Why Colgate-Palmolive?

At Colgate-Palmolive, we are brightening the future of global consumer goods through digital innovation and technical empowerment. We aren't just making world-class products that put a smile on millions of faces—we are completely transforming how our consumers, professionals, and partners interact with our brands.

As our Technical Product Manager for Customer Service, you will be the architect behind our next-generation Sprinklr ecosystem. You'll help us brush away fragmented legacy systems and build a unified, GenAI-driven customer care platform. If you are ready to sink your teeth into AI bots, conversational analytics, and omnichannel engagement to keep our customer experiences sparkling clean, this is your stage.

Modernizing Global Customer Care

Operating within our Global Information Technology (GIT) organization, you will serve as the technical subject matter expert for the Sprinklr Service platform. You’ll bridge Digital Marketing, Brand teams, and IT engineering to deploy best-in-class AI tools—including GenAI Chat/Voice bots, Agent Co-Pilot, and Automated Quality Management across global markets.

This position is based out of the Piscataway, NJ location. Work visa sponsorship is not available for this position.

What you'll do

1. Sprinklr Platform Architecture & Technical Ownership

• Omnichannel Ecosystem: Function as the technical SME for the Sprinklr Service platform, driving configuration across voice, email, social care (Meta, X, TikTok), and chat.
• Technical Translation: Translate complex customer service business needs into detailed technical specifications, API workflows, and system requirements for engineering teams.

2. GenAI & Automation Innovation

• AI & Bot Deployment: Lead the rollout and proactive optimization of GenAI Chat/Voice bots, Agent Co-Pilot tools, and Automated Quality Management to empower agents and boost resolution speeds.
• MarTech Integration: Partner with Digital Marketing to connect social data activation channels with our broader MarTech stack (Salesforce Marketing Cloud, CDPs).

3. Data Strategy, Privacy & Governance

• Data Flow & Connector: Oversee data ingestion and transformation specs within the Sprinklr Unified Data Connector, ensuring rigid data quality and analytics setup.
• Privacy Controls: Maintain strict adherence to global compliance standards (GDPR, CCPA) across consumer data models and platform interactions.

4. Full Lifecycle Delivery & Stakeholder Alignment

• Agile Project Management: Own end-to-end delivery timelines from discovery, design, and solutioning through UAT, code freeze windows, and production release.

What You’ll Bring to the Team

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Analytics, or a related field.
• 5+ years of hands-on experience in IT or Digital Marketing delivering large, full-lifecycle cloud platform implementations.
• Strong foundation in data management, data modeling, API specs, and cloud architecture.

Preferred Qualifications

• Hands-on configuration experience with Sprinklr Service (Email, Social Care, Voice Connect, and Sprinklr AI modules).
• Exposure to Salesforce Marketing Cloud (SFMC), Customer Data Platforms (e.g., BlueConic), Snowflake, DOMO, or Postman API collections.
• Experience leading sprints in Agile/SCRUM environments while managing GDPR/CCPA consumer privacy guardrails.