Job Title:  Systems Solutions Manager

Relocation Assistance Offered Within Country
# 154034 - Kansas City, Kansas, United States

Do you want to make a difference in the lives of people and their pets? What about having the opportunity to connect with others across the world, full of stimulating discussions, and making impactful contributions? If this is how you see your career, Hill’s is the place to be!

Hill’s Pet Nutrition is a multi billion dollar, global division of Colgate-Palmolive Company and the maker of Prescription Diet, Science Diet, and Healthy Advantage brand pet food. Our mission is to help enrich and lengthen the special relationships between people and their pets by providing the best leading-edge pet nutrition technology, products, and expertise to pet owners, veterinary professionals and other key pet professionals worldwide. Our company is a globally recognized Best Place to Work.

The Systems Solutions Manager leads the development, management and innovation process for the Hill's US Customer Experience Engagement Center (CXEC). This position drives the strategy for CXEC technology to improve customer experiences, create efficiencies and identify continuous improvement. The Systems Manager will work closely with CXEC Operations, Success Ops and the broader Digital team to clearly understand business strategies across diverse functional groups and what appropriate system integrations/solutions are needed for CXEC. This position also provides analysis to validate strategy and solutions for implementation. The role is responsible for technical process mapping, project management and being a key change agent.

NOTE: Hill's Corporate Offices will move to Overland Park, KS 4th quarter 2023. From candidate's date of hire to office-transition-date, the in-office days will be in our Topeka Corporate office in Topeka, KS. 

What you will do:

• Define and prioritize a well defined roadmap for CXEC. Identify & implement strategic system solutions to reduce cost, improve efficiencies and create catalysts for change, which includes understanding internal and industry trends of system solutions to develop best-in-class operations and customer experience.
• Lead teams to successful implementation of identified call center technologies utilizing project management tools, processes or methodologies. Provides direction and input that improves performance. Identifies best sources of data from the broad range of systems/sources to generate and validate analysis/insights.
• Lead business components of system projects end-to-end project efforts; develop and adhere to project plans/schedules and deliverable; ensure project timelines are appropriately managed throughout the project lifecycle.
• Serve as the principal business stakeholder with suppliers and vendors for CXEC technology solutions to include holding them accountable for performance, staying connected with updates, recommending technology improvement opportunities and exploring evolving service offerings. Work with Vendor manager and procurement to submit proposals for leadership approval and contract development.
• Identify results and lessons learned via continuous improvement reviews. Leads on-going change management for success of initiatives.
• Coordinate and facilitate team communication/flow of information and decision making on systems CXEC initiatives. Partners with functional leadership to ensure risks are appropriately identified and communicated. Conduct periodic project reviews with leadership.
• Assist GIT and CXEC Data Analytics team to solve system related issues, providing expertise and support for Root Cause Analysis and solutions. Proficient with testing new systems and upgrades for effective implementations.
• Participate as a key stakeholder and manager in the evolution of strategic initiatives of customer personalization (360 view of customer) and improved user experiences (internal and external).
• Serve on task forces and networks with digital system teams, digital product owners, Consumer Affairs and cross functional teams to identify and coordinate how other department’s changes integrate with CXEC systems and vice versa.
• Performs other duties as assigned
• Complies with all policies and standards

Required Qualifications

• Bachelor's Degree in Systems, Business Technology or related field
• At least 3 years of project management and/or leadership experience
• At least 3 years Systems related experience, including activities such as proposing, building, implementing, testing and supporting system technology. This can include platforms, data mapping and integration between systems.
• Subject matter expertise in systems - to include such platforms as SAP, C4C, NICE inContact (VCC) and other related platforms/systems to improve internal and/or external customer experiences and data analytics
• Strategic thinker able to translate systems/data language into business solutions
• Comfortable in navigating ambiguity in business requirements, technology options and product / site direction
• Functional/technical knowledge of Customer Experience frameworks to develop optimal solutions for internal and external users
• Strong organizational, project management and coordination skills
• Strong analysis and decision making
• Demonstrated ability to manage multiple projects simultaneously
• Excellent verbal, written and listening skills
• Well-developed interpersonal and presentation skills
• Ability to develop strong relationships with business partners and influence decision making. Able to gain business owners alignment in systems, data strategy and implementation
• Understanding of customers, consumers, operations and legal/retention guidelines

Preferred Qualifications

• At least 2 years leading system strategies for a call center environment
• At least 5 years relevant management experience

#LI-Hybrid

Salary Range $88,800 - $131,250 USD
Pay is based on several non discriminatory factors including but not limited to experience, education, skills and office location. In addition to your salary, Colgate-Palmolive offers a performance based bonus and competitive benefits package.

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.

Are you interested in working for Hill's Pet Nutrition? You can apply online and attach all relevant documents such as a cover letter and resume or CV. Applications received by e-mail are not considered in the selection process. Become part of our team. We look forward to your application.

Work that matters, fueled by passion for pets!  At Hill’s we have a purpose.  Every day around the world, we transform the lives of millions of pet families through pioneering innovation, amazing nutrition, and the best and brightest people. Founded more than 75 years ago with an unwavering commitment to pet nutrition, Hills' mission is to help enrich and lengthen the special relationships between people and their pets. 

HILL'S® Prescription Diet® therapeutic pet foods, HILL'S® Science Diet® and HILL'S® Ideal Balance™ wellness pet foods are sold worldwide. Hill’s is a division of Colgate-Palmolive, a leading global consumer products company, tightly focused on Oral Care, Personal Care, Home Care and Pet Nutrition, with sales of products in more than 200 countries.  To learn more about Hill's and Colgate, please visit http://www.hillspet.com and http://www.colgatepalmolive.com, or find us on LinkedIn, Facebook, Twitter and YouTube.

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.