Senior Manager, Customer Experience

ABOUT FOLLETT CONTENT SOLUTIONS

Follett Content Solutions is the largest provider of educational materials to PreK-12 libraries classrooms learning centers and school districts in the United States and a major supplier to educational institutions worldwide. With a legacy dating back to 1873 Follett Content distributes books eBooks Makerspace and hands-on learning materials and audiovisual and digital resources through Titlewave the most powerful online collection development and curriculum support tool for librarians and educators. Working with more than 6000 publishers and offering a vast inventory of over 370000 in-stock print titles Follett Content helps unlock potential in more than 45 million students worldwide. Building on its deep roots in PreK-12 education Follett Content is now expanding its commitment to public libraries broadening its reach to serve communities of all kinds and bringing its trusted expertise in collection development to new audiences.

SENIOR MANAGER CUSTOMER EXPERIENCE. This position is an Exempt Full-Time position located in McHenry IL. The pay range for this position is $115000 -$130000 annually. We offer an array of benefits to see those benefits click here.

Any pay range disclosed is based upon a combination of neutral factors such as required qualifications experience education skill training certifications seniority etc. Follett Content Solutions reserves the right to provide any successful candidate a salary at the most appropriate level set as a result of such candidates qualifications experience education skill training certifications or seniority.

POSITION SUMMARY

The Senior Manager Customer Experience leads a broad customer operations organization spanning both frontline customer service and order entry / account maintenance. This role directly manages the Customer Service Supervisors and the Manager of Order Entry & Account Maintenance and is accountable for the combined performance culture and development of both functions. The Senior Manager sets multi-team strategy aligns service and order-management capabilities with business objectives and serves as the senior escalation authority for high-visibility customer and account issues.

KEY RESPONSIBILITIES

Multi-Team Leadership & Strategy

• 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.

Cross-Functional Partnership & Executive Escalation

• 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.

Operational Process & Customer Experience Excellence

• Design launch and continuously refine customer experience programs including onboarding journeys proactive outreach voice-of-the-customer feedback loops and service recovery 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.

Performance Reporting & Continuous Improvement

• Own the combined KPIs for both functions including SLA attainment CSAT Net Promoter Score (NPS) resolution time order accuracy order-entry cycle time account data integrity and retention.
• Analyze cross-functional performance data identify systemic trends and root causes and implement corrective actions.
• Present regular performance reports and strategic recommendations to leadership.
• Manage the departmental budget headcount and resource planning across both functions.

Required

• Bachelors 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.

Preferred

• Experience in a B2B or library/education services environment.
• Experience overseeing both service delivery and transactional/order-entry operations.
• Familiarity with process improvement frameworks (e.g. Lean Six Sigma).
• Professional customer experience certification (e.g. CCXP).

CORE COMPETENCIES

• Exceptional judgment decision-making and conflict resolution in complex high-impact situations.
• Proven ability to build collaborative relationships across Sales Product Operations Finance and Logistics.
• Coaching and development orientation builds leaders not just performers.
• Customer advocacy paired with commercial pragmatism in a fast-moving changing environment.

CLOSING

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion national origin pregnancy sexual orientation gender identity age physical or mental disability genetic factors military/veteran status or other characteristics protected by law. As an Equal Opportunity Employer we are committed to providing reasonable accommodations to job applicants with disabilities. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability please contact us by email or phone.

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Phone: Request assistance by calling 800.773.7010 x45130

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This job description is intended as a guide and may be revised to reflect evolving business needs.