Consumer Care Systems and Knowledge Sr. Manager

About the position

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!

Responsibilities

• 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.
• Establish and maintain a robust knowledge management process aimed at integrating a global knowledge database for PNNA.
• Ensure seamless integration of AI systems with existing customer service platforms and CRM tools, while developing strategies for Consumer Care technology and knowledge.
• Develop KPIs to assess the effectiveness of AI, analytics, and knowledge management solutions, conducting regular performance reviews and leading optimization initiatives.
• Provide oversight for the day-to-day maintenance and operations of key systems and maintain relationships with vendor partners, including managing budgets and SOWs.
• Lead the strategy for chatbots, including project management, insights, optimizations, and technological evolution to support programs like PetConnect.

Requirements

• A Bachelor's degree in Public Relations, Marketing/Business, or a Science/Technology field is required.
• Minimum of 5+ years of experience in related fields such as customer service, technical services, consumer relations, or public relations.
• Deep understanding of knowledge management systems and data systems, including Salesforce/Mars Pulse, Assembled, Maestro, Sprinklr, and Nexus.
• Collaborative leader who can drive systems optimizations and implement AI-driven solutions, such as chatbots, predictive analytics, and automated customer service tools.
• Enthusiastic about enhancing Consumer Care experiences through continuous improvement in knowledge management, AI, data, and analytics.
• Experience in leading teams and managing cross-functional collaborations to ensure alignment with business objectives.

Nice-to-haves

• Familiarity with project management methodologies.
• Experience in budget management.

Benefits

• 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.