Hiring: Operations Success Manager Company: Hill's Pet Nutrition Location: Overland Park, KS Job Posted Time: 2026-09-11 11:33:58 Target Skills & Keywords : Quality Assurance, User Experience About the job Experience: •5+ years of experience in customer facing teams in multi-channel environments •2+ years of experience managing projects and/or people •3+ years technology experience, such as making improvements to current digital platforms, AI enhancements, BOT development, data mapping/analytics and/or integration between systems. •3+ years managing diverse teams, preferably in data, digital and/or call center leadership Required Skills: •Lead, prioritize, and coordinate the efforts of the groups within the Success Ops team to improve CX. This includes 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 for executing improvements of commercial and CX initiatives. Collaborate with Digital, Marketing and CDO (Sales) to ensure customer experience aligns at all touchpoints for customers and consumers for both 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 ID opportunities for improvement. This role showcases the data and partners with operations Team Leaders to action areas of opportunity. •Partner cross-functionally 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. Qualifications: •Bachelor's Degree in Business, Marketing, or Finance or a related field. Compensation: •$96,800 - $137,000 / 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!