Associate Director, Client Service Management

About the role

Moody's is seeking an Associate Director to lead its Client Service organization, ensuring high‑performance delivery and exceptional client experiences across the United States.

Key responsibilities

• Lead and oversee client service operations, meeting performance targets, staffing plans, and service‑quality standards.
• Act as senior escalation point for high‑profile client issues, coordinating resolution with internal teams and senior stakeholders.
• Partner with product and technical teams to align service levels with customer expectations and business goals.
• Drive continuous‑improvement initiatives using data insights to enhance processes, metrics, and customer experience.
• Manage, coach, and develop team members, including hiring, performance management, and skills development.
• Represent client service in cross‑functional projects, contributing to strategic initiatives and raising the function’s profile.

Required profile

• 5‑7+ years of experience in a client‑facing role, preferably with leadership responsibilities.
• Strong leadership capability with a proven record of building high‑performing client service teams.
• Deep understanding of customer‑service principles and a track record of improving satisfaction.
• Excellent stakeholder‑management and communication skills, able to influence senior leaders.
• Analytical, data‑driven decision‑making with a continuous‑improvement mindset.

Required skills

• Expertise in CRM platforms and customer‑service technologies, including emerging AI‑driven solutions.
• Basic understanding of artificial‑intelligence concepts and interest in responsible AI practices.

What we offer

• Base salary range $135,700 – $196,750 per year, plus incentive compensation.
• Comprehensive benefits package including medical, dental, vision, 401(k), parental leave, paid time off, and tuition reimbursement.