Call Center Operations Manager - Overland Park, KS

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

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. Unless specifically stated otherwise, this role is \"On-Site\" at the location detailed in the job post.

Who We Are

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. Our products are trusted in more households than any other brand in the world, making us a household name!

Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values—Caring, Inclusive, and Courageous—we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all.

Role Summary

The CXEC (Customer Experience Engagement Center) Operations Manager leads a complex, multi-channel operation (60+ staff) across Order Management, Website Technical Support, and Consumer Affairs. The CXEC Operations Manager acts as a strategic architect, driving digital transformation through AI integration and cross-functional partnerships. This position is responsible for elevating the \"Cost-to-Serve\" framework, ensuring data integrity across ecosystems, and delivering a world-class, personalized experience for users. The incumbent will cultivate a high-performance, inclusive culture of agents and team leaders, while serving as the critical link between customer insights and digital product evolution.

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.
• 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. This includes coordination with the Manager of the 3rd‑party Call Center to balance workload with the additional 90+ agents completing Tier 1 activities.
• 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, achieve KPI targets and agent performance, and maintain effective communication between frontline leadership and HR.
• Drive continuous improvement and change management by analyzing operational trends, evaluating impacts, and partnering with internal stakeholders to refine processes and strategies.

Additional Qualifications/Responsibilities

Expected Areas of Knowledge, Skills, and Abilities

• Expert knowledge of automation strategies, AI enhancements and managing technology‑dependent contact center environments.
• Strategic change management skills, specifically leading teams through the transition to AI‑assisted and digital‑first workflows.
• Advanced ability to synthesize cross‑functional data (SAP, CRM, Snowflake) into actionable product/process feature requests.
• Product‑minded leadership to influence GIT/Digital product owners and bridge the gap between user feedback and technical roadmap.
• Expert knowledge of service related operations to anticipate future needs and facilitate development of complex solutions for improved customer experience.
• Excellent people leadership skills, including hiring and developing talent, fostering an inclusive culture, coaching at all levels, effectively managing employee relations and performance management issues in coordination with Human Resources.
• Strong negotiation/issue resolution skills and the ability to influence a broad range of audiences.
• Ability to handle multiple projects simultaneously in a high‑pressure, fast‑paced environment.

Required 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

Preferred Qualifications

• Master’s degree
• 2+ years analytics experience of customer service sector
• 2+ years in leading the Customer Experience journey in an organization
• 2+ years in leading digital transformation or AI‑driven projects in a contact center environment
• Proven track record in Cost-to-Serve optimization, labor modeling, and driving operational efficiency through automation

Compensation and Benefits

• Salary Range $124,000.00 - $174,000.00 USD
• Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit‑sharing, and long‑term incentives for Executive‑level roles.