Senior Associate Manager, Consumer Care & AI CX

Altria Client Services LLC; Richmond (VA); Hybrid; USD 105,000 - 152,000; Full time

Job summary

Altria Client Services LLC is seeking a senior candidate to lead end-to-end consumer care experiences across brand activations and outsourced partners. The role focuses on fast, accurate consumer interactions for 21+ tobacco customers, with emphasis on AI, data-driven insights, and omnichannel engagement.

Responsibilities include shaping channel strategy, managing service levels, and driving performance metrics while collaborating with marketing, legal, IT, and operations.

Qualifications

• Bachelor's degree in marketing or a related field.
• 5+ years of experience with consumer care, consumer relations, contact center operations, marketing or project management.
• Hands-on experience running care services through an outsourced partner or BPO, including SLAs, 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. Comfortable in dashboards and data, using them to build focused plans.
• Experience in agile ways of working, including test and learn plans, pilots and iterative rollouts.
• Clear written and verbal communication, with ability 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.

Responsibilities

• Lead the consumer care experience end to end, ensuring fast, accurate interactions with third-party care providers.
• Develop the care channel strategy for brand activations, translating plans into staffing, scripting and resources.
• Own performance metrics: contact volume, forecasting, first contact resolution, handle time, quality scores, consumer satisfaction.
• Build capability with partners: expanding AI care solutions, data integration, and new contact channels.
• Run quality and compliance with safeguards for age verification and record-keeping.
• Turn care interactions into actionable insights and manage partner relationships on scope, budget, and roadmaps.

Skills

Strong analytics instincts

Clear written and verbal communication

Experience with agile ways of working

Stakeholder influence

Education

Bachelor's degree in marketing or a related field

Tools

CRM systems

Case management platforms

Knowledge bases

Chat and social care tools

Job description

Altria Client Services LLC is seeking a senior candidate to lead end-to-end consumer care experiences across brand activations and outsourced partners. The role focuses on fast, accurate consumer interactions for 21+ tobacco customers, with emphasis on AI, data-driven insights, and omnichannel engagement.

Responsibilities include shaping channel strategy, managing service levels, and driving performance metrics while collaborating with marketing, legal, IT, and operations.