Business License Operations Specialist

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

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The Business License Operations Specialist role offers growth potential opportunities, professional development, an engaging small team environment, and amazing benefits.

The Business License (BL) 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.

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.

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.

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.

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.

Lead strategic projects with multiple stakeholders, competing priorities, and aggressive timelines. Develop project plans, monitor deliverables, manage risks, and communicate…