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!

• 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.