Service Manager (Springfield)

Job Title: Operations Leader – Client Service & Order Fulfillment (UCC)

Location: Springfield, IL

Monday-Friday 8am-5pm

Department: Operations / Client Services

Job Level: Manager / Senior Manager

Reports To: UCC Fulfillment / Client Services Leadership

Position Summary

Responsible for leading UCC client service and order fulfillment operations to ensure timely, accurate, and high‑quality delivery. Accountable for operational performance, workforce effectiveness, and continuous improvement while supporting volume growth and technology change.

Primary Responsibilities

• Lead daily operations across UCC client service and order fulfillment teams.
• Ensure achievement of SLAs, turnaround time, quality, and productivity targets.
• Manage and develop frontline leaders and senior associates.
• Identify and mitigate operational risk related to capacity, quality, and workflow.
• Partner with Product, Technology, Training, and Quality teams on process and system changes.
• Own workforce planning, including staffing levels, skill mix, cross‑training, and succession planning.
• Serve as escalation point for complex client and operational issues.
• Use operational data to drive efficiency, cost‑to‑serve improvement, and performance outcomes.
• Ensure compliance with internal controls, regulatory requirements, and company policies.

Required Qualifications

• Bachelor’s degree or equivalent professional experience.
• 7+ years of progressive operations or client service leadership experience.
• Experience leading high‑volume, deadline‑driven teams with defined SLAs.
• Demonstrated ability to manage and develop people leaders.
• Strong analytical, problem‑solving, and decision‑making skills.
• Effective written and verbal communication skills.

Preferred Qualifications

• UCC operations experience (search, filing, research, or fulfillment).
• Experience in regulated or transaction‑based service environments.
• Experience leading teams through system or process change.

Core Competencies

• Operational execution
• People leadership and development
• Workforce planning
• Change management
• Client focus
• Continuous improvement

Compensation

• Salary Band: Manager / Senior Manager – Operations (per company compensation framework)
• Base Pay: Determined by level, experience, internal equity, and geographic market
• Incentive: Eligible for annual performance‑based incentive program
• Benefits: Eligible for company standard benefits package

Work Environment

• Office‑based or hybrid role as required.
• Occasional extended hours during peak volume periods or major initiatives.

Equal Employment Opportunity

CSC is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.

At CSC, compensation decisions are dependent on a number of factors including job location and the knowledge and experience of each individual. A reasonable estimate of the current range is 85k-100k.