Assc Dir-Client Service Mgr

Moody's Investors Service; New York, Northern (NY, KY); Hybride; USD 136 000 - 197 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental insurance

Vision insurance

Parental leave

Paid time off

401(k) plan with company contributions

Life insurance

Disability insurance

Stock purchase plan

Tuition reimbursement

Résumé du poste

Moody's Investors Service is seeking a senior client service leader to oversee the delivery of client service operations, ensuring performance targets, staffing plans, and service quality across global teams.

You will partner with product and technical teams to align service levels with business objectives, drive data-driven improvements, and coach a high-performing client-service staff. This role offers a competitive salary and comprehensive benefits.

Qualifications

• 5-7+ years in a client-facing role.
• Proven ability to enhance customer satisfaction and service delivery.
• Experience with CRM and customer service technologies, including AI-driven solutions.

Responsabilités

• Lead and oversee delivery of client service operations, ensuring targets and quality.
• Escalation point for high-profile client issues with internal teams.
• Partner with product and technical teams to meet service levels.
• Drive continuous improvement using data insights to enhance processes and customer experience.
• Coach and develop team members, including hiring and performance management.
• Represent client service in cross-functional initiatives.

Connaissances

Client facing

Leadership

Customer service

CRM platforms

Stakeholder mgmt

Analytical skills

Communication

Attention to detail

AI awareness

Formation

Bachelor's degree

CS/Finance/Accounting

Certifications encouraged

Outils

CRM platforms

Customer service technologies

Description du poste

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. Moody’s is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we’re advancing AI to move from insight to action—enabling intelligence that not only understands complexity but responds to it. We decode risk to unlock opportunity, helping our clients navigate uncertainty with clarity, speed, and confidence.

Skills and Competencies

• 5-7+ years experience in a client facing role
• Strong leadership capability with experience inspiring, developing, and managing high-performing client service teams
• Deep understanding of customer service principles with a proven ability to enhance customer satisfaction and service delivery
• Expertise in CRM platforms and customer service technologies, including emerging AI-driven solutions
• Excellent stakeholder management skills with the ability to build strong relationships internally and externally
• Advanced analytical and problem-solving skills with a data-driven approach to decision making
• Strong communication skills, both written and verbal, with the ability to influence senior stakeholders
• High attention to detail combined with adaptability, creativity, and a continuous improvement mindset
• Basic understanding of artificial intelligence concepts, with curiosity and enthusiasm for learning how AI tools can be used to improve processes and drive efficiency. Interest in exploring AI systems and a willingness to develop awareness of responsible AI practices, including risk management and ethical use

Education

• Bachelor's degree required
• Degree in Computer Science, Finance, or Accounting preferred
• Ongoing professional development or certifications in customer success, leadership, or technology are advantageous

Responsibilities

This role is responsible for leading and overseeing the delivery of client service operations, ensuring performance targets, staffing plans, and service quality are consistently achieved.

• Act as a senior escalation point for high-profile client issues, managing resolution with internal teams and senior customer stakeholders
• Partner with product and technical teams to ensure service levels meet customer expectations and align with business objectives
• Drive continuous improvement initiatives, using data insights to enhance processes, performance metrics, and customer experience
• Manage, coach, and develop team members, including hiring, performance management, and skills development planning
• Represent client service in cross-functional initiatives, contributing to strategic projects and raising the profile of the function internally

About the Team

The Client Service team is a dynamic, customer-centric group dedicated to delivering exceptional service and driving long-term client success. The team partners closely with product, technology, and commercial functions to ensure best-in-class customer experience. This is an opportunity to join a high-impact function within a fast-paced, global organization, where leadership, collaboration, and customer focus are at the core of everything we do.

For US-based roles only: the anticipated hiring base salary range for this position is$135,700.00-$196,750.00, depending on factors such as experience, education, level, skills, and location. This range is based on a full-time position. In addition to base salary, this role is eligible for incentive compensation. Moody’s also offers a competitive benefits package, including not but limited to medical, dental, vision, parental leave, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, a discounted employee stock purchase plan, and tuition reimbursement.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion or creed, national origin, ancestry, citizenship, marital or familial status,sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law. Moody’s also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email [e-mail]. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications

For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance.

This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.