successfactors
Success Operations Manager
Colgate-Palmolive
Overland Park, USA
Onsite
$96,800–$137,000
Discovered 2 weeks ago
Customer experience operationsQuality assuranceData analyticsWorkforce managementTraining and developmentKnowledge management
Free
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Customer experience operationsQuality assuranceData analytics
Role Overview
The Success Operations Manager leads the teams and capabilities responsible for customer experience within the Customer Experience Engagement Center.
The role manages Quality, Data Analytics, Workforce Management, and Training.
The manager uses data and cross-functional collaboration to improve internal and external customer experience.
Key Skills for This Role
Customer experience operationsQuality assuranceData analyticsWorkforce managementTraining and developmentKnowledge management
Full Job Posting
Role Overview
The Success Operations Manager leads the teams and capabilities responsible for customer experience within the Customer Experience Engagement Center.
The role manages Quality, Data Analytics, Workforce Management, and Training.
The manager uses data and cross-functional collaboration to improve internal and external customer experience.
Key Responsibilities
- Lead and coordinate Success Operations teams to improve customer experience.
- Develop quality assurance, training, knowledge management, workforce management, analytics, and system-testing capabilities.
- Partner with digital, sales, and marketing teams on customer service and commercial initiatives.
- Align customer experience across all customer and consumer touchpoints.
- Implement and teach emerging tools, including bots and self-service solutions.
- Deliver agent performance, service, quality, and C4C data insights.
- Set long-term analytics and data management strategy.
- Support measurement initiatives that improve NPS and CSAT.
- Lead customer surveys for continuous feedback.
- Manage team development, coaching, performance management, and succession planning.
- Lead career-pathing initiatives and foster continuous learning.
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