Job Description:
The Consumer Care Systems and Knowledge Sr. Manager is a pivotal role within our organization, crafted for a dynamic subject matter expert in AI and Consumer Care systems and tech. In this exciting position, you will lead the transformation of our Consumer Care department into a data-driven, AI-powered center of excellence. You will identify business needs, develop compelling business cases, and oversee the deployment and continuous improvement of AI, data, analytics, knowledge management, and systems management.
As you collaborate with internal partners across Digital Innovation, Products, and Tech teams, you will help deliver an efficient and robust tech stack that empowers our agents to exceed Pet Parent expectations. You will also lead a talented team, consisting of a Systems and Knowledge Functional Expert and an Analyst, driving innovation and excellence in consumer care. If you are passionate about leveraging technology to enhance consumer experiences and inspire your team to achieve greatness, we want to hear from you!
What are we looking for?
Education & Experience: A Bachelor's degree in Public Relations, Marketing/Business, or a Science/Technology field is required. Candidates should have a minimum of 5+ years of experience in related fields such as customer service, technical services, consumer relations, or public relations.Expertise in Knowledge Management Systems: Candidates must possess a deep understanding of knowledge management systems and data systems, including Salesforce/Mars Pulse, Assembled, Maestro, Sprinklr, and Nexus.Strategic Thinker: We seek a collaborative leader who can drive systems optimizations and implement AI-driven solutions, such as chatbots, predictive analytics, and automated customer service tools.Passion for Consumer Care: Ideal candidates should be enthusiastic about enhancing Consumer Care experiences through continuous improvement in knowledge management, AI, data, and analytics.Thought Leadership: You will be expected to provide insights on emerging technologies, trends, and best practices in AI, knowledge management, and Consumer Experience within the CPG industry.Team Leadership: Experience in leading teams and managing cross-functional collaborations is essential to ensure alignment with business objectives.Nice-to-Have: Familiarity with project management methodologies and experience in budget management will be advantageous.What will be your key responsibilities?
Cross-Functional Collaboration: Work with various teams to identify business needs and opportunities for AI, data, and analytics applications in Consumer Care, ensuring alignment with Mars business objectives.Knowledge Management Framework: Establish and maintain a robust knowledge management process aimed at integrating a global knowledge database for PNNA.AI Systems Integration: Ensure seamless integration of AI systems with existing customer service platforms and CRM tools, while developing strategies for Consumer Care technology and knowledge.Performance Measurement: Develop KPIs to assess the effectiveness of AI, analytics, and knowledge management solutions, conducting regular performance reviews and leading optimization initiatives.Operational Oversight: Provide oversight for the day-to-day maintenance and operations of key systems and maintain relationships with vendor partners, including managing budgets and SOWs.Chat Bot Strategy Management: Lead the strategy for chatbots, including project management, insights, optimizations, and technological evolution to support programs like PetConnect.What can you expect from Mars?
Work with diverse and talented Associates, all guided by the Five Principles.Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.Best-in-class learning and development support from day one, including access to our in-house Mars University.An industry competitive salary and benefits package, including company bonus.#LI-LD1
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Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.