Director of Client Service & Experience

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Tuition reimbursement

Job summary

Moody's is seeking a senior Assc Dir-Client Service Mgr in New York to lead client service operations and elevate service delivery. You will partner with product and tech teams, manage escalations, and drive continuous improvement using data insights to enhance processes and customer experience.

Ideal candidates bring 5-7+ years in client-facing roles, strong leadership, CRM expertise, and a data-driven approach to decision making, with a Bachelor's in a related field.

Qualifications

• This role requires 5-7+ years in a client-facing role with leadership experience.
• Strong understanding of customer service principles and AI-driven solutions.
• Experience with CRM platforms and data-driven decision making.
• Bachelor's degree; CS/Finance/Accounting preferred.

Responsibilities

• Lead client service operations and manage performance targets.
• Escalate high-profile issues to internal teams and stakeholders.
• Partner with product and technical teams to align service levels with business goals.
• Drive continuous improvement using data insights to enhance processes.
• Coach and develop team members; handle hiring and performance reviews.

Skills

Client leadership

CRM platforms

Stakeholder management

Data-driven decision making

Communication

AI concepts

Team development

Process improvement

Education

Bachelor's degree required

CS/Finance/Accounting preferred

Ongoing professional development

Tools

CRM platforms

AI tools

Job description

Moody's is seeking a senior Assc Dir-Client Service Mgr in New York to lead client service operations and elevate service delivery. You will partner with product and tech teams, manage escalations, and drive continuous improvement using data insights to enhance processes and customer experience.

Ideal candidates bring 5-7+ years in client-facing roles, strong leadership, CRM expertise, and a data-driven approach to decision making, with a Bachelor's in a related field.