Senior Customer Experience Manager

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.

Key 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.

• 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.

• 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.

To learn more about Keller Executive Search, please see: https://www.kellerexecutivesearch.com/executive-recruitment-headhunters-chicago/

Equal Employment Opportunity Statement:
Keller Executive Search provides equal employment opportunities to all qualified applicants and employees. Employment decisions are based on merit, qualifications, and business needs, without regard to protected characteristics under applicable law.

Commitment to Diversity:
An inclusive and equitable workplace is actively fostered. Hiring, development, and advancement practices are designed to broaden representation and ensure fair access to opportunity.

Data Protection and Privacy:
Personal data is processed solely for recruitment and employment purposes, in accordance with applicable data‑protection laws (including GDPR where relevant). Information may be retained for compliance and legitimate interests, subject to data minimization and security controls.

Pay Equity:
Compensation practices are reviewed to support pay equity for substantially similar work, accounting for bona fide factors such as experience, education, and performance.

Health and Safety:
Workplace health and safety obligations are observed in line with applicable national and local requirements. Employees are expected to follow all safety policies and promptly report hazards.

Compliance with Law:
All recruitment, selection, and employment practices are conducted in compliance with applicable laws and regulations in the jurisdiction of employment.

Note: This job posting may be for a position with Keller Executive Search or one of our clients. The specific employer will be identified during the application and interview process. Employment laws and requirements may vary depending on the employer and location.