Client Operations Director (Hybrid in Shelton, CT)
Pitney Bowes, shelton, ct, United States
Overview
Pitney Bowes is seeking a Director, Client Operations Hybrid in Shelton, Connecticut. You will be a critical part of the team.
Location: This is a hybrid role in the Shelton, CT office. (No relocation assistance offered.)
Compensation: $180,000 - $200,000 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).
Location and compensation details are provided to describe the role but are not guarantees; subject to company policy and market conditions.
Responsibilities
- Support 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 self‑service and live support channels to deliver the right experience at the right cost.
- Oversee multi‑location customer account management teams to ensure consistent, high‑quality service delivery.
- Lead end‑to‑end account management for Government and Enterprise customer segments.
- Own outbound cash collections operations, including recoveries, ensuring critical cash flow KPIs and performance targets are met.
- Manage relationships and performance for key third‑party 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 partner‑delivered services for quality, cost efficiency, and scale.
- 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.
Qualifications
- 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, multi‑location, multi‑cultural teams.
- Strong background in cash collections, accounts receivable, financial operations, and KPI‑driven performance management.
- Experience managing third‑party BPO or outsourced partners, including contract governance and performance oversight.
- Excellent executive communication, stakeholder management, and cross‑functional collaboration skills.
- Demonstrated success operating in a complex, matrixed environment and transforming teams and operations with a client‑first focus.
- 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 customers.