Senior Consumer Complaints Quality Lead

Mars Incorporated in; Chicago (IL); On-site; USD 119,000 - 164,000; Full time

Benefits offered by this job

Company bonus

Job summary

Mars Snacking Accelerator in Chicago, IL, is seeking a Sr. Specialist, Consumer Complaints to manage the consumer complaint program, ensure data integrity, and drive quality improvements across Accelerator brands.

This onsite role supports regulatory compliance and customer satisfaction. You will analyze data, develop KPIs, lead investigations, and collaborate with Manufacturing, Quality, R&D, and Supply Chain to implement CAPAs.

Qualifications

• BS degree in Chemistry, Food Science, Food Safety, Engineering or related technical field.
• 3 years of food manufacturing experience in a role related to food safety or 5+ years in the relevant field.
• Strong knowledge of GMP, GLP, food safety regulations.
• Demonstrated leadership and ability to lead change.
• Ability to travel up to 20%.
• Demonstrated leadership capabilities in leading a team.

Responsibilities

• Lead the administration, coordination, and continuous improvement of the consumer complaint management program.
• Maintain and oversee complaint databases, systems, and processes.
• Analyze complaint data, metrics, and trends to identify issues and implement improvements.
• Develop, maintain, and report KPIs related to consumer complaints.
• Lead investigations and CAPAs to address root causes.
• Collaborate with Manufacturing, Quality, R&D, Procurement, and Supply Chain.

Skills

Quality systems

Leadership

Cross-functional collaboration

Analytical thinking

Communication skills

Education

BS degree in Chemistry, Food Science, Food Safety, Engineering or related technical field

Advanced degree in Chemistry, Food Science, Food Safety, Engineering or related technical field

Job description

Mars Snacking Accelerator in Chicago, IL, is seeking a Sr. Specialist, Consumer Complaints to manage the consumer complaint program, ensure data integrity, and drive quality improvements across Accelerator brands.

This onsite role supports regulatory compliance and customer satisfaction. You will analyze data, develop KPIs, lead investigations, and collaborate with Manufacturing, Quality, R&D, and Supply Chain to implement CAPAs.