Associate Manager, Consumer Care & AI Enablement

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

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.