Associate Manager Consumer Care

Altria Group, Inc.; Richmond (VA); Hybrid; USD 105,000 - 152,000; Full time

Benefits offered by this job

Hybrid work model

Travel to Richmond, VA as needed

401(k) matching

Paid time off & holidays

Job summary

Altria Client Services is seeking an Associate Manager for Consumer Care in a hybrid role, based in Richmond, VA. Lead care delivery through third-party partners and shape care experiences across brand activations, leveraging AI and data-driven insights.

The ideal candidate has 5+ years in consumer care or marketing, experience managing outsourced care with SLAs, and strong analytics. Willingness to travel to Richmond, VA as needed and a focus on compliant, high-quality consumer interactions.

Qualifications

• Bachelor's degree in marketing or related field required.
• 5+ years in consumer care, consumer experience, or related areas.
• Experience managing outsourced care services and SLAs.
• Proficiency with CRM, case management, chat, and data platforms.

Responsibilities

• Lead consumer care end-to-end with third-party partners.
• Develop care channel strategy for brand activations and staffing.
• Own metrics: volume, forecast, first contact resolution, handle time, quality, satisfaction.
• Elevate issues to brand and operations with timely insights.

Skills

Consumer care experience

Analytics & dashboards

Agile / test & learn

Written & verbal communication

Cross-functional influence

AI in service environments

Education

Bachelor's degree in marketing or related field

Tools

CRM platforms

Case management platforms

Chat & social care tools

AI care solutions

Job description

Job Title: Associate Manager Consumer Care

Work Model: Hybrid

Company: Altria Client Services

State/Province:

Job Description:

Help us create better consumer experiences

Can one consumer interaction shape how people feel about a brand? In consumer care at a CPG company, the answer is yes. Whether someone reaches out with a question, complaint, or issue with an order, every interaction is a chance to build trust and strengthen brand loyalty. We’re looking for someone passionate about exceptional experiences and excited to help shape the future of consumer care.

As part of our Consumer Experience Organization, you will lead consumer care delivery through our third-party partners while helping define how care comes to life across brand activations. You will play a key role in advancing consumer experience through AI, data-driven insights, and emerging engagement channels. If you bring five or more years of experience in consumer care, consumer experience, or marketing and enjoy turning challenges into solutions, we would love to hear from you!

What you will be doing:

• Leading the consumer care experience end to end, making sure every interaction adult tobacco consumers 21+ have with our third-party care provider is fast, accurate and worth repeating.
• Developing the care channel strategy for brand marketing activations, ensuring campaign plans translate into staffing, scripting, knowledge resources, and channel readiness.

• Owning performance against important metrics and service levels: contact volume and forecasting, first contact resolution, handle time, quality scores and consumer satisfaction. Read the trends, then act on them.
• Building emerging capability with our partners: expanding AI care solutions, deepening consumer data integration between care and marketing journeys, and standing up new contact channels as consumer behavior shifts.
• Running quality and compliance with the same rigor as service, so consumer handling, age verification and record-keeping standards protect both the consumer and the brand.
• Turning care interactions into actionable insights by elevating critical issues, complaints, and consumer feedback to brand, product, and operations partners while they are still timely and relevant. Managing the relationship with service partners, including scope, budget, roadmap and continuous improvement plans.

What we want you to have:

• 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.

Nice to have:

• 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.

We are open to a remote work arrangement and ask for willingness to travel to Richmond, VA as needed.

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.