AI-Driven CX Operations Manager (Hybrid)

Colgate-Palmolive

Overland Park (KS)

Hybrid

USD 124,000 - 174,000

Full time

11 hours ago

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Benefits offered by this job

Relocation assistance within country

Job summary

Colgate-Palmolive's Hill's Pet Nutrition unit in Overland Park is seeking an experienced CXEC Operations Manager to lead a 60+ person multi-channel operation across Order Management, Website Technical Support, and Consumer Affairs. The role drives digital transformation with AI and cross-functional partnerships to enhance the cost-to-serve framework and data integrity.

The incumbent will cultivate a high-performance, inclusive culture of agents and leaders while bridging customer insights with

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 leading varied call center, sales and/or operations teams.

Responsibilities

Manage multi-channel call-center operations for 60+ staff, achieving KPIs, budget, turnover targets and customer satisfaction.
Synthesize cross-channel data to feed actionable feature requests for product owners.
Lead AI-assisted problem solving with in-team training and upskilling.
Design a Cost-to-Serve framework balancing cost and service quality with automation.
Define data integrity strategies across SAP, CRM, CCaaS, and Snowflake.
Oversee talent management, diversity, and performance, partnering with HR.