Gbl Consumer Affairs, Ops & Tech Manager

Colgate • Piscataway, NJ

3d • $124,000 - $174,000 • Onsite

About The Position

Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specializing in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name! Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values—Caring, Inclusive, and Courageous—we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all. This high-impact role, sitting within the Global Consumer Affairs Team, reporting to the Senior Director of Global Consumer Affairs, is critical to the functional transformation of our worldwide Consumer Affairs organization, ensuring our technology strategy is flawlessly aligned and executed to provide a compliant, efficient, and best-in-class consumer experience across all divisions. You will be the primary liaison between Global Consumer Affairs and Global IT, charged with keeping the engines running and our systems compliant, along with the exciting mandate to identify, pilot, and scale emerging technologies, including AI, to enhance consumer care and maximize operational effectiveness. You will work with our operational teams all around the world to ensure their effective use of our tools and platforms and support their projects. This position is for a strategic, hands-on leader eager to translate our functional vision into concrete, cutting-edge technical roadmaps. This position will be based out of our Piscataway, NJ location. Work visa sponsorship is not available for this position.

Requirements

• Bachelor’s degree
• 5+ years of experience in contact center environment, or similar
• System administration, technical support, or IT operations', preferably within a contact center environment
• Technical competency: Ability to translate business needs into technical requirements, manage SaaS vendors and IT partners, understand APIs/integrations at a working level and govern change processes (SLAs, root cause, CAPA, validation readiness)
• Experience with Emplifi, Salesforce, or Zendesk for case management and consumer care operations or equivelant

Nice To Haves

• Proven background in Computer System Validation (CSV), data privacy, and regulatory standards within the CPG, Food, or Pharma industries.
• Ability to lead technology deployments by effectively onboarding and training users on new system updates.
• Strong analytical and organizational skills to manage the full lifecycle of multiple technical projects with high detail orientation.
• Excellent interpersonal skills with a demonstrated ability to influence stakeholders and communicate complex tech updates clearly.

Responsibilities

• Lead and support divisions in implementing technology and operational components of these strategic plan.
• Drive strategic success of Global Consumer Affairs by analyzing progress against the vision and course-correcting as needed.
• Analyze consumer care and demographic trends to identify and implement emerging and leading “best practice” tactics and technology applications.
• Coordinate project planning, calibration, and progress related to technology and operational effectiveness.
• Advance and scale the strategic use of AI to enhance consumer experience and drive operational effectiveness and efficiency.
• Author Global Technology and Operational SOPs, updating them according to required schedules and evolving business needs.
• Ensure global alignment on SOP content, manage training for all divisions on updates, and oversee the lifecycle of SOPs from identification to retirement.
• Provide expert guidance on local technology and operational SOPs.
• Adhere to all regulatory and company compliance requirements.
• Ensure integrity of system validation.
• Manage workflow for all technology change requests using tools and platforms to set, maintain, and track KPIs for performance.
• Annually define technology priorities and translate them into actionable projects, balancing business-critical needs with long-term strategic goals and resource constraints.
• Manage the end-to-end technology project lifecycle, ensuring stakeholder alignment, deadline adherence, and specialized support for contact center "go-live" events and sustained operations.
• Lead the workflow of Local System Administrators (LSAs), ensuring they have the necessary skills and efficiency to provide high-quality technical support across all platforms.
• Partner with Global Information Technology (GIT) to ensure system uptime, manage business continuity programs, oversee issue reporting, and execute Corrective and Preventive Actions (CAPAs) for system failures.
• Drive project accountability through clear business ownership and robust change management practices, while measuring success through the tracking and reporting of technology KPIs.
• Acts as the primary bridge between CA and GIT, translating business needs into technical projects and vetting emerging technologies for feasibility and strategic fit.
• Co-manages technology budgets and project lifecycles with GIT to ensure system uptime, business continuity, and optimized tool performance.
• Leads the Local System Administrator (LSA) network and ensures staff are trained to use the full tech suite with maximum efficiency and best-practice standards.

Benefits

• Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements.
• Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employee's hire date within the calendar year).
• Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level