Senior Customer Experience Manager

This is a position within Keller Executive Search and not with one of its clients.

Reporting to the senior leadership team, the Senior Customer Experience Manager in New York sets direction for Customer Service priorities, strengthens cross-functional execution, and enables scalable growth.

Key Responsibilities
• Manage budgets, vendors, and resource planning for the Customer Service function.
• Lead, coach, and develop a high-performing team, setting clear goals and accountability.
• Identify risks and implement controls to protect service quality, data, and reputation.
• Partner with sales, delivery, research, and leadership teams to streamline workflows and remove friction.
• Define and execute the Customer Service strategy aligned with business priorities and service standards.
• Present insights and recommendations to leadership, translating data into practical action.
• Ensure adherence to internal policies, quality standards, and relevant regulatory requirements.
• Establish KPIs, dashboards, and operating rhythms to track outcomes and drive continuous improvement.

Requirements

• Data-driven approach with comfort using metrics, reporting, and process improvement methods.
• Strong stakeholder management and experience working across functions and geographies.
• Knowledge of relevant local regulations and best practices that impact Customer Service operations.
• Bachelor’s degree required; advanced degree or professional certification preferred.
• Proven ability to set strategy and deliver measurable outcomes in a fast-paced professional services environment.
• Experience managing budgets, vendors, and complex initiatives end-to-end.

Benefits

• Salary range: 115,000 - 160,000
• Opportunities for professional growth through leadership development and high-visibility projects.
• Flat management structure with direct access to decision-makers.
• Open communication environment.
• Full medical coverage.

To learn more about Keller Executive Search, please see: https://www.kellerexecutivesearch.com/executive-recruitment-headhunters-new-york-city/

Equal Employment Opportunity Statement:
Keller Executive Search provides equal employment opportunities to all qualified applicants and employees. Employment decisions are based on merit, qualifications, and business needs, without regard to protected characteristics under applicable law.

Commitment to Diversity:
An inclusive and equitable workplace is actively fostered. Hiring, development, and advancement practices are designed to broaden representation and ensure fair access to opportunity.

Data Protection and Privacy:
Personal data is processed solely for recruitment and employment purposes, in accordance with applicable data‑protection laws (including GDPR where relevant). Information may be retained for compliance and legitimate interests, subject to data minimization and security controls.

Pay Equity:
Compensation practices are reviewed to support pay equity for substantially similar work, accounting for bona fide factors such as experience, education, and performance.

Health and Safety:
Workplace health and safety obligations are observed in line with applicable national and local requirements. Employees are expected to follow all safety policies and promptly report hazards.

Compliance with Law:
All recruitment, selection, and employment practices are conducted in compliance with applicable laws and regulations in the jurisdiction of employment.

Note: This job posting may be for a position with Keller Executive Search or one of our clients. The specific employer will be identified during the application and interview process. Employment laws and requirements may vary depending on the employer and location.