CX Operations Leader: AI, Analytics & Training (Hybrid)

Colgate Palmolive; Overland Park (KS); Hybrid; USD 97,000 - 137,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) with company match

Discretionary bonuses

PTO 15 vacation days + 13 holidays

Hybrid work model

Job summary

Colgate-Palmolive is seeking an Operations Success Manager in Overland Park, KS, to lead a CX-focused team within the CXEC and drive improvements across Quality, Analytics, and Training. The role partners with digital, sales and marketing to implement customer-centric initiatives and delivers measurable outcomes.

The position requires senior experience in customer-facing operations, project leadership, and data-driven decision making, with a hybrid work arrangement and a competitive compensation

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 AI enhancements, BOT development, data mapping/analytics and/or integration between systems.

Responsibilities

• Lead CX opportunities within the Success Ops team, driving QA, training, knowledge management and analytics.
• Collaborate with Digital, Marketing and Sales to align customer experience across touchpoints.
• Explore, implement and teach emerging tools like BOTs to elevate user experiences.
• Deliver department metrics including Agent Performance, Service Indicators and data insights for improvements.
• Support long-term analytics strategy and measure impact on NPS and CSAT.
• Develop a diverse, world-class team through coaching and career development.

Skills

Customer facing experience

Multi-channel environments

Project management

Data analytics

Education

Bachelor's degree in Business, Marketing, or Finance

Tools

AI enhancements

BOT development

Data mapping/analytics

System integration

Job description

Colgate-Palmolive is seeking an Operations Success Manager in Overland Park, KS, to lead a CX-focused team within the CXEC and drive improvements across Quality, Analytics, and Training. The role partners with digital, sales and marketing to implement customer-centric initiatives and delivers measurable outcomes.

The position requires senior experience in customer-facing operations, project leadership, and data-driven decision making, with a hybrid work arrangement and a competitive compensation