Head of Customer Service

Head Of Customer Service

This is a position within Keller Executive Search and not with one of its clients. As the Head Of Customer Service in Chicago, this senior role is accountable for shaping customer service strategy and delivering measurable outcomes across the business. The position partners closely with cross-functional leaders, drives operational excellence, and scales processes to support growth.

Key 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.