Associate Manager Consumer Care

Bachelor's degree in marketing or a related field.

5+ years of experience with consumer care or consumer relations, contact center operations, marketing or project management.

Hands-on experience running care services through an outsourced partner or BPO, including service level agreements, quality monitoring, forecasting and staffing plans.

Working fluency with care and marketing technology, such as CRM and case management platforms, knowledge bases, chat and social care tools, order management systems and consumer data platforms.

Strong analytics instincts. You are comfortable in dashboards and data, and you use them to build focused plans rather than to report history.

Experience in agile ways of working, including test and learn plans, pilots and iterative rollouts.

A genuine passion for consumers and curiosity about what drives their behavior.

Clear written and verbal communication, and the credibility to influence without authority across marketing, legal, IT and external partners.

Comfort with ambiguity, change and emerging technology, especially the practical use of AI in service environments.

Consumer packaged goods experience, or any regulated category where consumer communication carries compliance requirements.

Experience launching or scaling AI-enabled care solutions, such as chatbots, agent assist tools, or automated case routing. Familiarity with ecommerce or direct-to-consumer fulfillment, promotional item logistics, or loyalty and rewards programs.

The starting salary is based on but not limited to experience, knowledge, and qualifications in determining compensation decisions. The Salary Range for this position is: $104,900.00 - $152,150.00.

Why You’ll Love Building Your Career at Altria

At Altria, we believe a great career starts with feeling supported — both at work and in life. Here’s what you’ll find here:

Work where connection and flexibility meet — enjoy the benefits of in-person collaboration three days a week (Tuesday - Thursday), while maintaining the flexibility to work remotely on Mondays and Fridays. Our hybrid approach empowers you to stay connected, collaborate with colleagues, and manage your schedule in a way that works best for you.

Own your time — start with 15 days of paid time off, 13 paid holidays, 2 floating holiday days, and a 37.5-hour workweek so you can recharge and live fully.

A place where you belong — where your ideas are welcomed, your growth is encouraged, and your impact is real.

Get recognized for your work — annual merit increases and performance bonus.

A future you can count on — 401(k) matching from day one; plus Deferred Profit Sharing, an annual company contribution in an amount equal to 13%–17% of your base salary.

Help with your goals — get help with student loan repayment assistance, attend a conference, or gain a new certification with professional development stipends.

Support for what matters most — comprehensive medical, dental, and vision coverage for you and your family.

Celebrating your milestones — paid parental and bonding leave for life’s biggest moments.

Wellness that goes beyond work — programs that care for your whole well-being at whatever stage you are in your life.

A culture that gives back — paid volunteer days and a shared commitment to making a difference.

At Altria, we offer more than benefits — we offer a career that fits your life, rewards your ambition, and celebrates your impact.

This position is not eligible for sponsorship.

Altria is a Fortune 500 company that has a leading portfolio of products for U.S. adult tobacco and nicotine consumers 21+. For decades we’ve been leaders in the tobacco industry, but the industry is evolving - and so are we. Our Vision is Moving Beyond Smoking™.

At Altria, we celebrate the power of diverse teams working together to shape our future. Each Altria company is an equal opportunity employer. We are committed to providing individuals with criminal records, including formerly incarcerated individuals and individuals with conviction records, a fair chance at employment. Join us as we work together to shape a better future for adult tobacco consumers, our employees, and our shareholders.

Altria is the parent company of Philip Morris USA, John Middleton, U.S. Smokeless Tobacco, Helix Innovations, and NJOY. Altria complements its tobacco portfolio with equity investments in Anheuser-Busch InBev and Cronos Group.

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