Senior Manager, People Care
About The Position
Are you ready to take the next step in your career? Join us for an exciting opportunity at Albertsons Companies, where innovation and customer service go hand-in-hand! At Albertsons Companies, we believe that supporting our 285,000+ associates should feel just as seamless, intuitive, and delightful as using your favorite consumer app. We are on a mission to completely reimagine the associate experience, and we’re looking for a high-energy, tech-savvy, customer-obsessed champion to help us build a world-class support engine. If you get a genuine kick out of solving complex problems, hate clunky processes, and believe that great customer service is a superpower, you’re exactly who we’re looking for. To be clear: you won’t be bogged down in the day-to-day transactional grind of running a call center. Our team is already incredibly efficient and handles the heavy operational lifting. Instead, your mission is to be the ultimate strategic bridge, translator, and empathic listener between our US-side associates, business leaders, and that offshore engine. You’ll listen to on-the-ground feedback, spot the communication or cultural gaps, and translate expectations into seamless, high-quality service. You are the defender of the associate experience—the one who hears a systemic frustration and says, “Let’s make this better.” We are a team obsessed with tech-forward, systemic solutions. If you’re the kind of person who looks at a repetitive manual task and immediately thinks, “There has to be a smarter, tech-enabled way to automate this,” you’ll fit right in. You will act as a process-improver and a systemic issue-solver, looking for modern ways to eliminate friction before it ever reaches an associate. This is your chance to bring your passion for stellar customer service and your digital-native instincts to a role where you can make a tangible, daily impact on hundreds of thousands of people.
Requirements
- Proven track record (typically 5 plus years) in customer support operations, customer experience (CX), or hospitality-adjacent operations.
- Experience collaborating with product, tech, or IT teams to build, test, and optimize automated workflows, self-service portals, or digital support tools.
- Comfortable jumping into the weeds to investigate complex, messy escalations.
- High emotional intelligence (EQ) and are an empathic listener who can de-escalate tense situations and make people feel heard.
- Experience analyzing support data to spot trends, identify process bottlenecks, and design permanent digital solutions.
- Experience working with global, remote, or offshore service delivery teams. You understand how to build trust, bridge communication gaps, and exercise formal influence across different cultures and time zones without needing direct operational control.
- Experience directly managing and coaching a team (US-based specialists in this role), with a passion for developing talent and fostering a high-energy, collaborative team culture.
- Thrive in fast-paced environments where change is the only constant. You are comfortable with ambiguity and love being part of a team that is actively rewriting the playbook.
Nice To Haves
- Modern Customer Experience (CX), Tech Support Operations, or progressive HR Operations background.
Responsibilities
- Tackle the Issues: Get your hands dirty when it matters most. When a major escalation or highly complex associate issue arises, you will jump in directly to investigate, listen with empathy, and resolve the issue with speed and care.
- Spot the Systemic Trends: Stop playing whack-a-mole with tickets. You will analyze escalation data to identify the root causes of recurring friction and design permanent, digital-first solutions that eliminate the problem at the source.
- Drive Self-Service Optimization: Partner closely with our technology and product teams to turn frequent associate questions into elegant, automated, and tech-enabled workflows, constantly moving toward frictionless, instant resolution for our associates.
- Design a “Ticketless” Front-End: We believe that an associate’s ticket number is their name. You will help us design and champion a support experience where associates never feel like they are “taking a number and waiting in line.” While tickets and workflows are a backend reality for tracking, the front-end experience should feel like instant resolution through smart tech or immediate, on-demand connection to a human expert.
- Listen and Act: Serve as the active listener and translator between US business leaders, HR stakeholders, and our service delivery teams. You will take complex, shifting business expectations and translate them into clear, actionable, and simplified operational processes.
- Ruthlessly Eliminate Friction: Continuously audit and streamline workflows through a customer-experience lens. You will identify redundant steps, simplify complex policies, and optimize support processes so they are intuitive and ready for modern digital enablement.
- Proactive Communication: Ensure that changes in US policies, benefits, or business operations are communicated proactively and seamlessly to our support teams, ensuring they are always equipped to deliver accurate, empathetic support from day one.
- The Strategic Bridge: Act as the primary US-based liaison and partner to our highly efficient contact center operations. While day-to-day queue management and transactional operations are handled directly within the contact center, you will build strong, collaborative relationships and exercise formal influence to align service delivery with US associate expectations.
- Reporting & Governance: Directly lead a small team of US-based specialists, while maintaining a dotted-line governance relationship with contact center leadership to ensure seamless, end-to-end support and consistent service quality.
Benefits
- Competitive wages paid weekly
- Access to up to 50% of your earned wages before payday, via our partnership with Stream
- Associate discounts
- Health and financial well-being benefits for eligible associates (Medical, Dental, 401k and more!)
- Time off (vacation, holidays, sick pay)
- Leaders invested in your training, career growth and development
- An inclusive work environment with talented colleagues who reflect the communities we serve
- Medical
- Dental
- 401k
- Vision
- Disability and life insurance
- Sick pay
- PTO/Vacation Pay or Flexible Time Off
- Paid holidays
- Bereavement pay
- Retirement benefits (pension and/or 401k eligibility)
- Quarterly bonus
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
