Senior CX Operations Leader — AI & Analytics

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

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