Consumer Care Program Manager
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Job Description
Consumer Care Program Manager overseeing 3rd-party operations at the contact center. Managing program execution, technology leverage, and enhancing consumer experience in a prestigious food company.
Responsibilities:
- Manage and document all processes involved in 3rd-party operations at the contact center.
- Ensure effective program execution through policy and process documentation, training, monitoring, and process validation.
- Lead projects to streamline operations, support new product launches, and develop services that strengthen consumer communications.
- Leverage best practices and technology to enhance Consumer Experience and Contact Center productivity.
- Oversee CRM governance and strategy, ensuring system integrity, scalability, and alignment with business objectives.
- Provide leadership in developing and executing processes that ensure a successful consumer experience; build monitoring programs for vendor compliance.
- Ensure consistency of corporate and brand messaging across all consumer touchpoints.
- Develop, train, and execute work processes and escalation procedures for emerging trends and issues.
- Promote visibility of contact center systems and capabilities to internal stakeholders.
- Lead analysis and timely communication of relevant consumer information across various areas.
Requirements:
- 6+ years of experience in CRM administration with governance leadership.
- Background in CPG/food manufacturing and customer/consumer‑focused program management.
- Bachelor’s degree.
- Deep understanding of software development, lifecycles, and technologies.
- Proficiency in program management, including process development, documentation, verification, and continuous improvement.
- Knowledge of contact center operations.
- Proficiency with CRM case management systems (Zendesk, Astute, Salesforce).
- Strong technical writing skills for process and standards development.
- Knowledge of consumer experience concepts and care support programs.
- High level of communication, attention to detail, organization, and ability to work on multiple projects simultaneously.
- Ability to travel up to 20% of the time.
Benefits:
- Benefits begin on day one and include medical, dental, short and long-term disability, AD&D, and life insurance (for individual, families, and domestic partners).
- Employees are eligible for our matching 401(k) plan and can enroll on the first day of employment with immediate vesting.
- Unlimited sick time along with paid time off and holiday pay.
- Free access to the fitness center if in WHQ.
- Access to on-site day care (operated by Bright Horizons) and company store.
- Our “Campbell’s Cares” program matches employee donations and/or volunteer activity up to $1,500 annually.
- A variety of Employee Resource Groups (ERGs) to support employees.
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