Hiring: Call Center Operations Manager Company: Hill's Pet Nutrition Location: Overland Park, KS Job Posted Time: 2026-09-10 11:33:59 Target Skills & Keywords : Change Management, Digital Transformation, Git, SAP, Snowflake About the job Experience: •8 years of progressive experience in customer service, finance, operations and/or organizational leadership •5 years of experience leading varied call center, sales and/or operations teams •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 Required Skills: •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. This includes coordination with the Manager of the 3rd-party Call Center to balance workload with the additional 90+ agents completing Tier 1 activities. •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. Qualifications: •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. •Demonstrated capacity to handle multiple projects simultaneously in a high-pressure, fast-paced environment. •Bachelor's degree in business, IT, or related field •Minimum of 5 years of experience leading varied call center, sales and/or operations teams Compensation: •$124,000 - $174,000 / year •Competitive benefits and rewards package •Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!