Operations Data Leader — CX Insights & Process Excellence

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

Benefits offered by this job

Medical, dental, vision

401(k) with company match

Paid vacation and holidays

Parental leave

Job summary

Colgate in Overland Park, KS is seeking a Business Process & Operations Data Lead to guide data, workforce management, and testing for the CX Engagement Center. You will transform insights into continuous improvement, serve as SME for SAP and digital product testing, and drive performance across order management platforms.

You will develop metrics, dashboards, and KPIs, mentor a data analytics team, and push a data strategy from descriptive to prescriptive stages, aligning with business goals.

Qualifications

• Bachelor’s degree required.
• At least 2 years of systems business testing.
• At least 3 years of analytics experience.
• Proficiency in Microsoft Excel, Google Suite, SAP, CRM, CCaaS, DOMO, SQL, or related analytical tools.
• At least 1 year of experience with AI and LLM tools.

Responsibilities

• Collaborate with cross-functional teams to develop data insights and trend reporting that solves customer pain points and creates operational efficiencies.
• Lead metric development for operational efficiencies, model optimal staffing strategies, and report AI tool and chatbot performance.
• Analyze customer data to identify patterns, trends, and insights for AI models and algorithms to improve service and support operations.
• Manage and update data visualization dashboards, validate data sets, create KPIs, and train users.
• Evolve the CXEC data strategy across descriptive, diagnostic, predictive, and prescriptive categories.
• Coach and develop a team that supports analytics, workforce management, and process execution.
• Lead business testing for SAP and product upgrades and roll-outs of new platforms related to order management.
• Stay abreast of industry trends and recruit measurable goals to leadership.

Skills

Excel

Google Suite

SAP

CRM

CCaaS

DOMO

SQL

AI/LLM tools

Education

Bachelor’s degree

Job description

Colgate in Overland Park, KS is seeking a Business Process & Operations Data Lead to guide data, workforce management, and testing for the CX Engagement Center. You will transform insights into continuous improvement, serve as SME for SAP and digital product testing, and drive performance across order management platforms.

You will develop metrics, dashboards, and KPIs, mentor a data analytics team, and push a data strategy from descriptive to prescriptive stages, aligning with business goals.