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Job Description
Relocation Assistance Offered Within Country
# 152498 – Kansas City, Kansas, United States At Hillxe2x80x99s we have a purpose. Every day around the world, we transform the lives of millions of pet families through groundbreaking innovation, outstanding nutrition, and the most promising people. If youxe2x80x99re interested in work that matters, motivated by passion for pets, we invite you to apply. Founded more than 75 years ago with an unwavering commitment to pet nutrition, Hillsxe2x80x99 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 thatxe2x80x99s 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.
About the role:
The Success Operations Manager role is responsible for managing 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 leads Quality, Data Analytics, Workforce Management and Training. The Success Operations Manager drives department improvements by demonstrating data insights. This role also partners with the digital, sales and marketing teams for driving the customer service portion of new and changing commercial initiatives.
What you will do:
- Lead, prioritize and coordinate efforts of the groups within the Success Operations team to improve Customer Experience (CX). Activities include Quality, Training, Knowledge Management, Workforce Management, Data Analytics and system testing.
- Develop a premier diverse organization by sourcing and leading a team through individual career development, coaching/performance management and succession planning. Lead the career pathing initiatives for the department and cultivate a culture of continuous learning.
- Collaborate with leaders to set long-term strategy for analytics and data management required to support a maturing CX within the CXEC. As data evolves, create the optimal customer personalization within department systems for customer connections. Lead customer surveying within each CXEC service line for continuous feedback.
- Design and evolve customer quality metrics that ensure an efficient and superior resolution to meet customer needs. Evolve customer journey maps and customer personas related to service and guide continuous improvement within our CX service delivery.
- Deliver key department metrics to include Agent Performance, Department Service Indicators, Quality Experience, NPS/CSAT contributing measurements and C4C (SAP Service Cloud) data insights to find opportunities for improvement. Lead improvement initiatives.
- Coordinate implementation of new software into the operational teams. Identify tools and resources needed to improve agentsxe2x80x99 experience and enhance customer service.
- Partner with digital and commercial business teams for performing improvements to the customer service portion of new and changing commercial and CX initiatives. Collaborate with Digital, Marketing and CDO (Sales) to ensure customer experience aligns at all touch points for customers and consumers.
- Performs other duties as assigned
- Stays in sync with all policies and standards
Required Qualifications
- Bachelor’s Degree in business or related field
- At least 7 years progressive experience leading customer facing teams in a multiple-channel environment or a combination of developing teams, leading CX initiatives and/or being a product manager from launch to stabilization
- Experience in strategy, service, and CX design
- Experience collaborating with cross-functional teams
- Experience leading team leaders and/or managers
- Experience leading project teams
- Extensive knowledge of initiating, driving and sustain improved customer satisfaction
- Proven experience in establishing and advising strategic plans and objectives, customer journey mapping and customer feedback methodology
- Exceptional interpersonal, networking and verbal and written communications skills
- Ability to handle multiple projects simultaneously in a high-pressure, fast-paced environment
- Proficiency in Google/Microsoft Suite (i.e, Sheets, Slides, Docs)
Preferred Qualifications
- Master’s Degree n business or related field
- At least 2 years experience in the pet health industry or a CPG company
- Experience in 3 or more of the following service center areas (Quality, Training, Knowledge Management, Vendor Relationships, Systems and Metrics, Data Analytics)
Physical Demands
- Standing – Occasionally
- Walking – Frequently
Salary Range $88,800 – $131,250 USD
Pay is based on several non discriminatory factors including but not limited to experience, education, skills and office location. In addition to your salary, Colgate-Palmolive
offers a performance based bonus and competitive benefits package.
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. Are you interested in working for Hill’s Pet Nutrition? You can apply online and attach all relevant documents such as a cover letter and resume or CV. Applications received by e-mail are not considered in the selection process. Become part of our team. We look forward to your application. Work that matters, fueled by passion for pets! At Hillxe2x80x99s we have a purpose. Every day around the world, we transform the lives of millions of pet families through pioneering innovation, amazing nutrition, and the best and brightest people. Founded more than 75 years ago with an unwavering commitment to pet nutrition, Hills’ mission is to help enrich and lengthen the special relationships between people and their pets. HILL’Sxc2xae Prescription Dietxc2xae therapeutic pet foods, HILL’Sxc2xae Science Dietxc2xae and HILL’Sxc2xae Ideal Balancexe2x84xa2 wellness pet foods are sold worldwide. Hillxe2x80x99s is a division of Colgate-Palmolive, a leading global consumer products company, tightly focused on Oral Care, Personal Care, Home Care and Pet Nutrition, with sales of products in more than 200 countries. To learn more about Hill’s and Colgate, please visit http://www.hillspet.com and http://www.colgatepalmolive.com, or find us on LinkedIn, Facebook, Twitter and YouTube. Reasonable accommodation during the application process is available for persons with disabilities. Please contact [email protected] with the subject “Accommodation Request” should you require accommodation.
