Senior Customer Service Manager

Location : Hybrid – Hunt Valley, Maryland

About the Role:

We are seeking an experienced and consumer-focused Senior Manager, North America Consumer Affairs to lead and oversee consumer engagement operations across North America. This role is responsible for delivering exceptional consumer experiences while protecting and strengthening brand reputation through responsive, insight-driven communication and issue resolution.

The ideal candidate will bring strong leadership experience, customer experience expertise, analytical capabilities, and the ability to collaborate cross-functionally in a fast-paced consumer goods environment.

Key Responsibilities:

Lead and manage the North America Consumer Affairs team, including coaching, performance management, and team development.
Ensure high-quality consumer interactions across phone, email, social media, and digital communication channels.
Investigate and resolve complex consumer concerns while maintaining professionalism and empathy.
Analyze consumer feedback, identify trends, and provide actionable insights to internal stakeholders.
Partner closely with Quality, Marketing, Public Relations, Legal, R&D, IT, and Digital teams to improve products, processes, and consumer satisfaction.
Oversee consumer case management systems to ensure accuracy, compliance, and operational efficiency.
Drive continuous improvement initiatives and support technology upgrades related to consumer engagement platforms.
Manage relationships with third-party vendors and service providers.
Support brand reputation management through proactive issue identification and resolution.

Required Qualifications:

Bachelor’s degree in Business, Communications, or related field.
5+ years of experience in Consumer Affairs, Customer Experience, Customer Service, or related functions.
Proven leadership and team management experience.
Strong communication, analytical, and problem-solving skills.
Ability to handle sensitive consumer issues with diplomacy and professionalism.
Experience working in CPG, food manufacturing, or consumer products industry preferred.
Knowledge of culinary or cooking techniques is an advantage.

Preferred Skills:

Consumer Insights & Analytics
Customer Experience Management
Complaint Resolution
Stakeholder Management
Process Improvement
Team Leadership
Vendor Management
CRM / Case Management Systems
Cross-functional Collaboration
Brand Reputation Management

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Senior Customer Service Manager