Technical Product Manager - Customer Service Applications

No relocation assistance offered. Work visa sponsorship is not available for this position.

About the Role

Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specializing in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world. Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet.

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 role is for you.

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.

Responsibilities

• 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.
• 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).
• 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.
• 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.

Requirements

• 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.

Pay

Salary Range: $115,200.00 - $174,000.00 USD. Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles.

Benefits

• Comprehensive benefits package, including medical, dental, vision, basic life insurance.
• Paid parental leave, disability coverage.
• Participation in the 401(k) retirement plan with company matching contributions (subject to eligibility requirements).
• Minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on hire date).
• Paid sick leave adjusted based on role and location in accordance with local laws.