Data Analytics & Business Process Lead

Hill's Pet Nutrition; Overland Park (KS); On-site; USD 86,000 - 121,000; Full time

Benefits offered by this job

401(k) matching

Paid vacation

13 holidays

Medical, dental and vision

Parental leave

Job summary

Colgate-Palmolive is seeking a Business Process & Operations Data Leader to manage data, workforce management, and business process testing for the Customer Experience Engagement Center (CXEC). You will develop KPIs, dashboards, and data sets, and serve as the SME for SAP and related digital products, driving continuous improvement.

Join a team guiding data-driven decisions that enhance customer experience and efficiency.

Qualifications

• Bachelor's degree or higher in business, IT, or related field.
• 2+ years of systems business testing experience.
• 3+ years of analytics experience.
• Proficiency with Excel, Google Suite, SAP, CRM, CCaaS, DOMO, SQL or similar tools.
• 1+ years of experience with AI and LLM tools.

Responsibilities

• Collaborate with cross-functional teams to develop data insights and trend reporting.
• Own data metrics development and model staffing strategies.
• Develop AI models and algorithms to improve customer service operations.
• Maintain and validate data visualization dashboards and KPI reporting.
• Evolve data strategy including descriptive, diagnostic, predictive, and prescriptive analyses.
• Lead a team supporting data analytics, workforce management and process execution.

Skills

Analytics

Systems testing

AI/LLM tools

Education

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

Tools

Excel

Google Suite

SAP

CRM

CCaaS

DOMO

SQL

Job description

No Relocation Assistance Offered

Job Number #176083 - Overland Park, Kansas, United States

Who We Are

Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specializing in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name!

Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values-Caring, Inclusive, and Courageous we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all.

This Business Process & Operations Data Leader leads a team that manages the data, workforce management, and business process testing for the Customer Experience Engagement Center. This includes accurate data collection, processing, automation and analysis with root causes in the Customer Experience Engagement Center. This position will be the expert in finding data solutions and have the business mindset to convert insights into continuous improvement opportunities for the CXEC and business stakeholders. The Team Leader develops clear KPIs in current and emerging workstreams, models optimizing strategies across the business. This position sets targets for the team, and leads the development and management of dashboards, reporting, and data sets. This position is the Subject Matter Expert for business testing of related SAP and digital products, to include our online ordering portals.

Responsibilities

• Collaborate with cross-functional teams, including all call center departments, digital product teams, regulatory/quality, IT and marketing to develop data insights and trend reporting that solves customer pain points, pushing forward customer experience initiatives and creates operational efficiencies.


• Lead key data metrics development for optimal operational efficiencies, modeling optimal staffing strategies, setting metrics and reporting for AI tool and chatbot performance, report and evolve new and existing key metrics appropriately. Proactively champion product improvements based on timely data insights.


• Analyze customer data and identify patterns, trends, and insights to develop AI models and algorithms that improve customer service and support operations. Seek opportunities for continued efficiencies and automation of reporting. Coordinate with US Digital and Global team for streamline data management.


• Manage and update data visualization dashboards and other reports, to include validating data sets powering dashboards, creating clear KPIs and targets, ensuring strong execution and accountability, training users and improving tools based on stakeholder feedback. Ensure all department data streams are accurately flowing into Cloudbased data storage centers, with appropriate masked for internal and business partner usage and retention requirements.


• Evolve the CXEC data strategy that incorporates descriptive, diagnostic, predictive, and prescriptive categories. Assists in current / future state department analysis to identify gaps and opportunities for improvement, and optimizing business processes.


• Manage a team that supports data analytics, workforce management and business process execution including coaching, training, career planning, and performance management to help drive strong execution, accountability, and prioritization across projects and other business needs


• Lead business testing for SAP and product upgrades and roll-outs of new platforms related to order management and data analysis. Liaise with Product owners for solutions and improvements in customer facing products that CXEC supports. Log IT tickets and coordinate with IT resources. Support operations and identify root cause analysis for operational downtime related to gaps in SAP and other integrated order management platforms.


• Stay abreast of industry trends and customer needs delivering recommendations to department leadership that help identify measurable goals, strategies and tactics that push team and department priorities forward.

Required Qualifications

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


• 2+ years of systems business testing


• 3+ years experience in analytics


• Proficiencies in systems such as Microsoft Excel, Google Suite, SAP, CRM,CCaaS, DOMO, SQL, and/or related analytical tools.


• 1+ years of experience in AI and LLM tools

Preferred qualifications

• 4+ years people management experience


• Experience in SQL and/or Domo


• 2+ years business testing in SAP production


• 3+ years experience leading call center teams or order management

Compensation And Benefits

Salary Range $86,000.00 - $121,000.00 USD

Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles.

Benefits: Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employee’s hire date within the calendar year). Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.

Our Commitment to Inclusion

Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives to best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.

Equal Opportunity Employer

Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form should you require accommodation.

For additional Colgate terms and conditions, please click here.