Consumer Care Program Manager

Since 1869, we've connected people through food they love. We’re proud to be stewards of amazing brands that people trust. Our portfolio includes the iconic Campbell’s brand, as well as Cape Cod, Chunky, Goldfish, Kettle Brand, Lance, Late July, Pacific Foods, Pepperidge Farm, Prego, Pace, Rao’s Homemade, Snack Factory, Snyder’s of Hanover. Swanson, and V8. 

Here, you will make a difference every day. You will be supported to build a rewarding career with opportunities to grow, innovate and inspire. Make history with us.

Why Campbell’s…

• 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.

How You Will Make History Here…

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.

What You Will Do…

• 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.

Who You Will Work With…

• Third‑party contact center vendors and project teams across extended periods as part of account management and improvement initiatives.

• Internal corporate stakeholders and teams supporting Corporate, Meals & Beverages, and Snacks business units.

What You Bring to the Table… (Must Have)

• 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 manage