Manager of Client Service

Job Title: Operations Leader – Client Service & Order Fulfillment (UCC)

Location: Springfield, IL
Monday-Friday 8am-5pm
Department: Operations / Client Services
Job Level: Manager / Senior Manager
Reports To: UCC Fulfillment / Client Services Leadership

Position Summary

Responsible for leading UCC client service and order fulfillment operations to ensure timely, accurate, and high‑quality delivery. Accountable for operational performance, workforce effectiveness, and continuous improvement while supporting volume growth and technology change.

Primary Responsibilities

• Lead daily operations across UCC client service and order fulfillment teams.
• Ensure achievement of SLAs, turnaround time, quality, and productivity targets.
• Manage and develop frontline leaders and senior associates.
• Identify and mitigate operational risk related to capacity, quality, and workflow.
• Partner with Product, Technology, Training, and Quality teams on process and system changes.
• Own workforce planning, including staffing levels, skill mix, cross‑training, and succession planning.
• Serve as escalation point for complex client and operational issues.
• Use operational data to drive efficiency, cost‑to‑serve improvement, and performance outcomes.
• Ensure compliance with internal controls, regulatory requirements, and company policies.

Required Qualifications

• Bachelor’s degree or equivalent professional experience.
• 7+ years of progressive operations or client service leadership experience.
• Experience leading high‑volume, deadline‑driven teams with defined SLAs.
• Demonstrated ability to manage and develop people leaders.
• Strong analytical, problem‑solving, and decision‑making skills.
• Effective written and verbal communication skills.

Preferred Qualifications

• UCC operations experience (search, filing, research, or fulfillment).
• Experience in regulated or transaction‑based service environments.
• Experience leading teams through system or process change.

Core Competencies

• Operational execution
• People leadership and development
• Workforce planning
• Change management
• Client focus
• Continuous improvement

Compensation

• Salary Band: Manager / Senior Manager – Operations (per company compensation framework)
• Base Pay: Determined by level, experience, internal equity, and geographic market
• Incentive:  Eligible for annual performance‑based incentive program
• Benefits:  Eligible for company standard benefits package

Work Environment

• Office‑based or hybrid role as required.
• Occasional extended hours during peak volume periods or major initiatives.

Equal Employment Opportunity

CSC is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.

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At CSC, compensation decisions are dependent on a number of factors including job location and the knowledge and experience of each individual. A reasonable estimate of the current range is 85k-100k. 

• Lead and manage a dedicated team of client service professionals, providing mentorship and guidance for optimal performance.
• Develop and execute strategies to enhance client satisfaction, ensuring timely and accurate order fulfillment.
• Foster a culture of innovation, encouraging the adoption of AI and other emerging technologies to enhance service delivery.
• Build and maintain strong client relationships, understanding their unique needs and providing tailored solutions.
• Collaborate with cross-functional teams to ensure seamless operations and effective communication across the organization.
• Analyze client feedback and market trends to identify areas of improvement and develop actionable plans.
• Oversee the implementation of new client service initiatives, aligning them with company goals and objectives.
• Mentor and develop team members, offering regular performance feedback and career development opportunities.
• Ensure compliance with company policies and procedures, maintaining a high standard of professionalism.
• Stay abreast of industry best practices and emerging technologies to continuously enhance client servic