CX Operations Manager — AI & Digital Transformation

Hill's Pet Nutrition; Overland Park (KS); On-site; USD 124,000 - 174,000; Full time

Benefits offered by this job

Medical, dental, vision

Life insurance

Paid parental leave

401(k) with company match

13 paid holidays

Minimum 15 vacation/PTO days

Job summary

Colgate-Palmolive’s CXEC Operations Manager leads a 60+ person, multi-channel operation across Order Management, Website Technical Support, and Consumer Affairs. The role drives AI-enabled transformation and cross-functional collaboration to improve cost-to-serve and data integrity within a dynamic consumer care environment.

The position requires strong leadership, strategic thinking, and the ability to align digital product evolution with customer insights while guiding a diverse, inclusive

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 center, sales and/or operations teams.

Responsibilities

• Manage multi-channel call-center operations across 60+ staff, ensuring KPIs, budget, turnover targets, and customer satisfaction metrics.
• Spearhead AI-assisted problem solving and train staff to leverage new digital tools.
• Define a Cost-to-Serve framework balancing operational expenditure with service quality.
• Coordinate with SAP, CRM, CCaaS, and Snowflake data ecosystems for analytics and insights.
• Lead workforce transformation and talent management for a 60-person organization.
• Collaborate with HR to streamline hiring, onboarding, and performance management.

Skills

Automation & AI

Change management

Data synthesis

Leadership

Communication

Education

Bachelor's degree

Master’s degree

Tools

SAP

CRM

Snowflake

Job description

Colgate-Palmolive’s CXEC Operations Manager leads a 60+ person, multi-channel operation across Order Management, Website Technical Support, and Consumer Affairs. The role drives AI-enabled transformation and cross-functional collaboration to improve cost-to-serve and data integrity within a dynamic consumer care environment.

The position requires strong leadership, strategic thinking, and the ability to align digital product evolution with customer insights while guiding a diverse, inclusive