Global Consumer Care Lead: Data-Driven, Cross-Functional

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

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.