Senior Director, Client Operations

Were hiring at Pitney Bowes where top talent builds meaningful careers and lasting impact. We Move fast Deliver excellence and Win togetherthats The Pitney Bowes way. Here how we work matters just as much as what we achieve.

Were looking for people who:

• Act with urgency accountability and purpose

• Deliver high quality work with consistency and pride

• Collaborate effectively and elevate those around them

• Focus on outcomes that drive impact and growth

Job Description:

Were hiring at Pitney Bowes where top talent builds meaningful careers and lasting impact. We Move fast Deliver excellence and Win togetherthats The Pitney Bowes way. Here how we work matters just as much as what we achieve.

Were looking for people who:

• Act with urgency accountability and purpose
• Deliver high quality work with consistency and pride
• Collaborate effectively and elevate those around them
• Focus on outcomes that drive impact and growth

You Are

You are a senior operational leader who excels at shaping endtoend customer experiences across complex multichannel environments. You bring a balanced approach to strategy and execution with the ability to rethink processes lead large teams and drive measurable improvements in customer satisfaction operational performance and partner delivery. You collaborate effectively across sales marketing product and finance and you operate with a strong sense of accountability for both customer outcomes and business results.

You Will

Customer Experience & Support

• Lead inbound customer support across all segments including billing payments fees and funding inquiries.

• Drive proactive outreach and onboarding programs that enable customers to adopt and use Pitney Bowes solutions effectively.

• Optimize the mix of digital selfservice and live support channels to deliver the right experience at the right cost.

Account Management Operations

• Oversee multilocation customer account management teams to ensure consistent highquality service delivery.

• Lead endtoend account management for Government and Enterprise customer segments.

Cash Collections Operations

• Own outbound cash collections operations including Recoveries ensuring critical cash flow KPIs and performance targets are met.

ThirdParty Partner Management

• Manage relationships and performance for key thirdparty operational partners delivering significant portions of customer operations.

• Define SLAs scorecards and governance frameworks; lead regular business reviews to ensure contractual and performance commitments are met.

• Identify opportunities to improve partnerdelivered services for quality cost efficiency and scalability.

CrossFunctional Leadership

• Partner closely with sales marketing and product teams to align customer operations with business goals.

• Support the VP of Customer Enablement & Operations in rethinking and modernizing customer processes to improve satisfaction loyalty and retention.

You Bring

• 10 years of progressive operational leadership experience in customer operations financial services operations or shared services including 5 years in a senior leadership role.

• Proven ability to lead large multilocation multicultural teams.

• Strong background in cash collections accounts receivable financial operations and KPIdriven performance management.

• Experience managing thirdparty BPO or outsourced partners including contract governance and performance oversight.

• Excellent executive communication stakeholder management and crossfunctional collaboration skills.

• Demonstrated success operating in a complex matrixed environment.

• Demonstrated success in transforming teams & operations

• Client first experience and culture

Preferred

• Experience in financial services fintech mailing/shipping or B2B service environments.

• Familiarity with digital support platforms CRM systems contact center technologies and analytics tools.

• Experience supporting Government or Enterprise customer segments.

Location:

This is a hybrid role in the Shelton CT office. (No relocation assistance offered.)

Compensation:

$180000 - $200000 yearly (based on experience) with annual bonus

Sponsorship:

Must be legally authorized to work in the US. Employer will not sponsor position for employment visa status now or in the future (ex. H-1B).

We will:

Provide the opportunity to grow and develop your career
Offer an inclusive environment that encourages diverse perspectives and ideas
Deliver challenging and unique opportunities to contribute to the success of a transforming organization
Offer comprehensive benefits globally (PB Benefits and Wellbeing Programs)

Pitney Bowes is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard for race color sex religion national origin age disability (mental or physical) veteran status sexual orientation gender identity or any other consideration made unlawful by applicable federal state or local laws.

All qualified applicants including Veterans and Individuals with Disabilities are encouraged to apply.

All interested individuals must apply online. Individuals with disabilities who cannot apply via our online application should refer to the alternate application options via our Individuals with Disabilities link.