Call Center Operations Manager

Call Center Operations Manager

A part of Colgate-Palmolive since 1976, Hill's Pet Nutrition offers the highest-quality pet nutrition available through product lines Prescription Diet and Science Diet. Veterinarians worldwide recommend and feed their own pets Hill's products more than any other brand of pet food. Available in approximately 80 countries around the world, our extensive line of products includes more than 60 Prescription Diet brand pet foods and more than 50 Science Diet brand pet foods. We believe all animals should be loved and cared for during their lifetimes. That is why we are proud our pet foods can make a difference in your pet's life. A career at Hill's Pet Nutrition or Colgate-Palmolive is an excellent opportunity if you seek a global experience, constant challenge, and development opportunities in an environment that respects work/life effectiveness.

Role Summary: The CXEC (Customer Experience Engagement Center) Operations Manager leads a complex, multi-channel operation (60+ staff) across Order Management, Website Technical Support, and Consumer Affairs. The CXEC Operations Manager acts as a strategic architect, driving digital transformation through AI integration and cross-functional partnerships. This position is responsible for elevating the "Cost-to-Serve" framework, ensuring data integrity across ecosystems, and delivering a world-class, personalized experience for users. The incumbent will cultivate a high-performance, inclusive culture of agents and team leaders, while serving as the critical link between customer insights and digital product evolution.

Responsibilities:

• Manage multi-channel call-center operations across Order Management, Website Technical Support, and Consumer Affairs for 60+ staff, ensuring KPIs, budget, turnover targets, and customer satisfaction metrics are achieved.
• Serve as the primary CXEC advocate within the Digital Product lifecycle, synthesizing cross-channel voice-of-the-customer data to drive actionable feature requests for GIT and website product owners.
• Lead the workforce transformation to "AI-assisted problem solving," executing effective in-team training and re-skilling staff to leverage new digital tools and AI integrations.
• Design and implement a "Cost-to-Serve" framework that balances operational expenditure with service quality, utilizing automation and improved labor modeling to drive efficiency.
• Define a strategy for cross-functional data integrity (SAP, CRM, CCaaS, Snowflake), ensuring agent dispositioning and case coding are accurate and actionable for business analytics.
• Develop and maintain comprehensive business continuity and crisis management protocols to mitigate risks for a multi-channel, tech-dependent environment.
• Oversee talent management for a 60-person organization, driving diversity, career development, succession planning, and fostering a culture of high performance and empowerment.
• Implement inclusive strategies for hiring, onboarding, and performance management, collaborating with department leaders and HR to streamline workforce planning, achieve KPI targets and agent performance, and maintain effective communication between frontline leadership and HR.
• Drive continuous improvement and change management by analyzing operational trends, evaluating impacts, and partnering with internal stakeholders to refine processes and strategies.

Expected Areas of Knowledge, Skills, and Abilities:

• Expert knowledge of automation strategies, AI enhancements and managing technology-dependent contact center environments.
• Strategic change management skills, specifically leading teams through the transition to AI-assisted and digital-first workflows.
• Advanced ability to synthesize cross-functional data (SAP, CRM, Snowflake) into actionable product/process feature requests.
• Product-minded leadership to influence GIT/Digital product owners and bridge the gap between user feedback and technical roadmap.
• Expert knowledge of service related operations to anticipate future needs and facilitate development of complex solutions for improved customer experience.
• Excellent people leadership skills, including hiring and developing talent, fostering an inclusive culture, coaching at all levels, effectively managing employee relations and performance management issues in coordination with Human Resources.
• Strong negotiation/issue resolution skills and the ability to influence a broad range of audiences.
• Ability to handle multiple projects simultaneously in a high-pressure, fast-paced environment.

Required Qualifications:

• Bachelor's degree in business, IT, or related field
• 8 years of progressive experience in customer service, finance, operations and/or organizational leadership
• Minimum of 5 years of experience leading varied call center sales and/or operations teams

Preferred Qualifications:

• Master's degree
• 2+ years analytics experience of customer service sector
• 2+ years in leading the Customer Experience journey in an organization
• 2+ years in leading digital transformation or AI-driven projects in a contact center environment
• Proven track record in Cost-to-Serve optimization, labor modeling, and driving operational efficiency through automation

Compensation and Benefits:

Salary Range $124,000.00 - $174,000.00 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 peopledeveloping 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.