Senior Director, Customer Service (Hybrid)

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

Responsibilities:

Leadership & Operations

• 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.

Customer Experience & Escalations

• 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.

Strategy & Innovation

• 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.

People Leadership & Development

• 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.

Performance & Reporting

• 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.

Requirements:

Education & Experience

• 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.

Skills & Competencies

• 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.

Work Environment

• Excels in a global, high-stakes client environment with time-sensitive demands.
• Willingness to support critical events outside standard hours.
• Collaborates closely with VP, Product, Technology, Sales, and Compliance to align service delivery with business goals.

This position requires the ability to be in the New York City office 2–3 days per week. Weekend work and additional hours may be required to meet client deliverables and support business needs.

Compensation Range: The salary range for this position is between $145,000.00-$155,000.00. Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education.

Bonus Eligibility: Bonus Eligible

Benefits Information: Please visit www.broadridgebenefits.com for information on our comprehensive benefit offerings for this role. All Colorado employees receive paid sick leave in compliance with the Colorado Healt