Global Consumer Care Lead – Accelerator

Randstad USA; Chicago (IL); On-site; USD 120,000 - 170,000; Full time

Job summary

Randstad USA seeks a global Consumer Care Lead in Chicago to bridge consumer care operations with Quality, Marketing, and Corporate Affairs. You will shape the consumer experience, optimize service operations, and advocate for consumer needs in everyday business decisions.

The role emphasizes data-driven strategy, cross-functional collaboration, and vendor management, with growth potential into a permanent position within a global organization.

Qualifications

• Experience in or with Contact Center and Consumer Care, liaising to wider business teams.
• Experience with Salesforce Service Cloud is a major plus; familiarity with BI/reporting tools and contact center platforms is essential.
• Strong skills in consumer communications, issue and crisis management, remote team management, and change management.
• Ability to translate complex contact center data into clear, actionable insight reports for non-care stakeholders.
• Self-starter with ownership mindset and collaborative style to navigate challenges.

Responsibilities

• Drive Strategy: use data-led insights to elevate the end-to-end consumer journey and inform decisions.
• Bridge Teams: build cross-functional networks to ensure care reps have tools to deliver great service.
• Manage Partner Relationships: oversee external contact center vendors to align with quality metrics.
• Lead Through Change: partner with senior leadership during growth and brand integration, sharing consumer insights.

Skills

Contact Center Leadership

Consumer Communications

Issue/Crisis Management

BI & Metric Reporting

Tools

Salesforce Service Cloud

Job description

• Job Type: Full-Time (40 hours/week, Monday–Friday) | Temp-to-Perm (6 to 12-month contract with direct conversion potential)
• Key Skills & Systems: Contact Center Leadership, Consumer Communications, Salesforce Service Cloud (preferred), Issue/Crisis Management, BI & Metric Reporting

Welcome to Your Next Great Career Move!

Randstad, in partnership with our client, is seeking a collaborative, strategic, and user-centric Global Consumer Care Lead to join a dynamic team in Chicago.

If you thrive on building meaningful professional relationships, championing the voice of the consumer, and driving continuous improvement in a supportive, people-first culture, this opportunity is built for you! This position offers a fantastic way to step into a global organization, make a tangible daily impact, and build strong connections for long-term career growth.

What You Will Do

As the Global Consumer Care Lead, you will serve as a vital bridge between consumer care operations and broader business units, including Quality, Marketing, and Corporate Affairs. You will help shape overall consumer experiences, optimize service operations, and advocate for consumer needs in everyday business decisions.

• Drive Strategy: Use data-led insights to elevate the end-to-end consumer journey, streamline ways of working, and represent consumer sentiment in key decisions.
• Bridge Teams: Build strong cross-functional networks across internal teams to break down silos and ensure care representatives are equipped to deliver great service.
• Manage Partner Relationships: Oversee external contact center vendor partners to ensure seamless operational support and alignment with quality and service metrics.
• Lead Through Change: Partner with senior leadership during exciting growth and brand integration phases, sharing valuable consumer insights with quality and crisis management teams.

What We Are Looking For

• Experience: Background working within or alongside Contact Center and Consumer Care environments, specifically acting as a liaison to wider business teams.
• Technical Aptitude: Experience with Salesforce Service Cloud is a major plus! Familiarity with BI/reporting tools and standard contact center platforms is essential.
• Core Competencies: Strong skills in consumer communications, issue and crisis management, remote team management, and change management.
• Communication Skills: Ability to translate complex contact center data into clear, actionable insight reports for non-care stakeholders.
• Mindset: A self-starter with a high sense of ownership, a collaborative style, and a proven ability to navigate complex challenges.

Why You Will Love Working Here

• A Culture of Collaboration: Join an inclusive environment where your voice is valued and cross-team partnership is standard practice.
• Impactful Work: Take ownership of high-visibility accelerator initiatives and integration efforts that directly shape brand experiences.
• Career Growth: Receive guidance and coaching from experienced leadership with direct potential to convert into a permanent role.