Success Operations Manager

Success Operations Manager Location: Overland Park, Kansas, United States Travel: up to 10% of time. Responsibilities Lead, prioritize, and coordinate the efforts of the groups within the Success Ops team to improve CX, including 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 to execute improvements of commercial and CX initiatives, ensuring customer experience aligns at all touchpoints for 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 identify opportunities for improvement. Showcase data and partner with operations Team Leaders to action opportunity areas. 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 5+ years of experience in customer‑facing teams in multi‑channel environments. 2+ years of experience managing projects and/or people. 3+ years of 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 & 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: 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). Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours), 13 paid holidays, and paid sick leave per local laws. Our Commitment to Inclusion We foster an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring each individual can be their authentic self, is treated with respect, and is empowered to contribute meaningfully. Equal Opportunity Employer Colgate is an equal opportunity employer. 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 (U.S. positions), or any other characteristic protected by law. Reasonable Accommodation Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form if you require accommodation. #J-18808-Ljbffr