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.

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.

• →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.

• 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

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. 

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.