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.

Broadridge is recruiting a Senior Director of Customer Service to lead our global support organization serving clients engaged in complex financial transactions, regulatory filings, and compliance initiatives. Reporting to the VP of Product & Customer Service, this role oversees a 24/7 team operating across multiple time zones to ensure seamless coverage, service consistency, and exceptional client satisfaction.

The Senior Director will translate strategic objectives into operational execution, driving service excellence and cultivating a strong customer-first culture. This leader will collaborate closely with Product, Operations, and Technology teams to improve client experiences and ensure that service delivery aligns with business goals.

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 visitwww.broadridgebenefits.comfor information on our comprehensive benefit offerings for this role. All Colorado employees receive paid sick leave in compliance with the Colorado Healthy Families and Workplaces Act and other legally required benefits, as applicable.

Apply by clicking the application link and submitting your information. The deadline to apply for this role is February 15th, 2026.

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We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company-and ultimately a community-that recognizes and celebrates everyone's unique perspective.

Use of AI in Hiring

As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.

US applicants: Clickhereto view the EEOC "Know Your Rights" poster.

Disability Assistance

We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued, and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression, and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, military or veteran status, and other protected characteristics protected by applicable federal, state, or local laws.

If you need assistance or would like to request reasonable accommodations during the application and/or hiring process, please contact us at 888-237-7769 or by sending an email toBRcareers@broadridge.com.

Client-provided location(s): New York, NY

Job ID: broadridge-JR1078814

Employment Type: FULL_TIME

Posted: 2025-12-18T19:05:31