Client Service Director: AI-Driven Leader

Moody; New York (NY); On-site; USD 136,000 - 197,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Parental leave

Paid time off

401(k) plan with employer contribution

Life insurance

Disability insurance

Employee stock purchase plan

Tuition reimbursement

Job summary

Moody's in New York seeks an Assc Dir-Client Service Mgr to lead client service operations, drive service levels, and manage staffing and performance in a fast-paced, global environment. You will partner with product and technical teams to deliver exceptional client outcomes and elevate service standards.

You will act as a senior escalation point, coach the team, and implement data-driven improvements to enhance customer experience and delivery metrics across diverse client portfolios.

Qualifications

• Bachelor's degree required.
• Strong leadership and client service experience.
• Experience with CRM platforms and AI-driven solutions.
• Ability to manage senior stakeholders.
• Data-driven decision making.
• Strong written and verbal communication to influence senior stakeholders.
• Attention to detail with adaptability and continuous improvement mindset.
• Basic understanding of AI concepts and responsible AI practices.

Responsibilities

• Lead and oversee delivery of client service operations, ensuring targets, staffing plans, and service quality are met.
• Senior escalation point for high-profile client issues with internal teams and senior stakeholders.
• Partner with product and technical teams to align service levels with business objectives.
• Drive continuous improvement using data insights to enhance processes and customer experience.
• Manage, coach, and develop team members, including hiring and performance management.
• Represent client service in cross-functional initiatives and raise the function's profile internally.

Skills

Client-facing experience

Leadership

Customer service

CRM platforms

Stakeholder management

Analytical skills

Communication skills

Attention to detail

AI awareness

Education

Bachelor's degree

CS/Finance/Accounting

Certifications/Professional development

Tools

CRM platforms

Job description

Moody's in New York seeks an Assc Dir-Client Service Mgr to lead client service operations, drive service levels, and manage staffing and performance in a fast-paced, global environment. You will partner with product and technical teams to deliver exceptional client outcomes and elevate service standards.

You will act as a senior escalation point, coach the team, and implement data-driven improvements to enhance customer experience and delivery metrics across diverse client portfolios.