What are the responsibilities and job description for the Customer Experience Senior Manager position at CohnReznick LLP?
As CohnReznick grows, so do our career opportunities. As one of the nation’s top Professional Services and Business Advisory firms, we foster teams in Advisory, Assurance, and Tax services that value innovation and collaboration in everything they do!
YOUR TEAM.
We currently have an exciting career opportunity in our Information Technology team for a Senior Manager – Customer Experience / Service Desk based out of our Chicago office in a remote capacity.
CohnReznick is a hybrid firm and most of our professionals are located within a commutable distance to one of our offices. This position is considered remote which means it does not require job duties be performed within proximity of a CohnReznick office location. However, as a remote employee, you may be required to be present at a CohnReznick office with scheduled notice for client work, team meetings, or trainings.
This person will have teams both in the USA and internationally. They will be expected to lead these teams using agile disciplines, modern development practices, and deliver incrementally. The ideal candidate will bring a blend of development expertise, IT industry knowledge, and a proactive, entrepreneurial mindset to drive efficiencies and support the firm’s growth.
We are seeking a highly skilled and experienced Senior Manager - Customer Experience / Service Desk to lead and continuously improve our IT customer support operations. This pivotal role will oversee the global IT Help Desk, the ServiceNow platform, and Change Control processes, shaping service delivery strategies and driving innovations that enhance user satisfaction and operational efficiency. Acting as a voice of the customer within the IT team, you will ensure that all interactions, resolutions, and changes align with our quality standards, compliance requirements, and best practices. You will collaborate closely with senior IT leadership, business stakeholders, and service delivery teams across multiple regions. You will be a key part of a team that is being asked with modernize and transform the current user support practice and will be responsible for creating a strategic vision and implementing a framework that aligns with CohnReznick’s business and technological objectives
WHY COHNREZNICK?
At CohnReznick, we’re united by a common mission to create opportunity, value, and trust for our clients, our people, and our communities. Whether it’s working alongside your peers to solve a client challenge, or volunteering together at the local food bank, there are so many ways to find your “why” at the firm.
We believe it’s important to balance work with everyday life – and make time for enjoyment and fun. We invest in a robust Total Rewards package that includes everything from generous PTO, a flexible work environment, expanded parental leave, extensive learning & development, and even paid time off for employees to volunteer.
YOUR ROLE.
Responsibilities include but are not limited to :
Customer Experience Strategy & Leadership :
- Develop and implement a comprehensive customer experience strategy that aligns with the firm’s global IT and business objectives.
- Champion a culture of service excellence, empathy, and proactive communication within the IT organization.
- Regularly review customer feedback, conduct satisfaction surveys, and analyze trends to identify improvement areas and measure success.
Help Desk Management & Performance Optimization :
ServiceNow (SNOW) Platform Oversight :
Change Control & Governance :
Continuous Improvement & Innovation :
Stakeholder Engagement & Communication :
YOUR EXPERIENCE.
The successful candidate will have :
Education & Certifications :
Professional Experience :
Technical Skills & Knowledge :
Soft Skills & Attributes :
Interpersonal Skills :
Analytical Skills :
Preferred Qualifications
Studies have shown that we are less likely to apply to jobs unless we meet every single qualification. At CohnReznick, we are dedicated to building a diverse, equitable, and inclusive workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or one of our other roles.
CohnReznick is an equal opportunity employer, committed to a diverse and inclusive team to drive business results and create a better future every day for our team members, clients, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see
Equal Employment Opportunity Posters
If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at
CRaccommodation@CohnReznick.com
Please note : This email address is reserved for individuals with disabilities in need of assistance and are not a means of inquiry about positions or application statuses.
CohnReznick does not accept unsolicited resumes from third-party recruiters unless such recruiters are currently engaged by CohnReznick Talent Acquisition Team by way of a written agreement to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that CohnReznick will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.
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