Operations Success Manager - Overland Park, KS
About The Position
The Success Operations Manager role is responsible for leading a team that defines, drives, and delivers a best-in-class Customer Experience (CX) with the Customer Experience Engagement Center (CXEC). This role will be responsible for identifying and addressing CX opportunities by collaborating within the service and cross-functional teams. The role manages Quality, Data Analytics, Workforce Management and Training. The Success Operations manager drives department improvements by leveraging data insight to improve internal and external CX for the CXEC. This role also partners with the digital, sales and marketing teams for executing the customer service portion of new and changing commercial initiatives. 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. At Hill’s, we have a purpose to transform the lives of millions of pet families through pioneering innovation, science-led nutrition, and the best and brightest people. Founded more than 75 years ago with an unwavering commitment to pet nutrition, Hill’s mission is to help enrich and lengthen the special relationships between people and their pets.
Requirements
- Bachelor's Degree in Business, Marketing, or Finance or a related field.
- 5+ years of experience in customer facing teams in multi-channel environments
- 2+ years of experience managing projects and/or people
- 3+ years technology experience, such as making improvements to current digital platforms, AI enhancements, BOT development, data mapping/analytics and/or integration between systems.
Nice To Haves
- 3+ years managing diverse teams, preferably in data, digital and/or call center leadership
Responsibilities
- Lead, prioritize, and coordinate the efforts of the groups within the Success Ops team to improve CX. This includes the evolution of leveraging AI and internal resources to provide Quality Assurance, Training, Knowledge Management, Workforce Management, Data Analytics and system testing.
- Partner with digital and commercial business teams for executing improvements of commercial and CX initiatives. Collaborate with Digital, Marketing and CDO (Sales) to ensure customer experience aligns at all touchpoints for customers and consumers for both efficiencies and effectiveness.
- Explore, implement and teach emerging tools that elevate internal and external user experiences, including evolving services such as BOTs, self-service and new company innovations.
- Deliver key department metrics to include Agent Performance, Department Service Indicators, Quality Experience and C4C data insights to ID opportunities for improvement. This role showcases the data and partners with operations Team Leaders to action areas of opportunity.
- Collaborate with Operational Leadership to set long-term strategy for analytics and data management required to support a maturing CX experience within the CXEC. Support internal measurement that improves NPS and CSAT indicators. Lead customer surveys within CXEC for continuous feedback.
- Develop a world class diverse organization by sourcing and managing a team through individual career development, coaching/performance management, and succession planning. Lead the career pathing initiatives for the department and foster a culture of continuous learning.
Benefits
- discretionary bonuses
- profit-sharing
- long-term incentives for Executive-level roles
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
