Operations Director, Consumer Affairs (New York, NY, US) - Colgate-Palmolive Company

No Relocation Assistance Offered
#159374 - 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.
• 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 & 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 validated environment.
• Handle telecommunications platforms via outsource vendors, to ensure excellent and efficient service.
• Lead online consumer interactions and website functionality to enhance self-service.
• Leverage industry advancements and technology optimization to improve customer service and experience (i.e. Self-service, Social Media, Ratings & Reviews, AI, speech and text analytics).
• Ensure all consumer/customer contacts are satisfactorily and quickly, including investigation and resolution of product liability cases and Adverse Events, high profile and executive communications (phone calls/letters/emails/Social Messages) sent to C-P Chairman, CEO, CP Board of Directors or CP executives) are handled effectively while maintaining company goodwill.
• 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 to make response as effective and efficient as possible, and implements and supervises the operational plan.
• Handles crisis to minimize impact to the rest of the business.
• Leads the direct to consumer service experience including contact channels on the website, proactive and reactive personalized service messaging, integration of ecommerce tools with Service CRM platform, collaboration with DTC Marketing, supply chain and CRM leads to ensure positive consumer experiences which build loyalty and satisfaction.
• Internal expert for Quality, Global Pharmacovigilance, Customer Development, Legal, Risk Management, Colgate Oral Pharmaceuticals, Promotions, Finance, Global Information Technology, etc for all consumer care contact center operations related information.

Basic Requirements:

• Bachelor's Degree +12 years of relevant experience, or Masters/MBA with +10+ years of experience
• People leader, with experience motivating, coaching and leading internal and external staff
• Seasoned contact center managementexperience with strong operational knowledge and skills (vendor management and relationshipbuilding, contact center critical metrics, staffingand budget planning, forecasting, process improvement, etc)
• Data analysis and decision making skills
• Experience with Consumer Care systems i.e. Emplifi Agent, Social Marketing Cloud, Knowledgebase, Shopify, Genesys cloud, Telephony systems etc.
• Project management and priority setting skills
• Budget Management, reconciliation, billing, auditing experience
• Contract Negotiation

Preferred Requirements:

• Understanding of contact center regulatory compliance, including co-employment, data privacy, and pharmacovigilance
• Consumer experience knowledge/focus
• Digital channel understanding
• Experience with speech & text analytics, AI and automation, chatbots, dynamic web pages, visual IVRs, electronic payments and coupons

Compensation and Benefits
Salary Range $146,000.00 - $182,000.00 USD

Pay is based on multiple non-discriminatory, individualized factors including but not limited to experience, job-related knowledge and education, skills and office/market location. In addition to base salary, salaried employees are eligible for annual discretionary bonuses, profit-sharing and, for Executive-level (salary grade 16 and above) roles only, long-term incentives in the form of Restricted Stock Units and/or Stock Options.

Subject to the terms and conditions of the applicable benefits plans then in effect, all salaried employees are also eligible for a competitive benefits package which includes:

• Insurance: Employees (and their eligible dependents) are eligible to participate in Company-sponsored Medical, Dental, Vision, Basic Life Insurance, Accidental Death & Dismemberment and Disability insurance plans.
• Retirement Plans: Employees are eligible to enroll in Colgate's 401(k) plan, which provides for company matching contributions subject to eligibility requirements
• Vacation/PTO: Employees receive a minimum of 15 days of vacation/PTO leave annually
• Paid Holidays: Employees receive a minimum of 13 paid/floating holidays annually
• Paid Sick Leave: Based on location and consistent with applicable state and local law, employees receive a minimum of 40 hours of paid sick leave on January 1st of each year
• Paid Parental Leave: Eligible employees may take up to eight weeks of paid parental leave and 12 weeks of unpaid leave (varies for employees with fewer than 12 months of service and is subject to hours worked requirements)

Our Commitment to Sustainability
With the Colgate brand in more homes than any other, we are presented with great opportunities and new challenges as we work to integrate sustainability into all aspects of our business and create positive social impact. We are determined to position ourselves for further growth as we act on our 2025 Sustainability & Social Impact Strategy.

Our Commitment to Diversity, Equity & Inclusion
Achieving our purpose starts with our people — ensuring our workforce represents the people and communities we serve —and creating an environment where our people feel they belong; where we can be our authentic selves, feel treated with respect and have the support of leadership to impact the business in a meaningful way.

Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please contact Application_Accommodation@colpal.com with the subject "Accommodation Request" should you require accommodation.

For additional Colgate terms and conditions, please click here.

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