Customer Experience Ops Manager — Data-Driven & AI-Enabled

VetJobs; Overland Park (KS); On-site; USD 97,000 - 137,000; Full time

Benefits offered by this job

Discretionary bonuses

Profit-sharing

Long-term incentives

Job summary

Colgate-Palmolive in Overland Park, KS is seeking a Success Operations Manager to lead a team delivering best-in-class customer experience through the CX Engagement Center. You will define, drive, and deliver CX improvements by collaborating with service and cross-functional teams.

You will oversee Quality, Data Analytics, Workforce Management and Training, partner with digital, sales and marketing to implement AI-driven tools, bots and self-service, and use metrics like NPS and CSAT to guide

Qualifications

• Bachelor's Degree in Business, Marketing, or Finance or a related field.
• 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 the Success Ops groups to improve CX, leveraging AI and internal resources.
• Collaborate with Digital and Commercial teams to align customer experience across touchpoints.
• Explore and implement tools like BOTs and self-service to enhance user experiences.
• Deliver department metrics: Agent performance, service indicators, quality, and data insights.
• Partner with operational leadership to set analytics strategy and improve NPS/CSAT.
• Develop a diverse, high-performing team through coaching and succession planning.

Skills

Customer facing

Project management

Data analytics

AI enhancements

Education

Bachelor's Degree in Business, Marketing, or Finance

Job description

Colgate-Palmolive in Overland Park, KS is seeking a Success Operations Manager to lead a team delivering best-in-class customer experience through the CX Engagement Center. You will define, drive, and deliver CX improvements by collaborating with service and cross-functional teams.

You will oversee Quality, Data Analytics, Workforce Management and Training, partner with digital, sales and marketing to implement AI-driven tools, bots and self-service, and use metrics like NPS and CSAT to guide