Service Workflow Coordinator

Work Model:
Hybrid (3 days onsite/3 days remote)

Monday-Friday, 8am-5pm EST

The Digital Brand Services (DBS) Domain Operations Service Team is excited to share an opportunity to join the Service Workflow Team. This dynamic global team plays a critical role in delivering the CSC Promise by driving workflow excellence, strengthening performance outcomes, and supporting key business initiatives such as change management and service optimization.

This role is ideal for a high-performing individual with proven leadership experience influencing teams and driving performance outcomes. Beyond coordinating workflow execution, you will drive performance improvements, influence service strategy, and proactively identify opportunities to improve efficiency across markets. You will partner closely with service leaders, contribute to performance management processes, and support cross-functional change initiatives that shape how we operate globally.

Some of the things you will be responsible for:

• Ensure we are consistently delivering on the CSC Promise and providing a high-quality experience for our clients
• Coordinate daily workflow, ensuring all work is covered and prioritized, communicating any resource needs seen to service leaders
• Drive teammates to meet goals and deadlines, while monitoring and reporting progress results to the team daily
• Actively monitor client phone and chat queues daily, alerting team to coverage shortages
  • Report any issues with phone and chat coverage, or service levels to service leaders and technical teams, as required
• Coordinate and assist with projects received from internal teams (registry launches, vendor consolidations, etc.)
• Act as a service escalation point for CSPs in the region
• Actively participate in the DBS Service Excellence (SET) and Change Coach Teams, as the service liaison, to drive process improvements
  • Provide regular updates and insights to the Service Teams in advance of and during changes, ensuring that changes are successfully adopted
• Provide feedback regarding system and procedural issues that need to be reviewed or improved, as well as suggestions to help refine processes, templates, etc.
• Set measurable goals and objectives for teams related to workflow and efficiency
  • Partner with Service Quality to maintain metrics data that will inform the individual and team results
• Partner with the service leaders to recommend training needs and identify training gaps and plans
• Support mentoring of any new team members
• Assist with interviews, scheduling sit-withs, and providing feedback on candidate observations, as needed
• Support your direct team colleagues, as needed. Sharing subject matter expertise within team, providing guidance on how to complete a task successfully for the future.

What technical skills, experience, and qualifications do you need?

• A passion for streamlining and optimizing workflows and processes
• An analytical mindset with an ability to seek to understand, to make recommendations and decisions, and to problem-solve
• Strong proficiency in Microsoft Office, including demonstrated advanced Excel skills (pivot tables, complex formulas, etc.)
• Proven ability to organize and manage a project independently, driving it forward to completion
• Demonstrated ability to guide individuals towards shared goals and results, removing barriers and blockers and setting a standard of accountability within teams
• Previous experience facilitating productive meetings, defining agendas, and working with attendees to ensure progress is made
• Strong negotiation, listening, and communication skills, both verbal and written
• Experience communicating effectively with technical teams, non-technical teams, teammates, and all levels of leadership
• Strong attention to detail
• Ability to multi-task, prioritize, adapt, and deliver results in a deadline driven environment

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CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind…