Sr Consumer Assurance Manager

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 a purpose-driven consumer healthcare company on a mission to improve people's lives through brands they trust every day. Our portfolio spans pain relief, women's health, and everyday wellness — including trusted brands like ecoNugenics, ThermaCare, KT Tape, Lipo-Flavonoid, and Cystex. With a diverse portfolio, we compete across OTC, supplements, and medical devices with brands that have deep consumer equity and meaningful runway ahead of them.

We're builders. We operate with the conviction and agility of a company that treats every brand like it has something to prove — moving fast, investing behind what works, and building a team that is as ambitious as the brands we steward.

Role Overview

The Sr Manager of Consumer Assurance is responsible for leading Bridges' enterprise Consumer Assurance capability. This role provides strategic and operational leadership across brands and channels while ensuring a consistent, consumer-centric experience aligned with business objectives.

The Sr Manager of Consumer Assurance ensures people, processes, technology, and strategic partners work together to deliver a scalable operating model. The role oversees governance, strategic partner management, knowledge management, performance management, digital consumer engagement, and continuous improvement, while partnering closely with Marketing, Consumer Insights, Quality & Regulatory, Digital Commerce, and executive leadership.

Key Responsibilities

Primary Responsibilities

• Own the enterprise Consumer Assurance capability.
• Lead governance, the Business Operating Rhythm, and executive reporting.
• Serve as business owner for the BPO relationship, including performance, service levels, 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.

Knowledge Management & Operational Excellence

• Establish governance for enterprise knowledge management.
• Maintain a trusted, accurate, and accessible knowledge repository.
• Drive continuous improvement of knowledge content, searchability, and agent usability.
• Ensure knowledge supports operational consistency, regulatory compliance, and future AI capabilities.

Technology and Innovation

• Partner with technology providers to continuously improve the Consumer Assurance technology ecosystem.
• Leverage CRM, case management, workflow automation, AI, and digital engagement capabilities to improve the consumer and agent experience.
• Ensure investments support business objectives, operational scalability, and future growth.

Performance and Consumer Insights

• Own KPI reporting and operational dashboards.
• Partner with Consumer Insights to translate Voice of the Consumer into actionable business recommendations.
• Identify trends and improvement opportunities using operational and consumer data.

Required Qualifications

• Bachelor's degree required
• 8–12+ years of progressive experience in Consumer Care or Assurance, Customer Service, Contact Center Operations, Consumer Experience, or related leadership roles.
• Experience managing outsourced BPO relationships.
• Experience with CRM and case management platforms (e.g., Emplifi, Salesforce Service Cloud, Zendesk, Microsoft Dynamics, Gorgias, or similar), including workflow optimization, reporting, and operational governance.
• Experience establishing knowledge management practices and governance.
• Demonstrated ability to evaluate and leverage emerging technologies—including AI, automation, knowledge management, and digital engagement tools to improve operational efficiency and the consumer experience.

Preferred Qualifications

• Experience in consumer packaged goods, healthcare, OTC, or other regulated industries preferred.
• Advanced degree preferred

Essential Skills Needed

• Strategic thinking
• Executive communication
• Influence without authority
• Cross-functional collaboration
• Operational excellence
• Change leadership

Physical Requirements

• In-office position at Bridges Consumer Healthcare's Chattanooga, TN headquarters
• Must be able to remain in a stationary (sitting or standing) position for approximately 80% of the workday
• Must be able to operate a computer keyboard, mouse and other standard office equipment
• Must be able to view a computer monitor of display screen for detailed tasks for majority of the workday
• Must be able to communicate clearly by phone, video or in person

This description is representative but not inclusive of all position responsibilities. Associates may be asked from time to time to complete tasks not listed within the contents of this document, but that are relevant to the goals of the business.

Regulatory Compliance

Americans with Disabilities Act

The company recognizes its responsibility to ensure that all qualified candidates (defined as individuals who can perform all essential job functions) are considered equally for employment and is prepared to make reasonable accommodations to ensure that disabled employees or candidates are not disadvantaged in the candidate selection process.

Civil Rights Act of 1964, Title VII

The company recognizes its responsibility to ensure that all qualified candidates receive equal employment opportunities in the role regardless of race, color, religion, gender, sexual orientation, age, or national origin.

Fair Labor Standards Act (as amended in 2004)

This role has been classified as exempt from consideration under current FLSA overtime requirements.