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Consumer Care Program Manager

Program ManagerProgram ManagerFull TimeRemoteTeam 10,001+Since 1869H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

54 days ago

Salary

$104.1K - $149.6K / year

Bachelor Degree6 yrs expEnglish

Job Description

• 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.

Job 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.