Head of Customer Experience & Order Operations

Follett Content Solutions; McHenry (IL); On-site; USD 115,000 - 130,000; Full time

Job summary

Follett Content Solutions in McHenry, IL, is seeking a Senior Manager – Customer Experience to lead a broad customer operations organization spanning frontline service and order entry/account maintenance. You will directly manage multiple team leaders and be accountable for performance, culture, and development across the functions.

The role requires 8–10 years in customer operations with a proven track record of improving CSAT, retention, and operational efficiency, plus strong strategic

Qualifications

• Bachelor's degree in Business Administration, Operations, Communications, or a related field.
• 8–10 years of progressive experience in customer service, customer operations, order management, or account administration, with at least 5 years in a management role overseeing managers, supervisors, or multi-tiered teams.
• Demonstrated success leading multiple teams or functions simultaneously and driving measurable improvements in customer satisfaction, retention, accuracy, and operational efficiency.
• Strong strategic thinking and analytical skills; ability to translate cross-functional data into actionable plans.
• Executive-level written and verbal communication skills, including experience presenting to senior and executive leadership.
• Deep experience with CRM platforms (e.g., Salesforce), customer service and order-management toolsets, and data reporting/analytics.
• Strong business acumen with experience managing departmental budgets, headcount, and resource planning across teams.

Responsibilities

• Define and communicate the vision, goals, and operating model across both the Customer Service and Order Entry & Account Maintenance functions.
• Build leadership capability, succession plans, and talent pipelines across the combined teams.
• Drive a high-performance culture built on accountability, coaching, and continuous improvement across all levels of the organization.
• Serve as the senior escalation authority for high-visibility, executive-level, or cross-functional customer and account issues that span service and order management.
• Build and maintain strong relationships with Sales, Product, Operations, Finance, and Logistics to align on shared goals and coordinate customer-impacting decisions.
• Represent the voice of the customer in cross-functional forums, roadmap discussions, and strategic planning.
• Design, launch, and continuously refine customer experience programs that raise satisfaction, loyalty, and retention across both functions.
• Champion adoption of new technologies and sponsor cross-functional process improvement and digital transformation initiatives.
• Ensure data flows and handoffs between service and order management are efficient and accurate.
• Own the combined KPIs for both functions, including SLA attainment, CSAT, NPS, resolution time, order accuracy, order-entry cycle time, account data integrity, and retention.

Skills

Leadership

Customer Ops

CRM Salesforce

Data Analytics

Executive comms

Education

Bachelor's degree in Business Admin/Operations/Communications

Tools

Salesforce

Job description

Follett Content Solutions in McHenry, IL, is seeking a Senior Manager – Customer Experience to lead a broad customer operations organization spanning frontline service and order entry/account maintenance. You will directly manage multiple team leaders and be accountable for performance, culture, and development across the functions.

The role requires 8–10 years in customer operations with a proven track record of improving CSAT, retention, and operational efficiency, plus strong strategic