Senior Manager, AI-Driven Consumer Engagement

Nestle; Solon (OH); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

401k with company match

Healthcare coverage

Job summary

Nestlé USA is seeking a Senior Manager, Consumer Engagement Services (CES) to translate brand experience strategy into consistent multi-channel execution. You will shape Voice of the Consumer, turning feedback into insights that drive quality, risk management, and performance.

The role partners with Marketing, Quality, Regulatory, and TAG, overseeing CES operations, vendor performance, and analytics. A strategic, enterprise-minded leader with a calm, decisive approach in high-stakes situations

Qualifications

• Bachelor’s degree in Business Administration, Communications, Marketing, Psychology, or related field.
• 5+ years of leadership experience in Consumer Affairs/Engagement or related field.
• Experience leading and developing teams and managing outsourced service providers.

Responsibilities

• Own the overall consumer engagement strategy and translate priorities into plans and measures.
• Lead CES operations across phone, email, chat, social, and other channels.
• Mine consumer interactions to identify themes and translate signals into insights.
• Lead analysts to produce recurring insights and actionable recommendations for multiple teams.
• Drive AI and omnichannel expansion and oversee vendor performance and quality.

Skills

Leadership

Consumer analytics

Vendor management

Cross-functional leadership

Crisis management

Stakeholder management

Communication

Project management

Education

Bachelor’s degree

Master’s degree preferred

Tools

Salesforce Service Cloud

Amazon Connect

Sprinklr

AI-enabled services

Job description

Nestlé USA is seeking a Senior Manager, Consumer Engagement Services (CES) to translate brand experience strategy into consistent multi-channel execution. You will shape Voice of the Consumer, turning feedback into insights that drive quality, risk management, and performance.

The role partners with Marketing, Quality, Regulatory, and TAG, overseeing CES operations, vendor performance, and analytics. A strategic, enterprise-minded leader with a calm, decisive approach in high-stakes situations