CX Operations Lead: AI-Driven, Multi-Channel Center

VetJobs; Overland Park (KS); On-site; USD 124,000 - 174,000; Full time

Job summary

Colgate-Palmolive is seeking an CXEC Operations Manager to lead a 60+ person, multi‑channel operation across Order Management, Website Technical Support and Consumer Affairs, championing AI-driven transformation. You will drive a Cost‑to‑Serve framework, ensure data integrity across SAP, CRM and Snowflake, and partner with Digital Product teams to translate user insights into actionable improvements.

This on‑site role in Overland Park, KS offers a six‑figure USD salary with possible bonuses and

Qualifications

• Bachelor's degree in business/IT or related field required.
• Master’s degree preferred.
• Significant leadership experience in customer service/operations.
• Experience integrating AI/digital tools in contact-center settings.

Responsibilities

• Lead multi-channel operations for 60+ staff across Order Management, Website Tech Support and Consumer Affairs.
• Drive AI-assisted transformation and data-informed feature requests to product teams.
• Develop and implement a Cost-to-Serve framework balancing costs with service quality.
• Ensure data integrity across SAP, CRM, and Snowflake; enable analytics-driven decisions.
• Oversee talent management, diversity, and performance within the CXEC organization.

Skills

Leadership

AI & Automation

Change management

Cross-functional collaboration

Data-driven decisions

Education

Bachelor's degree in business, IT, or related field

Master’s degree

Tools

SAP

CRM

Snowflake

Job description

Colgate-Palmolive is seeking an CXEC Operations Manager to lead a 60+ person, multi‑channel operation across Order Management, Website Technical Support and Consumer Affairs, championing AI-driven transformation. You will drive a Cost‑to‑Serve framework, ensure data integrity across SAP, CRM and Snowflake, and partner with Digital Product teams to translate user insights into actionable improvements.

This on‑site role in Overland Park, KS offers a six‑figure USD salary with possible bonuses and