Senior Manager, Consumer Assurance & Experience

Bridges Consumer Healthcare; Chattanooga (TN); On-site; USD 120,000 - 180,000; Full time

Job summary

Bridges Consumer Healthcare is seeking a Sr Manager of Consumer Assurance to lead enterprise capabilities across brands and channels, aligning consumer experiences with business goals.

In this role you will govern the knowledge management, partner with Marketing, Quality & Regulatory, Digital Commerce, and executive leadership, and manage the outsourced BPO relationships to drive continuous improvement and scalable growth.

Qualifications

• :Bachelor's degree required.
• :8–12+ years in Consumer Care or related leadership roles.
• Experience managing outsourced BPO relationships.
• Experience with CRM and case management platforms (e.g., Salesforce Service Cloud, Zendesk).
• Experience establishing knowledge management practices and governance.
• Experience evaluating emerging technologies including AI and automation.

Responsibilities

• Own the enterprise Consumer Assurance capability.
• Lead governance, the Business Operating Rhythm, and executive reporting.
• Manage the BPO relationship with performance SLAs and continuous improvement.
• Drive a consistent consumer experience across brands and channels.
• Partner across Marketing, Consumer Insights, Quality & Regulatory, and Digital Commerce to improve consumer outcomes.
• Establish governance for enterprise knowledge management.
• Maintain a trusted, accurate knowledge repository and improve content usability.
• Partner with technology providers to improve the consumer assurance ecosystem.
• Leverage CRM, case management, workflow automation, AI, and digital engagement capabilities.
• Own KPI reporting and dashboards and translate insights into actionable recommendations.

Skills

Strategic thinking

Executive communication

Influence without authority

Cross-functional collaboration

Operational excellence

Change leadership

Education

Bachelor's degree

Tools

Salesforce Service Cloud

Zendesk

Emplifi

Microsoft Dynamics

Gorgias

Job description

Bridges Consumer Healthcare is seeking a Sr Manager of Consumer Assurance to lead enterprise capabilities across brands and channels, aligning consumer experiences with business goals.

In this role you will govern the knowledge management, partner with Marketing, Quality & Regulatory, Digital Commerce, and executive leadership, and manage the outsourced BPO relationships to drive continuous improvement and scalable growth.