AI-Driven CX Operations Manager | Hybrid

Colgate

Overland Park, Northern (KS, KY)

Hybrid

USD 124,000 - 174,000

Full time

8 days ago

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Job summary

Colgate-Palmolive is seeking a Call Center Operations Manager to lead a 60+ strong CXEC across Order Management, Website Support, and Consumer Affairs. You will drive AI-enabled transformations, optimize Cost-to-Serve, and partner with analytics, product, and HR to deliver a world-class customer experience.

This role requires a bachelor’s degree and at least 8 years in customer service or operations, including 5 years in leadership.

Qualifications

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

Responsibilities

Manage multi-channel call-center operations for 60+ staff, ensuring KPIs, budget, turnover targets, and customer satisfaction metrics are achieved.
Serve as the primary CXEC advocate within the Digital Product lifecycle, synthesizing cross-channel voice-of-the-customer data to drive actionable feature requests for GIT and website product owners.
Lead the workforce transformation to AI-assisted problem solving, executing effective in-team training and re-skilling staff to leverage new digital tools and AI integrations.
Design and implement a Cost-to-Serve framework that balances operational expenditure with service quality, utilizing automation and improved labor modeling to drive efficiency.
Define a strategy for cross-functional data integrity (SAP, CRM, CCaaS, Snowflake), ensuring agent dispositioning and case coding are accurate and actionable for business analytics.
Develop and maintain comprehensive business continuity and crisis management protocols to mitigate risks for a multi-channel, tech-dependent environment.
Oversee talent management for a 60-person organization, driving diversity, career development, succession planning, and fostering a culture of high performance and empowerment.
Implement inclusive strategies for hiring, onboarding, and performance management, collaborating with department leaders and HR to streamline workforce planning and KPI achievement.
Drive continuous improvement and change management by analyzing operational trends and partnering with internal stakeholders to refine processes.