Consumer Care Program Manager

Campbell's

24d

About The Position

The Consumer Care Program Manager is a corporate-based support role focused on managing and documenting all processes involved in 3rd‑party operations at the contact center. This includes ensuring effective program execution through policy and process documentation, training, monitoring, and process validation. The role leads projects to streamline operations, support new product launches, and develop services that strengthen consumer communications and protect the equity of Campbell Soup Company and its subsidiaries.

Requirements

• 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.

Nice To Haves

• 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

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.
• 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.

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.
• Giving back to the communities where our employees work and live is very important to Campbell’s. 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees