Operations Success Manager

Hill's Pet Nutrition; Overland Park (KS); On-site; USD 97,000 - 137,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

Hill's Pet Nutrition, located in Overland Park, Kansas, seeks a Senior Success Operations leader to drive an exceptional customer experience. You will manage a cross-functional team responsible for QA, training, analytics, and workforce planning, aligning CX across digital and field teams.

You will collaborate with marketing, sales, and digital groups to implement innovative CX initiatives, including AI-driven quality assurance, BOT tooling, and self-service enhancements, while developing talent

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 making improvements to current digital platforms, AI enhancements, BOT development, data mapping/analytics and/or integration between systems.

Responsibilities

• Lead the Success Ops team to improve CX, including QA, Training, Knowledge Management, Workforce Management and analytics.
• Partner with digital and commercial teams to advance CX initiatives across touchpoints.
• Explore, implement and teach tools like BOTs, self-service, and new company innovations.
• Deliver key metrics such as Agent Performance and CSAT, and provide data insights for opportunities.
• Collaborate with leadership to shape long-term analytics strategy to support CX maturity.
• Develop a diverse organization through coaching, performance management, and succession planning.

Skills

Customer facing experience

Multi-channel environments

Project management

People management

Data analytics

Technology experience

Education

Bachelor's degree

Tools

AI enhancements

BOT development

Data mapping/analytics

Systems integration

Job description

Relocation Assistance Offered Within Country

Job Number #176064 - 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.

At Hill’s we have a purpose to transform the lives of millions of pet families through pioneering innovation, science-led nutrition, and the best and brightest people. If you’re interested in work that matters, fueled by passion for pets, we invite you to apply.

Founded more than 75 years ago with an unwavering commitment to pet nutrition, Hill’s mission is to help enrich and lengthen the special relationships between people and their pets. Our decades of science and research guide us in creating nutrition that’s a step ahead so pets and pet parents can enjoy every day together. As the US #1 Veterinarian recommended pet food brand, knowledge is our first ingredient with 220+ veterinarians, PhD nutritionists and food scientists working to develop breakthrough innovations in pet health.

The Success Operations Manager role is responsible for leading a team that defines, drives, and delivers a best-in-class Customer Experience (CX) with the Customer Experience Engagement Center (CXEC). This role will be responsible for identifying and addressing CX opportunities by collaborating within the service and cross-functional teams. The role manages Quality, Data Analytics, Workforce Management and Training. The Success Operations manager drives department improvements by leveraging data insight to improve internal and external CX for the CXEC. This role also partners with the digital, sales and marketing teams for executing the customer service portion of new and changing commercial initiatives.

Responsibilities

• Lead, prioritize, and coordinate the efforts of the groups within the Success Ops team to improve CX. This includes the evolution of leveraging AI and internal resources to provide Quality Assurance, Training, Knowledge Management, Workforce Management, Data Analytics and system testing.
• Partner with digital and commercial business teams for executing improvements of commercial and CX initiatives. Collaborate with Digital, Marketing and CDO (Sales) to ensure customer experience aligns at all touchpoints for customers and consumers for both efficiencies and effectiveness.
• Explore, implement and teach emerging tools that elevate internal and external user experiences, including evolving services such as BOTs, self-service and new company innovations.
• Deliver key department metrics to include Agent Performance, Department Service Indicators, Quality Experience and C4C data insights to ID opportunities for improvement. This role showcases the data and partners with operations Team Leaders to action areas of opportunity.
• Collaborate with Operational Leadership to set long-term strategy for analytics and data management required to support a maturing CX experience within the CXEC. Support internal measurement that improves NPS and CSAT indicators. Lead customer surveys within CXEC for continuous feedback.
• Develop a world class diverse organization by sourcing and managing a team through individual career development, coaching/performance management, and succession planning. Lead the career pathing initiatives for the department and foster a culture of continuous learning.

Required 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 making improvements to current digital platforms, AI enhancements, BOT development, data mapping/analytics and/or integration between systems.

Preferred Qualifications

• 3+ years managing diverse teams, preferably in data, digital and/or call center leadership

Compensation And Benefits

Salary Range $96,800.00 - $137,000.00 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.