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 6,000 publishers and offering a vast inventory of over 370,000 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 $115,000 -$130,000 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 candidate’s 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.