Senior Manager, Customer Experience & Operations

Francisco Partners; McHenry (IL); On-site; USD 115,000 - 130,000; Full time

Job summary

Follett Content Solutions, located in McHenry, IL, seeks a Senior Manager – Customer Experience to lead a broad customer operations organization spanning frontline service and order entry. You will manage the Customer Service Supervisors and the Manager of Order Entry & Account Maintenance, aligning strategy and driving performance.

The role requires 8–10 years in customer operations with at least 5 years in a management role, strong CRM and data analytics, and executive communication skills.

Qualifications

• Bachelor's degree required in a related field.
• 8–10 years in customer service/operations with 5+ years in management.
• Proven ability to lead multiple teams and drive improvements in customer satisfaction and efficiency.
• Strong written and verbal communication at executive level.
• Experience with CRM platforms and data reporting/analytics.

Responsibilities

• Define vision, goals, and operating model for Customer Service and Order Entry teams.
• Develop leadership capability and succession plans across the functions.
• Drive a high-performance culture focused on accountability and continuous improvement.
• Serve as senior escalation authority for high-visibility customer issues spanning service and order management.

Skills

Executive communication

Strategic thinking

Leadership & coaching

Cross-functional collaboration

Data analysis & reporting

CRM platforms (Salesforce)

Education

Bachelor's degree in Business Administration/Operations/Communications

Tools

Salesforce

Job description

Follett Content Solutions, located in McHenry, IL, seeks a Senior Manager – Customer Experience to lead a broad customer operations organization spanning frontline service and order entry. You will manage the Customer Service Supervisors and the Manager of Order Entry & Account Maintenance, aligning strategy and driving performance.

The role requires 8–10 years in customer operations with at least 5 years in a management role, strong CRM and data analytics, and executive communication skills.