Operations Director, Consumer Affairs - New York, United States - Colgate-Palmolive

Colgate-Palmolive

Verified Company

New York, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

No Relocation Assistance Offered
New York, New York, United States

Who We Are

Colgate-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 & 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 & 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 & Canadian laws.
Analyze consumer care and business trends to identify, assess and address emerging/leading standard process and consumer 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 thirdparty 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 bestinclass 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 validated environment.
Handle telecommunications platforms via outsource vendors, to ensure excellent and efficient service.
Lead online consumer interactions and website functionality to enhance selfservice.
Leverage industry advancements and technology optimization to improve customer service and experience (i.e. Selfservice, Social Media, Ratings & Reviews, AI, speech and text analytics).
Responsible for ensuring the contact center has the most up to date information and training to properly represent the company and to provide the best experience.
Owning the gathering and creating of those resources by the inhouse team enabled by technological solutions to automate processes and updating.
Ensure robust quality programs including contact calibration to certify proper coding and handling of high quality consumer interactions.
Use contact center representative problem identification to drive new letters, paragraphs, responses, training for improvement.
Identifies and raises early signs of emerging consumer issues to the NA CCE Director.
Once a potential crisis is confirmed, works with the contact center to assess the impact of the crisis from a CCE (Consumer Care & Experience) perspective, creates an action plan to handle communications including technology solutions t