manage a high volume of research, filings, renewals, and related customer needs with precision, efficiency, and a strong commitment to service excellence.

The Associate Director, Customer Success is a core member of the CT Business Licenses Leadership Team. Working in partnership with leaders across the business, this role helps drive accelerated revenue growth, improved margins, stronger customer satisfaction and retention, and increased employee engagement. The Associate Director translates the Business Licenses portfolio strategy into clear operating plans that advance the organization’s vision, mission, and goals while ensuring teams are positioned to deliver consistently for customers.

Leadership Scope

The Associate Director provides ongoing leadership to an organization of approximately six direct reports and their teams. The role is accountable for building a high-performing, customer-focused organization; setting priorities and performance expectations; developing leaders and talent; aligning capacity to demand; and creating the operating discipline needed to deliver quality, timely, and cost-effective business license services at scale.

Key Responsibilities

• Serve as a strategic member of the CT Business Licenses Leadership Team, helping set priorities and execute plans that support growth, profitability, customer outcomes, and employee engagement.
• Lead managers and their teams across Customer Success operations, including effective oversight of cross functional interactions
• Translate portfolio strategy into detailed plans, objectives, operating rhythms, and measurable assignments that support the Business Licenses vision, mission, and goals.
• Own performance and results across multiple related teams, with accountability for service quality, timeliness, productivity, customer satisfaction, retention, and margin improvement.
• Use customer feedback, operational data, and performance indicators to identify trends, resolve root causes, and prioritize improvements in partnership with BL leadership team
• Establish scalable processes, policies, standards, and controls that improve consistency, efficiency, and compliance while supporting a high volume of work.
• Partner cross-functionally with Operations, Sales, Product, Technology, Finance, and other stakeholders to address customer needs, improve handoffs, support strategic accounts, and enable growth.
• Lead resolution of complex or high-impact customer issues, balancing urgency, regulatory requirements, operational feasibility, and long-term relationship value.
• Align staffing, capacity, budgets, and partner resources with business demand and service commitments.
• Develop managers and emerging leaders through coaching, feedback, succession planning, and clear accountability for results.
• Champion change, continuous improvement, and adoption of new tools and ways of working across the organization.
• Represent the voice of the customer in business decisions and ensure insights are translated into practical improvements for clients and teams.

Skills

• Demonstrated experience leading managers and multi-layered customer success, service, or operations teams in a complex, high-volume environment.
• Strong strategic and operational leadership, with the ability to convert business strategy into executable plans and measurable results.
• Customer-centric mindset and experience improving satisfaction, retention, and long-term value through effective relationship and service management.
• Strong business and financial acumen, including experience managing budgets, capacity, productivity, and margin improvement initiatives.
• Analytical capability to interpret operational and customer data, identify meaningful trends, and make informed decisions.
• Excellent executive communication, influence, and presentation skills, with the ability to engage customers, senior leaders, and cross-functional partners.
• Experience designing and scaling processes, performance measures, governance, and continuous improvement practices.
• Proven ability to lead organizational change and build engagement across onshore and offshore teams.
• Working knowledge of regulatory or compliance-driven services; experience with business licensing, filings, renewals, or entity compliance is preferred.
• Fluency with customer success platforms, workflow tools, reporting, and analytics used to manage performance and customer outcomes preferred.

Job Qualifications

• Bachelor’s degree, advanced degree preferred.
• Minimum of 7 years of experience in customer service management and or service operations with at least 3 years in a leadership role
• Experience coaching and mentoring team members.
• Proven track record of managing high-volume customer service operations and leading successful teams.
• Strong analytical and problem-solving skills, with the ability to use data to drive decisions and improvements.
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and senior management.
• Experience in the business license filing industry or a similar regulatory environment is desired, but not required

Travel Requirements

Domestic travel up to 20% of work time (e.g., regional teams, national meetings, client sites).

Location

This position follows a hybrid work model, requiring a minimum of eight in-office days per month. Candidates must be based in or willing to work from one of our office locations in Clayton, MO; White Plains, NY; or New York City, NY.

Our Interview Practices

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:

$111,200.00 - $198,650.00 USD

This 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.

Additional Information:

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.

Be the Difference

If making a difference matters to you, then you matter to us.

Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day.

We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world.

You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

About Wolters Kluwer

Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. ​

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Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. ​

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We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. ​

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We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. ​

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With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes.​

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For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook.

Tips & Tricks - Resumes

Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume.

Building Diverse Teams

As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work.

We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion.

This principle is ingrained in our company values and articulated in our Code of Business Ethics.

Our Global Well-being Program

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.​

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Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. ​

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More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women.

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.

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