Business License Operations Specialist

About the role

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. The Business License Operations Specialist serves as a strategic operational leader responsible for driving process excellence, data-driven decision making, AI-enabled transformation, and service consistency across the Business License organization. This role partners closely with Operations Leadership, Product, Technology, Research, Filing, Onboarding, Customer Success, and Shared Services teams to improve customer experience, operational efficiency, quality outcomes, and scalability.

Key responsibilities

• Operational Leadership & Business License Expertise
  • Serve as a subject matter expert in Business License operations, regulations, workflows, and customer requirements.
  • Maintain deep knowledge of BL products, services, systems, and operational processes.
  • Partner with operational leaders to identify risks, bottlenecks, and opportunities for improvement.
  • Drive consistency, standardization, and operational excellence across teams.
  • Support enterprise initiatives impacting onboarding, licensing research, filing, invoicing, and customer service operations.
  • Act as a trusted advisor to leadership on operational strategy and workforce scalability.
  • Serve as a trusted partner to customers, leading discussions to understand business challenges, gather feedback, and align AI innovation with customer needs.
• AI, Automation & Innovation
  • Identify, evaluate, and implement AI-enabled solutions that improve productivity, quality, and customer experience.
  • Champion adoption of Microsoft Copilot, Power Platform, automation tools, and emerging AI technologies.
  • Partner with Technology and Product teams to translate operational needs into technology solutions.
  • Develop use cases, pilot programs, business requirements, and success metrics for AI initiatives.
  • Educate and coach operational leaders on AI capabilities and responsible adoption practices.
  • Continuously monitor emerging technologies and recommend innovations that create measurable business value.
  • Translate customer feedback and real-world workflows into AI prompt design and decision frameworks, continuously refining prompt strategies to improve accuracy, relevance, and customer outcomes.
  • Analyze AI usage patterns, token consumption, and model performance metrics to optimize cost, scalability, and customer value, while balancing accuracy, response quality, and operational efficiency.
• Data Analytics & Performance Management
  • Develop, maintain, and analyze operational dashboards and performance reporting.
  • Identify trends, root causes, risks, and opportunities through data analysis.
  • Establish and monitor KPIs related to productivity, quality, customer satisfaction, financial controls, and operational performance.
  • Present insights and recommendations to senior leadership.
  • Support executive reporting and strategic planning efforts.
• Process Improvement & Change Management
  • Lead cross-functional process improvement initiatives from concept through implementation.
  • Document current-state and future-state processes.
  • Create SOPs, job aids, training materials, and implementation plans.
  • Facilitate stakeholder alignment and change management activities.
  • Monitor initiative adoption and ensure sustainable operational improvements.
  • Drive a culture of continuous improvement and accountability.
• Project & Program Leadership
  • Lead strategic projects with multiple stakeholders, competing priorities, and aggressive timelines.
  • Develop project plans, monitor deliverables, manage risks, and communicate progress.
  • Coordinate user acceptance testing (UAT), process validation, and implementation efforts.
  • Collaborate across Operations, Technology, Product, Sales, Customer Success, and other functional teams.
  • Represent BL Operations in enterprise initiatives and executive working groups.

Requirements

• Education
  • Bachelor’s degree in Business, Operations Management, Information Systems, Data Analytics, Technology, or a related field.
  • Equivalent combination of education and relevant experience may be considered.
• Experience
  • 5+ years of Business License, regulatory compliance, service operations, or related operational experience.
  • 3+ years leading operational improvement, transformation, or process optimization initiatives.
  • Demonstrated experience leveraging AI, automation, analytics, or emerging technologies within business operations.
  • Experience analyzing operational data and developing executive-level reporting.
  • Experience managing multiple initiatives simultaneously with minimal supervision.
  • Experience influencing stakeholders and driving results in a matrixed environment.

Preferred qualifications

• Business License industry experience strongly preferred.
• Experience with Microsoft Copilot, Power Automate, Power BI, Microsoft Lists, SharePoint, and other Microsoft 365 solutions.
• Experience developing AI adoption strategies, use cases, or operational transformation programs.
• Knowledge of Lean, Six Sigma, Agile, or continuous improvement methodologies.
• Experience supporting operational quality programs and audit initiatives.
• Familiarity with Salesforce, enterprise workflow systems, or operational technology platforms.
• Experience presenting to senior and executive leadership teams.

Success competencies

• Bias for action and urgency.
• Strong operational and business acumen.
• AI curiosity and innovation mindset.
• Exceptional analytical and problem-solving skills.
• Continuous improvement mindset.
• Strong executive presence and communication skills.
• Ability to influence without direct authority.
• Adaptability and resilience in a changing environment.
• Strong organizational and project management capabilities.
• Customer-centric decision making.

Travel

• Willingness to travel domestically up to 25% of the time.
• Ability to travel independently by air and ground transportation.
• Participation in leadership meetings, operational reviews, project launches, customer engagements, team events, and strategic planning sessions as needed.

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave

Pay

$58,600.00 – $100,450.00 USD (base salary). This role is eligible for bonus. Compensation range listed is based on primary location of the position; actual base salary offer is influenced by skills, experience, and actual hiring location.