Wolters Kluwer Health is reimagining how we serve our global customers. The VP Customer Service Operationswillarchitect andlead the transformation of our service model across Health consolidating existing teams, embedding AI and automation, and modernizing workflows to deliver faster, higher-quality outcomes at a lower cost to serve.
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.This role is not aboutmaintainingthe status quo. It is about defining the future of customer engagement in an AI-enabled world: rethinking the role of call centers, designing theoptimalglobal coverage model,leveragingintelligentautomationand creating digital-first, multi-channel experiences that delight customers while improving efficiency.
The VP Customer Service Operations will be directly accountable for reducing cost to serve, enabling growth through superiorserviceand transforming customer service into a strategic value driver that improves retention, Net RevenueRetention(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.
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, globallyconsistentandscalablemoving beyond fragmented,function-basedbudgets to unified, enterprise level economics.
Elevate CustomerServiceExperience: Deliver competitive differentiation through superior service quality, faster response times, and proactive engagementwhile ensuring consistency across channels and regions.
Leverage Data for Insights & Action:Build advanced analytics capabilities, including predictive churn models, automation ROItrackingand cost to serve dashboards to inform decision making and continuous improvement.
Service Model Transformation:Demonstratedability toredesign service models, including offshore, vendor partnerships, channeloptimizationand automation at scale.
Data-Driven Decisioning– Skilled in developing andleveragingadvanced 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.
Cost ModelInnovation–Expert in using advanced analytics to guide service strategies (e.g.churn prediction, cost to serve transparency, KPI dashboards,outcome-basedreporting).
Technology & AI Enablement–Hands-on experience embedding automation, AI, and digital-first channels intooperations, withmeasurableimpact on cost,qualityand customer satisfaction.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
Compensation:
Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $203,900 - $262,150
