Customer Experience Operations Leader

Hill's Pet Nutrition; Overland Park (KS); On-site; USD 96,800 - 137,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Job summary

Hill's Pet Nutrition in Overland Park, KS is seeking a Success Operations Manager to lead a team focused on delivering best-in-class customer experience within the CX Engagement Center. You will drive Quality, Data Analytics, Workforce Management and Training while partnering with digital, sales, and marketing on new initiatives.

The role requires 5+ years in customer-facing environments, 2+ years of people/project leadership, and 3+ years in tech/digital improvements including AI, BOTs, and

Qualifications

• 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.

Responsibilities

• Lead, prioritize, and coordinate the efforts of the groups within the Success Ops team to improve CX.
• Partner with digital and commercial business teams for executing improvements of commercial and CX initiatives.
• Collaborate with Digital, Marketing and CDO to ensure customer experience aligns at all touchpoints for customers and consumers.
• Deliver key department metrics to include Agent Performance, Department Service Indicators, Quality Experience and C4C data insights to ID opportunities for improvement.
• Collaborate with Operational Leadership to set long-term strategy for analytics and data management to support CX experience.
• Develop a world class diverse organization by sourcing and managing a team through career development and coaching.

Skills

Multi-channel experience

Project management

People management

Data analytics

Education

Bachelor's degree

Tools

AI enhancements

BOT development

Data mapping/analytics

Job description

Hill's Pet Nutrition in Overland Park, KS is seeking a Success Operations Manager to lead a team focused on delivering best-in-class customer experience within the CX Engagement Center. You will drive Quality, Data Analytics, Workforce Management and Training while partnering with digital, sales, and marketing on new initiatives.

The role requires 5+ years in customer-facing environments, 2+ years of people/project leadership, and 3+ years in tech/digital improvements including AI, BOTs, and