Senior Director of Customer Experience & Operations

Engage Brandcraft; McHenry (IL); On-site; USD 115,000 - 130,000; Full time

Job summary

Follett Content Solutions is seeking a Senior Manager – Customer Experience to lead a broad customer operations organization, spanning frontline service and order entry. You will manage Customer Service Supervisors and the Manager of Order Entry & Account Maintenance, aligning goals with business strategy and serving as the senior escalation authority.

The role requires 8–10 years in customer operations with strong CRM experience, exceptional communication, and a track record of driving

Qualifications

• Bachelor's degree in Business Administration, Operations, Communications or related field.
• 8-10 years of progressive experience in customer service/operations with at least 5 years in a management role overseeing managers and multi-tiered teams.
• Strong strategic thinking and analytical skills with ability to translate data into action.
• Executive-level written and verbal communication skills with experience presenting to senior leadership.
• Deep experience with CRM platforms (e.g., Salesforce) and data reporting/analytics.

Responsibilities

• Define and communicate the vision, goals, and operating model across Customer Service and Order Entry & Account Maintenance.
• Build leadership capability and talent pipelines across the teams.
• Drive a high-performance culture based on accountability, coaching, and continuous improvement.
• Serve as the senior escalation authority for high-visibility customer and account issues.
• Build strong relationships with Sales, Product, Operations, Finance, and Logistics to align goals.
• Represent the voice of the customer in cross-functional forums and roadmaps.
• Design and refine customer experience programs to raise satisfaction and retention.
• Sponsor cross-functional process improvements and digital transformation initiatives.

Skills

CRM platforms

Leadership

Analytics

Executive communication

Cross-functional collaboration

Education

Bachelor's degree in Business Administration, Operations, Communications

Tools

Salesforce

Data reporting tools

Job description

Follett Content Solutions is seeking a Senior Manager – Customer Experience to lead a broad customer operations organization, spanning frontline service and order entry. You will manage Customer Service Supervisors and the Manager of Order Entry & Account Maintenance, aligning goals with business strategy and serving as the senior escalation authority.

The role requires 8–10 years in customer operations with strong CRM experience, exceptional communication, and a track record of driving