Senior Manager, AI-Driven Consumer Engagement

Nestlé; Arlington (VA); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

401k with company match

Healthcare coverage

Performance-based incentives

Job summary

Nestlé USA is seeking a Senior Manager for Consumer Engagement Services (CES). The role translates consumer-experience strategy into high-quality, multi-channel execution and partners across Marketing, Quality, Regulatory, and external providers.

You will shape Voice of the Consumer insights, oversee CES operations, analytics, and crisis response while advancing AI-enabled engagement. The ideal candidate combines enterprise thinking with execution discipline, vendor influence, and strong

Qualifications

• Bachelor’s degree in Business Administration, Communications, Marketing, Psychology, or related field.
• 5+ years of leadership in Consumer Affairs/Engagement or related field; CPG experience preferred.
• Proven success leading teams and outsourcing service providers.
• Experience with CRM, contact-center platforms; familiarity with Salesforce Service Cloud, Amazon Connect, Sprinklr a plus.

Responsibilities

• Own the overall consumer engagement strategy across channels and translate priorities into plans.
• Lead Consumer Engagement and Consumer Care operations, including performance, quality, escalations, and financials.
• Mine consumer interactions for themes and translate into insights for various teams.
• Translate consumer data into recurring insights, trend reporting, and actionable recommendations.
• Drive AI-enabled consumer engagement and omnichannel expansion.
• Ensure CES practices meet quality, governance, and compliance standards.

Skills

Enterprise thinker

Consumer analytics

Vendor management

Stakeholder management

Change leadership

Communication

Education

Bachelor’s degree

Master’s degree preferred

Tools

Salesforce Service Cloud

Amazon Connect

Sprinklr

Job description

Nestlé USA is seeking a Senior Manager for Consumer Engagement Services (CES). The role translates consumer-experience strategy into high-quality, multi-channel execution and partners across Marketing, Quality, Regulatory, and external providers.

You will shape Voice of the Consumer insights, oversee CES operations, analytics, and crisis response while advancing AI-enabled engagement. The ideal candidate combines enterprise thinking with execution discipline, vendor influence, and strong