Senior Leader, Customer Experience & Operations

Follett Content Solutions, LLC; 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. This exempt, full-time role ensures aligned goals, performance, and a strong customer focus.

You will directly manage the Customer Service Supervisors and the Manager of Order Entry & Account Maintenance, set multi-team strategy, and partner with Sales, Product, Operations, and Finance to drive continuous

Qualifications

• Bachelor's degree required.

Responsibilities

• Define and communicate 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 with accountability, coaching, and continuous improvement.
• Own KPIs including SLA, CSAT, NPS, and order accuracy and reporting to leadership.

Skills

Strategic thinking

Analytical skills

Executive communication

Cross-functional leadership

Data-driven decisions

Education

Bachelor's degree in Business Administration or related field

Tools

Salesforce CRM

Data reporting tools

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. This exempt, full-time role ensures aligned goals, performance, and a strong customer focus.

You will directly manage the Customer Service Supervisors and the Manager of Order Entry & Account Maintenance, set multi-team strategy, and partner with Sales, Product, Operations, and Finance to drive continuous