Senior Director, Customer Service (Hybrid)

At Broadridge weve built a culture where the highest goal is to empower others to accomplish more. If youre passionate about developing your career while helping others along the way come join the Broadridge team.

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 VPs 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 23 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 $145000.00-$155000.00. Broadridge considers various factors when evaluating a candidates final salary including but not limited to relevant experience skills and education.

Bonus Eligibility: Bonus Eligible

Benefits Information: Please visitfor 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.

#LI-DS1
#LI-Hybrid

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 companyand ultimately a communitythat recognizes and celebrates everyones 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 everyones 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 or by sending an email to.