Assistant Manager of Consumer Care

Assistant Manager, Consumer Care

We are seeking an Assistant Manager of Consumer Care to support the day-to-day operations of a consumer care team. This position will partner with Consumer Care Managers and other internal and external stakeholders to maintain service quality, analyze consumer contact trends, improve processes, and help deliver an excellent consumer experience.

The ideal candidate is analytical, highly organized, and comfortable working with data while also building strong relationships with business partners. This position requires the ability to turn consumer feedback and operational data into meaningful insights and recommendations.

Work Environment: Part-time in-office up to 30 hrs. Pay rate is $20/hr DOE.

Responsibilities

• Support Consumer Care Managers with daily, weekly, and monthly operational activities.
• Maintain and update process documentation, procedures, contact information, exceptions, and internal partner resources.
• Partner with internal teams and external service providers to identify opportunities, troubleshoot issues, and improve processes.
• Regularly review consumer contact data to identify trends, patterns, anomalies, and potential areas of concern.
• Review consumer cases for quality, accuracy, and adherence to established procedures.
• Identify quality issues and communicate findings to appropriate internal stakeholders.
• Analyze data and develop actionable insights designed to improve the consumer and agent experience.
• Assist with meetings and discussions with business partners regarding performance, trends, services, and best practices.
• Maintain and update knowledge-base resources to ensure information is accurate and easily accessible.
• Support reimbursement and fulfillment processes, including digital and physical reimbursements.
• Collaborate with training, knowledge management, systems, and vendor partners to ensure information is communicated accurately and consistently.
• Assist with special projects and proactively identify opportunities to support team and company objectives.
• Develop a strong understanding of assigned products and business areas, including annual plans and initiatives, to anticipate potential changes in consumer contact volume.
• Use consumer feedback and data to help business partners identify opportunities and make informed decisions.
• Participate in relevant industry events as needed.
• Perform additional duties and projects as assigned.

Qualifications

• Bachelor's degree in a relevant field completed or in progress preferred.
• 3–5 years of experience in a customer-facing, consumer care, customer service, or related role.
• Strong written and verbal communication skills.
• Excellent organizational and prioritization skills.
• Strong analytical and critical-thinking abilities.
• Ability to analyze data, identify trends, and translate findings into clear recommendations.
• Strong interpersonal skills with the ability to communicate effectively with internal and external stakeholders at varying levels.
• Proficiency with Microsoft Office, particularly Excel and PowerPoint.
• Advanced Excel skills and comfort working with data.
• Ability to develop clear presentations and communicate data-driven insights.
• Consumer care or "customer experience" experience preferred.
• Account management experience is a plus.
• Prior experience analyzing customer or consumer data is a plus.
• Intellectual curiosity and a proactive, problem-solving mindset.