Client Operations Director

At Pitney Bowes, we do the right thing, the right way. As a member of our team, you can too.

We have amazing people who are the driving force, the inspiration and foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.

Job Description:

You Are

You are a senior operational leader who excels at shaping end‑to‑end customer experiences across complex, multi‑channel 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 self‑service and live support channels to deliver the right experience at the right cost.

Account Management Operations

• 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.

Cash Collections Operations

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

Third‑Party Partner Management

• 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 scalability.

Cross‑Functional 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

Required

• 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.

• 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:

$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).

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 Live Well)

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.