AI-Driven Call Center Ops Leader (60+ Agents)

MSCCN; Overland Park (KS); On-site; USD 124,000 - 174,000; Full time

Benefits offered by this job

Bonus possibilities

Profit sharing

Long-term incentives

Job summary

Colgate-Palmolive Company is seeking an experienced CXEC Operations Manager to lead a 60+ person, multi‑channel operation across Order Management, Website Technical Support and Consumer Affairs. You will act as a strategic architect driving digital transformation through AI integration and cross‑functional partnerships to elevate cost-to-serve and ensure data integrity across ecosystems.

The role emphasizes building a high‑performance, inclusive culture of agents and leaders, aligning customer

Qualifications

• Bachelor's degree in business, IT, or related field.
• 8 years of progressive experience in customer service, finance, operations and/or organizational leadership.
• Minimum of 5 years of experience leading varied call centre, sales and/or operations teams.

Responsibilities

• Manage multi-channel call-center operations across Order Management, Website Technical Support, and Consumer Affairs for 60+ staff, ensuring KPIs, budget, turnover targets, and customer satisfaction metrics are achieved.
• Synthesize voice-of-the-customer data to drive actionable feature requests for product owners.
• Lead AI-assisted problem solving and staff re-skilling to leverage new digital tools and AI integrations.
• Define a Cost-to-Serve framework balancing operating costs with service quality and coordinate with a 3rd-party call center.

Skills

Automation strategies

AI enhancements

Data synthesis

People leadership

Cross-functional collaboration

Education

Bachelor's degree in business or IT

Tools

SAP

CRM

Snowflake

CCaaS

Job description

Colgate-Palmolive Company is seeking an experienced CXEC Operations Manager to lead a 60+ person, multi‑channel operation across Order Management, Website Technical Support and Consumer Affairs. You will act as a strategic architect driving digital transformation through AI integration and cross‑functional partnerships to elevate cost-to-serve and ensure data integrity across ecosystems.

The role emphasizes building a high‑performance, inclusive culture of agents and leaders, aligning customer