Senior Customer Experience Manager

Keller Executive Search • El Paso, TX

1d • $108,000 - $162,000

About The Position

The Senior Customer Experience Manager will lead the customer service strategy and execution, focusing on enhancing the experience of clients and candidates throughout the executive search lifecycle.

Requirements

• Bachelor’s degree required
• Minimum of 10 years in customer service leadership roles, ideally within professional services or executive search.
• Proven ability to lead teams, set strategy, and manage complex initiatives.
• Excellent communication and stakeholder management skills.
• Strong analytical skills with data-driven decision-making capabilities.
• Experience managing budgets and vendor relationships.
• Knowledge of regulatory requirements affecting customer service operations.
• Ability to thrive in a fast-paced, collaborative environment across diverse geographies.

Nice To Haves

• advanced degree or relevant certifications preferred.

Responsibilities

• Develop and implement customer experience strategies aligned with company goals.
• Lead and mentor a team of customer service professionals, fostering a culture of excellence.
• Monitor performance metrics and KPIs to continuously improve service delivery.
• Collaborate closely with cross-functional teams including sales, delivery, and research to ensure seamless client and candidate experiences.
• Manage budgets, vendors, and resource allocation effectively.
• Establish and maintain policies and procedures in compliance with regulatory standards.
• Provide actionable insights and reports to senior leadership to inform decision-making.
• Identify risks and develop mitigation strategies to uphold service quality and protect company reputation.

Benefits

• Competitive compensation: $ 108,000–162,000 USD
• Opportunities for professional growth and leadership development.
• Company culture: Flat management structure with direct access to decision‑makers; open communication environment.
• Full medical coverage.

What This Job Offers

• Career Level: Senior
• Number of Employees: 1-10 employees