Senior Manager, Customer Experience

ROLE SUMMARY: The Senior Manager, Customer Experience is a newly created leadership role tasked with driving strategic CX initiatives and leading the transformation of the Contact Center (60 staff). This role reports directly to the CFO and collaborates closely with the organization’s Sales and Marketing functions. As a visionary leader this role is responsible to architect scalable, data-driven solutions that improve customer satisfaction, streamline operations, and enhance departmental structure and processes. The ideal candidate will be a proactive change agent, leveraging technology—including AI and Microsoft Dynamics 365—to build a high-performing, customer-centric culture across the organization.

About Bju Press & The Role

Vision: We want Christian education to be transformational in the lives of students as they grow in their faith and knowledge of our Savior, Jesus Christ.

Mission: We produce transformational products and services for Christian educators.

Brand Promise: We empower educators to prepare students to live in light of eternity.

Key Responsibilities

• Lead the Contact Center (60 staff), driving engagement, performance, and service excellence.
• Develop and execute customer support strategies aligned with organizational goals.
• Champion a unified CX strategy across all customer touchpoints and business units.
• Collaborate cross-functionally to ensure seamless service delivery and customer satisfaction.
• Streamline operations for efficiency, scalability, and quality.
• Define and report on key CX metrics (e.g., NPS, CSAT, first contact resolution, engagement).
• Leverage AI and Microsoft Dynamics 365 to enhance service and operational workflows.
• Drive change management to foster a culture of adaptability and customer-centricity.
• Ensure compliance and proactively manage operational risks.
• Promote open communication, collaboration, and accountability.
• Evaluate and implement emerging technologies to improve CX and decision-making.
  
  

Skills And Attributes Needed To Succeed In This Role

• Proven leadership of large teams (60 staff) and external partners in customer service and operations.
• Strategic thinker with a track record in process optimization and tech-enabled service delivery.
• Skilled in data-driven decision-making and performance metrics (e.g., NPS, CSAT).
• Strong collaborator with cross-functional influence and relationship-building expertise.
• Exceptional communicator and stakeholder manager with a bias for action.
• Customer-first mindset with a commitment to continuous improvement.
• CX certification (e.g., CCXP) is a plus.
  
  

Required Qualifications

• Bachelor’s degree in marketing, communications, business, or a related field.
• 5 years of management experience
• 8 years of related experience in pertinent discipline or business function
  
  

An applicant for a position in the Bob Jones University group — Bob Jones University, Bob Jones Academy or BJU Press — must be a born-again Christian who has a personal relationship with Jesus Christ. Each applicant must agree with and affirm the Bob Jones University creed, mission (see https://www.bju.edu/about/creed-mission.php) and core biblical doctrines regarding areas such as the Bible, the triune God, man and salvation, etc. Employees are expected to maintain a conservative lifestyle and support the group’s positions on issues such as beverage alcohol and addictive substances, creation, marriage and human sexuality and the sanctity of life, etc., (https://www.bju.edu/about/positions.php). Employees are to be active members of a local Bible-believing church which holds orthodox theology. Whether in the classroom, online, through student activities, or through the preparation of educational materials for Christian schools and homeschool families, applicants must be committed to providing students an excellent, world-class education from a biblical worldview that prepares them for a lifetime of service for Jesus Christ.