Keller Executive Search · 4 months ago
Head of Customer Service
Chicago, Illinois, United States
Full-time
Hybrid
Senior LevelKeller Executive Search is seeking a Head of Customer Service to shape customer service strategy and deliver measurable outcomes across the business. This senior role involves partnering with cross-functional leaders and driving operational excellence to support growth.
Staffing & Recruiting
Responsibilities
Set a clear multi‑year strategy and translate it into quarterly plans with accountable metrics
Lead teams with a focus on coaching, psychological safety, and high performance
Elevate CSAT/NPS through service design, QA, and knowledge management
Build data‑driven operating rhythms, dashboards, and continuous‑improvement loops
Own budgets and vendor relationships; negotiate contracts that balance value, risk, and speed
Design compliant processes aligned to local regulations and internal policies
Partner with Sales, Marketing, and People Operations to execute company priorities
Represent the function to senior leadership; prepare crisp updates and decision memos
Qualification
Required
Experience in shaping customer service strategy and delivering measurable outcomes
Ability to partner closely with cross-functional leaders
Proven track record in driving operational excellence
Experience in scaling processes to support growth
Strong leadership skills with a focus on coaching and high performance
Experience in elevating CSAT/NPS through service design, QA, and knowledge management
Ability to build data-driven operating rhythms, dashboards, and continuous-improvement loops
Experience in managing budgets and vendor relationships
Ability to negotiate contracts that balance value, risk, and speed
Experience in designing compliant processes aligned to local regulations and internal policies
Ability to partner with Sales, Marketing, and People Operations to execute company priorities
Experience in representing the function to senior leadership and preparing updates and decision memos
Company
Keller Executive Search
Keller Executive Search is a boutique executive recruitment and advisory firm dedicated to connecting top-tier talent with leading organizations worldwide.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase