Senior Customer Experience Manager

Keller Executive Search • Chicago, IL

2d

About The Position

As the Senior Customer Experience Manager based in Chicago, this role leads the internal Customer Service function and ensures consistent delivery across teams supporting executive search operations.

Requirements

• Excellent communication skills in English; additional local language capability is an advantage.
• 10+ years of progressive experience in Customer Service leadership roles, including people management.
• Strong stakeholder management and experience working across functions and geographies.
• Experience managing budgets, vendors, and complex initiatives end-to-end.
• Bachelor’s degree required
• Proven ability to set strategy and deliver measurable outcomes in a fast-paced professional services environment.

Nice To Haves

• advanced degree or professional certification preferred.

Responsibilities

• Establish KPIs, dashboards, and operating rhythms to track outcomes and drive continuous improvement.
• Manage budgets, vendors, and resource planning for the Customer Service function.
• Present insights and recommendations to leadership, translating data into practical action.
• Define and execute the Customer Service strategy aligned with business priorities and service standards.
• Partner with sales, delivery, research, and leadership teams to streamline workflows and remove friction.
• Ensure adherence to internal policies, quality standards, and relevant regulatory requirements.
• Lead, coach, and develop a high-performing team, setting clear goals and accountability.
• Identify risks and implement controls to protect service quality, data, and reputation.

Benefits

• Opportunities for professional growth through leadership development and high-visibility projects.
• Flat management structure with direct access to decision-makers.
• Open communication environment.
• Full medical coverage.
• Annual performance bonus and recognition program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees