Operations Success Manager - Overland Park, KS

VetJobs; Overland Park (KS); On-site; USD 97,000 - 137,000; Full time

Benefits offered by this job

Discretionary bonuses

Profit-sharing

Long-term incentives

Job summary

Colgate-Palmolive in Overland Park, KS is seeking a Success Operations Manager to lead a team delivering best-in-class customer experience through the CX Engagement Center. You will define, drive, and deliver CX improvements by collaborating with service and cross-functional teams.

You will oversee Quality, Data Analytics, Workforce Management and Training, partner with digital, sales and marketing to implement AI-driven tools, bots and self-service, and use metrics like NPS and CSAT to guide

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 groups to improve CX, leveraging AI and internal resources.
• Collaborate with Digital and Commercial teams to align customer experience across touchpoints.
• Explore and implement tools like BOTs and self-service to enhance user experiences.
• Deliver department metrics: Agent performance, service indicators, quality, and data insights.
• Partner with operational leadership to set analytics strategy and improve NPS/CSAT.
• Develop a diverse, high-performing team through coaching and succession planning.

Skills

Customer facing

Project management

Data analytics

AI enhancements

Education

Bachelor's Degree in Business, Marketing, or Finance

Job description

Job Description

Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, unless specifically stated otherwise, this role is 'On-Site' at the location detailed in the job post.

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.

Auto req ID

483273BR

Minimum Education Required

Bachelors

Additional Qualifications/Responsibilities

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.

City*

Overland Park

State*

Kansas

Job_Category

Management

Job Code

Operations_ Specialist

Affiliate Sponsor

Colgate-Palmolive

Salary Range

$75,000-$100,000