Success Operations Manager

Colgate • Overland Park, KS

4d • Hybrid

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. At Hill’s, the purpose is to transform the lives of millions of pet families through pioneering innovation, science-led nutrition, and the best and brightest people. Hill’s mission is to help enrich and lengthen the special relationships between people and their pets. Founded more than 75 years ago with an unwavering commitment to pet nutrition, Hill’s decades of science and research guide them in creating nutrition that’s a step ahead so pets and pet parents can enjoy every day together. As the US #1 Veterinarian recommended pet food brand, knowledge is their first ingredient with 220+ veterinarians, PhD nutritionists and food scientists working to develop breakthrough innovations in pet health.

Requirements

• Bachelor's degree
• 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

• medical
• dental
• vision
• basic life insurance
• paid parental leave
• disability coverage
• participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements
• a minimum of 15 vacation/PTO days
• 13 paid holidays
• Paid sick leave is adjusted based on role and location in accordance with local laws.

What This Job Offers

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