Senior Manager, Customer Experience & Order Operations

Follett-Content-Solutions-LLC; Illinois; On-site; USD 115,000 - 130,000; Full time

Job summary

Follett Content Solutions is seeking a Senior Manager – Customer Experience in McHenry, IL to lead a broad customer operations organization blending frontline service with order entry and account maintenance. You will manage Customer Service Supervisors and the Manager of Order Entry & Account Maintenance, shaping strategy and driving performance across teams.

The role requires 8–10 years in customer operations with strong executive communication, CRM proficiency (Salesforce), and budget

Qualifications

• Bachelor's degree in Business Administration, Operations, Communications, or a related field.
• 8–10 years in customer service/operations with 5+ years in a management role.
• Strong executive communication skills for senior leadership.
• Experience with CRM platforms and data reporting/analytics.
• Experience managing budgets and headcount across teams.

Responsibilities

• Define and communicate the vision and operating model across Customer Service and Order Entry teams.
• Build leadership capability and talent pipelines across the combined teams.
• Drive a high-performance culture with accountability and continuous improvement.
• Represent the voice of the customer in cross-functional forums and planning.
• Own KPIs for service and order-management, analyze data and implement improvements.

Skills

Leadership

Strategic thinking

CRM Salesforce

Budget management

Data analytics

Education

Bachelor's degree

Tools

Salesforce

Job description

Follett Content Solutions is seeking a Senior Manager – Customer Experience in McHenry, IL to lead a broad customer operations organization blending frontline service with order entry and account maintenance. You will manage Customer Service Supervisors and the Manager of Order Entry & Account Maintenance, shaping strategy and driving performance across teams.

The role requires 8–10 years in customer operations with strong executive communication, CRM proficiency (Salesforce), and budget