North America Operations Manager, Consumer Relations

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P&G is the largest consumer packaged goods company in the world. We have operations in over 75 countries, with 65 trusted brands that improve lives for 5 billion consumers worldwide. This brings many advantages, including the opportunity for our employees to enjoy a diverse and rewarding lifelong career filled with new and exciting challenges.

We believe great ideas emerge from the creative connections that happen between our talented employees, and we encourage diverse, multi-functional teams to work together to generate new ideas to address challenges we face.

The Opportunity

We are looking for a North America Operations Manager. This person should be a dynamic and passionate leader, with proven management experience in the customer service industry. You will join our Global Consumer Relations (GCR) organization located in Cincinnati, Ohio. In GCR, we are experts in consumer conversations, providing delightful experiences and directly influencing business strategy & growth, product design and insights generation. We are empowering P&G to become a Consumer Experience Company in North America!

We bring together consumer care expertise with a bias for innovation. We enable brands to win in the world of conversational commerce, offering both personally handled and self-serve conversational experiences to help our consumers when, how and where they choose to connect with us. We unleash the power of consumer engagement data and translate it into actionable value insights fueled by innovative technologies. We deliver exceptional service, guiding our consumers through the path to purchase, and growing business value and growth.

Job Description

You will lead the NA GCR Operations team, providing direction and governance to partners while meeting and exceeding consumer experience, service levels and innovation goals.

    * Effectively manage multiple agencies and suppliers to forecast, plan and execute with excellence each Category/brand consumer care strategic operational objectives and programs.

    * Responsible for Quality Assurance, Fulfillment, Stewardship, Business Continuity Planning and Crisis Management/Escalations supporting our North American contact center vendor partners, managing the daily consumer care operations.

    * Effectively manage a budget across multiple brands, agencies, partners and suppliers.

You will work with Quality Assurance, Legal, CCMO, and others, leading brand engagement and quality execution and support of all GCR services and solutions.

    * Understand brand/category Objectives, Goals, Strategies and Measures that clearly help to deliver growth while establishing and cultivating strong, long-term partnerships with these teams.

    * Deliver KPIs and service levels aligned with each brand/category, while providing strategic counsel on where and how to leverage GCR’s solutions and services portfolio.

You will build your skills every day and evolve your NA GCR organization capabilities enabling breakthrough contributions, employees’ satisfaction and rewarding, meaningful careers.

    * Coach and manage 2 direct reports.

    * Help partners to fully leverage their strengths and improve their opportunity areas. Elevate individual and team’s skills to successfully deliver present and future business needs.

    * Step-change contributions through individual accountability and role modelling of leadership and GCR behaviors (trust, curiosity, collaboration & focus).

    * Continually evaluate and grow partnership opportunities with new brands, key stakeholders and external partners.

The Ideal Candidate

    * Must display outstanding leadership and influencing skills to inspire and encourage their organization and partners to continue delivering the highest standard of consumer care, in a fast paced omnichannel world. 

    * Can build strong internal relationships with key business customers as an expert resource for end-to-end consumer contact handling.

    * Can help to simplify processes and drive quality improvements in consumer handling and collaboration. 

    * Can partner with vendors and advocate for consumers while collaborating with many stakeholders to implement processes, new business support, and additional services.

Required:

    * Bachelor’s degree or higher.

    * Strong written and oral communication skills with experience handling contact across multiple channels (Phone and email are required. Social Media and Chat are preferred.)

    * Experience working with vendors.

    * Experience having direct reports and managing their growth.

    * Call center experience where you heave lead other agents/advisors.

    * Demonstrated project management skills with the ability to manage and execute projects within given timeframe and constraints while working with multiple stakeholders.

    * Ability to take data and find and create actionable insights.

    * Reside within commutable distance to Cincinnati, Ohio or be able to relocate to Cincinnati area at your own cost.

Preferred:

    * Experience adhering to regulatory requirements in consumer contact handling.

    * Search engine optimization familiarity.

    * Artificial intelligence experience at a contact/call center is a huge plus.

    * Fulfillment and quality management/assurance experience.

The Value of a P&G Career

    * Ongoing coaching and career development – you will work with passionate people and have access to best in class training through our P&G Leadership Academy as well as day-to-day mentoring from your manager.

    * We provide a market-competitive salary benchmarked against the finest companies, so you'll be able to spend your generous vacation time doing more of the things you love with the people you love.

    * We offer a suite of benefits, including but not limited to: flexible working arrangements, generous paid vacation increasing with service, generous parental leave policies, group life insurance, health insurance, and dedicated support to help you find the right child care or elder care

    * Additional perks include discounted P&G products from our company shops and a discount platform offering you unbeatable savings on everything from groceries to exotic holidays

    * What's more, your financial package might include things like interest-free loans, a tax-advantageous share purchase plan, a contributory pension plan, and financial education and advisement on topics including purchasing real estate and generating wealth.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability status, age, sexual orientation, gender identity and expression, marital status, citizenship, HIV/AIDS status or any other legally protected factor.

Immigration sponsorship is not available for this role. As a general matter, Procter & Gamble does not sponsor candidates for nonimmigrant visas or permanent residency. However, Procter & Gamble may make exceptions on a discretionary basis. Any exceptions would be based on the Company's specific business needs at the time and place of recruitment as well as the particular qualifications of the individual.

Procter & Gamble participates in e-verify as required by law.

Qualified individuals will not be disadvantaged based on being unemployed.