Senior Customer Experience Manager

Keller Executive Search • Chicago, IL

1d • $115,000 - $160,000

About The Position

This is a position within Keller Executive Search and not with one of its clients. The Senior Customer Experience Manager in Chicago builds strong operational governance for Customer Service, partnering with stakeholders to improve performance, quality, and candidate and client experience.

Requirements

• Strong stakeholder management and experience working across functions and geographies.
• Bachelor’s degree required; advanced degree or professional certification preferred.
• Data-driven approach with comfort using metrics, reporting, and process improvement methods.
• 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.
• Knowledge of relevant local regulations and best practices that impact Customer Service operations.
• Proven ability to set strategy and deliver measurable outcomes in a fast-paced professional services environment.
• Experience managing budgets, vendors, and complex initiatives end-to-end.

Responsibilities

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

Benefits

• Salary range: 115,000 - 160,000
• 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.
• Flexible working arrangements, subject to role and local policy.
• Annual performance bonus and recognition program.

What This Job Offers

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