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Operations Director, Consumer Affairs
Location:
Manhattan, NY
Description:
No Relocation Assistance Offered159374 : New York, New York, United States Who We AreColgate:Palmolive Company is a caring, innovative growth company that is reimagining a healthier future for all people, their pets and our planet. Focused on Oral Care, Personal Care, Home Care and Pet Nutrition, we sell our products in more than 200 countries and territories under brands such as Colgate, Palmolive, elmex, hello, meridol, Sorriso, Tom's of Maine, EltaMD, Filorga, Irish Spring, PCA SKIN, Protex, Sanex, Softsoap, Speed Stick, Ajax, Axion, Fabuloso, Soupline and Suavitel, as well as Hill's Pet Nutrition. We are recognized for our leadership and innovation in promoting sustainability and community wellbeing, including our achievements in decreasing plastic waste and promoting recyclability, saving water, conserving natural resources and improving children's oral health. If you want to work for a company that lives by their values, then give your career a reason to smile and join our global team The Director of North America (NA) Consumer Care and Experience (CCE) Operations at Colgate Palmolive is responsible for the effective, efficient and future forward management of the Consumer/Customer Service Operations (B2B, B2C, DTC) across North America (US and Canada). This position will be delivering consumer/customer service that meets corporate and local standards with regulatory compliance, cost efficiency, and achievement of key performance indicators while delivering great consumer/customer experience. This role supervises and provides strategic direction to both, outsourced contact center vendor partners as well as in:house staff, ensuring the best use of resources (budget, organization, technology, process) for the current as well as future state.This person is also responsible for driving consumer satisfaction and loyalty to help drive business growth. The Director of NA Operations must have highly developed management competencies, extensive knowledge and experience in all aspects of the consumer care/customer service strategies, contact center management, vendor management, project management, marketing and compliance to solve problems and improve operations, delivering overall customer satisfaction, and industry standard or better service levels, productivity and efficiencies. Your responsibilities are: :Lead service operations for Colgate:Palmolive (B2B, B2C, DTC, etc) both internal staff and outsourced contact center operations, which includes the corporate Switchboard.:Ensure performance metrics are met, and we are aligned with local and global SOPs, CP policies, US and Canadian laws.:Protect the financial health of the service operations by continuously targeting for efficiency and effectiveness while driving service improvements, loyalty and consumer satisfaction across all channels (phone, email, chat, sms, social media, self service, Ratings and Reviews):Analyze consumer care and business trends to identify, assess and address emerging/leading standard process andconsumer care tactics for implementation. Also coordinate project planning, calibration, and progress on critical initiatives.:Drive modernization of contact center results i.e. electronic payments, use of chatbots, automated case creation and data quality.:Directly handle third:party vendors including all contracts including renewals and RFPs, budget, invoicing, auditing, forecasting and holding them accountable for deliverables.:Ensure all fulfillment needs are met and supplies maintained.:Ensure contact center(s) are provided with all vital tools to successfully handle CP business including current product, sales and pricing information, materials and training, which will ensure best:in:class service and optimal efficiencies across all businesses:Local owner of consumer care systems, ensuring effective and efficient performance, use of documented organizational change systems to maintain a validat
Posted:
May 1 on Tip Top Job
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More About this Listing: Operations Director, Consumer Affairs
Operations Director, Consumer Affairs is a Executive Director Job located in Manhattan NY. Find other listings like Operations Director, Consumer Affairs by searching Oodle for Executive Director Jobs.
Operations Director, Consumer Affairs is a Executive Director Job located in Manhattan NY. Find other listings like Operations Director, Consumer Affairs by searching Oodle for Executive Director Jobs.