The Campbell's Company · 17 hours ago
Consumer Care Program Manager
United States
Full-time
Remote
Mid, Senior Level
$104K/yr - $150K/yr
6+ years expThe Campbell's Company, a well-established food brand, is seeking a Consumer Care Program Manager. This role focuses on managing and documenting processes at the contact center, ensuring effective program execution and leading projects to enhance consumer communications and operational efficiency.
Food and BeverageFood ProcessingManufacturingMeat and PoultryRecipesSnack Food
Responsibilities
Leverage best practices and technology to deliver a unique and fulfilling consumer experience while safeguarding Campbell’s business and brand reputation
Evaluate and champion emerging technologies, including AI-driven solutions, to enhance Consumer Experience and Contact Center productivity
Oversee CRM governance and strategy, ensuring system integrity, scalability, and alignment with business objectives
Lead the development and governance of performance dashboards and data integrity reports using Zendesk Analytics and Power BI
Provide leadership in developing and executing processes that ensure a successful consumer experience; build monitoring programs to ensure vendor compliance
Ensure consistency of corporate and brand messaging across all consumer touchpoints and drive continuous improvement in all consumer communications
Develop, train, and execute work processes and escalation procedures that enable quick and decisive action on 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 areas such as product quality, food safety, packaging, nutrition, promotions, and emerging trends
Assess and resolve systemic inefficiencies, proactively managing Consumer Care systems and shifting business demands
Oversee data and knowledge asset strategy: define and enforce policies and practices that maximize data value, integrity, and accessibility
Design and optimize omnichannel workflows to support consumer engagement across Chat, email, phone, SMS, and social media. Leverage AI
Lead strategic development and execution of processes for sensitive consumer complaints, including threats, media, food safety, retrievals, recalls, and private label issues
Direct project teams and individuals for assigned initiatives, though the role does not have direct reports
Qualification
Required
6+ years of experience in CRM administration with governance leadership, along with 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
Strong problem‑solving, judgment, and decision‑making abilities; ability to handle sensitive and proprietary information appropriately
Proficiency with Microsoft Office and strong computer literacy (including SharePoint)
Ability to travel up to 20% of the time
Preferred
Educational focus in operations and/or quality management
Experience with digital asset management tools (e.g., ReviewBox, Where‑to‑Buy software)
Assertive, collaborative communication style with strong influence, political savvy, and ability to manage internal/external relationships effectively
Experience with Asana
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.
Campbell’s offers unlimited sick time along with paid time off and holiday pay.
If in WHQ – free access to the fitness center.
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.
Campbell’s has a variety of Employee Resource Groups (ERGs) to support employees.
Company
The Campbell's Company
Since 1869, we’ve been connecting people through food they love. Our history was created by remarkable people, ideas and innovations.
10001+ employees
H1B Sponsorship
The Campbell's Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (11)
2023 (4)
2022 (14)
2021 (2)
2020 (17)
Funding
Current Stage
Public CompanyTotal Funding
$3.4MKey Investors
U.S. Department of Agriculture
2024-10-28Grant· $3.4M
1954-11-16IPO
Leadership Team
Kelly Palumbo
SVP, Controller and Chief Accounting Officer
R
Rebecca Gardy
Senior Vice President and Chief Investor Relations Officer
Recent News
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