SENIOR MANAGER - CUSTOMER EXPERIENCE. This position is an Exempt, Full-Time position located in McHenry, IL. The pay range for this position is $115,000 -$130,000 annually. We offer an array of benefits, to see those benefits click here . Any pay range disclosed is based upon a combination of neutral factors such as required qualifications, experience, education, skill, training, certifications, seniority, etc. Follett Content Solutions reserves the right to provide any successful candidate a salary at the most appropriate level set as a result of such candidate's qualifications, experience, education, skill, training, certifications or seniority. POSITION SUMMARY The Senior Manager - Customer Experience leads a broad customer operations organization spanning both frontline customer service and order entry / account maintenance. This role directly manages the Customer Service Supervisors and the Manager of Order Entry & Account Maintenance, and is accountable for the combined performance, culture, and development of both functions. The Senior Manager sets multi-team strategy, aligns service and order-management capabilities with business objectives, and serves as the senior escalation authority for high-visibility customer and account issues. KEY RESPONSIBILITIES Multi-Team Leadership & Strategy • Define and communicate the vision, goals, and operating model across both the Customer Service and Order Entry & Account Maintenance functions. • Build leadership capability, succession plans, and talent pipelines across the combined teams. • Drive a high-performance culture built on accountability, coaching, and continuous improvement across all levels of the organization. Cross-Functional Partnership & Executive Escalation • Serve as the senior escalation authority for high-visibility, executive-level, or cross-functional customer and account issues that span service and order management. • Build and maintain strong relationships with Sales, Product, Operations, Finance, and Logistics to align on shared goals and coordinate customer-impacting decisions. • Represent the voice of the customer in cross-functional forums, roadmap discussions, and strategic planning. Operational Process & Customer Experience Excellence • Design, launch, and continuously refine customer experience programs - including onboarding journeys, proactive outreach, voice-of-the-customer feedback loops, and service recovery - that raise satisfaction, loyalty, and retention across both functions. • Champion adoption of new technologies and sponsor cross-functional process improvement and digital transformation initiatives. • Ensure data flows and handoffs between service and order management are efficient and accurate. Performance, Reporting & Continuous Improvement • Own the combined KPIs for both functions, including SLA attainment, CSAT, Net Promoter Score (NPS), resolution time, order accuracy, order-entry cycle time, account data integrity, and retention. • Analyze cross-functional performance data, identify systemic trends and root causes, and implement corrective actions. • Present regular performance reports and strategic recommendations to leadership. • Manage the departmental budget, headcount, and resource planning across both functions. Requirements Required • Bachelor's degree in Business Administration, Operations, Communications, or a related field. • 8-10 years of progressive experience in customer service, customer operations, order management, or account administration, with at least 5 years in a management role overseeing managers, supervisors, or multi-tiered teams. • Demonstrated success leading multiple teams or functions simultaneously and driving measurable improvements in customer satisfaction, retention, accuracy, and operational efficiency. • Strong strategic thinking and analytical skills; ability to translate cross-functional data into actionable plans. • Executive-level written and verbal communication skills, including experience presenting to senior and executive leadership. • Deep experience with CRM platforms (e.g., Salesforce), customer service and order-management toolsets, and data reporting/analytics. • Strong business acumen with experience managing departmental budgets, headcount, and resource planning across teams. Preferred • Experience in a B2B or library/education services environment. • Experience overseeing both service delivery and transactional/order-entry operations. • Familiarity with process improvement frameworks (e.g., Lean, Six Sigma). • Professional customer experience certification (e.g., CCXP). CORE COMPETENCIES • Exceptional judgment, decision-making, and conflict resolution in complex, high-impact situations. • Proven ability to build collaborative relationships across Sales, Product, Operations, Finance, and Logistics. • Coaching and development orientation - builds leaders, not just performers. • Customer advocacy paired with commercial pragmatism in a fast-moving, changing environment. This job description is intended as a guide and may be revised to reflect evolving business needs. Salary Description $115,000 - 130,000 Annually