Senior Customer Service Manager

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


This senior position will lead Customer Service for Keller Executive Search in Charlotte, North Carolina, United States, shaping strategy, building scalable processes, and partnering across the firm to deliver measurable impact.


Key Responsibilities:
- Define the Customer Service vision, roadmap, and annual operating plan aligned to business goals.
- Build and lead a high‑performing Customer Service team; set clear objectives and coach managers.
- Own Customer Service KPIs and reporting; drive continuous improvement and operational excellence.
- Establish scalable policies, processes, and tooling for Customer Service across regions.
- Partner with executive leadership and cross‑functional stakeholders to deliver outcomes.
- Manage budgets, vendors, and risk within the Customer Service portfolio.

Requirements

- 7+ years of progressive experience in Customer Service with 4+ years leading managers.
- Proven track record building programs at regional or global scale.
- Strong analytical skills; ability to translate data into decisions.
- Excellent communication and stakeholder‑management skills.
- Bachelor’s degree required; advanced degree or relevant certification preferred.
- Experience in professional services or recruitment industry is an advantage.


To learn more about Keller, please see:

Benefits

• Competitive compensation: $140,000–$180,000 USD
• Opportunities for professional growth and leadership development.
• Company culture: Flat management structure with direct access to decision‑makers; open communication environment.
• Full medical coverage.

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.