Senior Customer Experience Manager

Keller Executive Search • El Paso, TX

23h • $108,000 - $162,000

About The Position

Keller Executive Search is hiring a Senior Customer Experience Manager focused on the candidate side of our search engagements. You'll report to the Head of Customer Experience (who owns the client side) and own the experience for the executives and senior professionals we engage with — from first outreach through interview through post-placement check-ins. This is a different role than the Head of Customer Experience opening. That role owns the client-facing function and runs a 14-person team. This role owns the candidate-facing function with a team of 5–7.

Requirements

• Bachelor’s degree required; advanced degree or relevant certifications preferred.
• 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.

Responsibilities

• Set the standard for how we treat candidates throughout an active search — outreach cadence, interview scheduling, feedback delivery, rejection conversations.
• Build the talent-network re-engagement program: when a candidate isn't right for one search, what's the system that keeps them warm for the next?
• Lead a team of 5–7 across candidate care specialists and ops analysts.
• Partner weekly with the Head of CX to close gaps between client-side and candidate-side experience.
• Report monthly to leadership on candidate-NPS, time-to-feedback, and talent-network re-activation rates.

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

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 1-10 employees