VP, Customer Service

Wolters Kluwer Health is transforming its service model, led by the VP Customer Service Operations. This role involves architecting and leading the consolidation of existing teams, embedding AI and automation, and modernizing workflows to deliver faster, higher-quality outcomes at a lower cost. The leader will define the future of customer engagement in an AI-enabled world, balancing operational efficiency with customer lifetime value, retention, and upsell potential. The VP will be accountable for reducing cost to serve, enabling growth through superior service, and transforming customer service into a strategic value driver.

Must Have

• Design and execute next-generation operating models for customer service.
• Redesign the cost to serve model to be leaner, globally consistent, and scalable.
• Scale intelligent automation and AI-driven workflows for Tier 1/Tier 2 interactions.
• Deliver competitive differentiation through superior service quality and faster response times.
• Position service as a revenue enabler by improving retention and supporting upsell/cross-sell.
• Consolidate existing customer service functions across Health into a consistent model.
• Build advanced analytics capabilities including predictive churn models and cost to serve dashboards.
• Drive cultural shift from reactive service delivery to proactive, insights-led operations.
• 10+ years of customer service operations experience, leading large-scale, multi-region teams.
• Demonstrated ability to redesign service models, including offshore and automation.
• Financial acumen to link service performance directly to EBITA, retention, and NRR outcomes.
• Skilled in developing and leveraging advanced data and analytics for decision-making.
• Expert in using advanced analytics to guide service strategies and cost model innovation.
• Hands-on experience embedding automation, AI, and digital-first channels into operations.
• Strong record of leading cross-functional transformation programs.
• Value-creation mindset, positioning service as a growth enabler.
• Exceptional ability to influence across functions and levels, and lead through change.
• Strategic thinker who anticipates shifts in technology and customer expectations.

Perks & Benefits

• Well-being benefits
• Tools, programs, and resources for health, happiness, safety, and prosperity
• Valued for contributions
• Caring and inclusive culture
• Opportunities to grow
• Diversity as core strength

Wolters Kluwer Health is reimagining how we serve our global customers. The VP Customer Service Operations will architect and lead 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 about maintaining the status quo. It is about defining the future of customer engagement in an AI-enabled world: rethinking the role of call centers, designing the optimal global coverage model, leveraging intelligent automation and 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 superior service and transforming customer service into a strategic value driver that improves retention, Net Revenue Retention (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.

Key Responsibilities:

• 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, globally consistent and scalable moving beyond fragmented, function-based budgets to unified, enterprise level economics.
• Scale AI & Automation: Use intelligent automation and AI-driven workflows to manage most Tier 1/Tier 2 interactions, allowing more focus on high-value engagements.
• Elevate Customer Service Experience: Deliver competitive differentiation through superior service quality, faster response times, and proactive engagement while ensuring consistency across channels and regions.
• Enable Growth: Position service as a revenue enabler by improving retention, supporting upsell and cross-sell and strengthening overall customer lifetime value.
• Unify Operations Globally: Consolidate existing customer service functions across Health into a consistent, accountable and scalable model.
• Leverage Data for Insights & Action: Build advanced analytics capabilities, including predictive churn models, automation ROI tracking and cost to serve dashboards to inform decision making and continuous improvement.
• Lead Enterprise Change: Drive the cultural shift from reactive service delivery to proactive, insights-led and customer first operations.

Qualifications:

• Proven Global Leadership: 10+ years of customer service operations experience including experience leading large scale, multi-region customer service teams with proven success delivering measurable business impact.
• Service Model Transformation: Demonstrated ability to redesign service models, including offshore, vendor partnerships, channel optimization and automation at scale.
• Financial Acumen with Strategic Impact – Able to link service performance directly to EBITA, retention and NRR outcomes. Skilled at creating cost models that simultaneously reduce spend and improve customer value.
• Data-Driven Decisioning – Skilled in developing and leveraging advanced 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 Model Innovation – Expert in using advanced analytics to guide service strategies (e.g. churn prediction, cost to serve transparency, KPI dashboards, outcome-based reporting).
• Technology & AI Enablement – Hands-on experience embedding automation, AI, and digital-first channels into operations, with measurable impact on cost, quality and customer satisfaction.
• Enterprise Change Leadership – Strong record of leading cross-functional transformation programs that consolidate siloed functions and create scalable future-ready organizations.
• Value-Creation Mindset – Moves beyond efficiency to position service as a growth enabler directly supporting retention, upsell and customer lifetime value.
• Influence & Collaboration Exceptional ability to influence across functions and levels, align stakeholders and lead through change in a global enterprise.
• Visionary Leadership – A strategic thinker who anticipates shifts in technology, customer expectations and market trends and proactively adapts the service model to stay ahead.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

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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 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide.

Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.

Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers.

We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide.

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

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