Sr. Specialist, Consumer Complaints

Job Description:

Title
:
Sr Specialist, Consumer Complaints

Location: Chicago, IL

Workstyle
:
Onsite

Mars Snacking does not sponsor visas for this role. This position is not eligible for relocation benefits

Accelerator, a global Division of Mars Snacking, is on the front line of unlocking growth across high-potential categories and brands to fuel what’s next for Snacking. It’s home to both emerging and enduring brands, including KIND, TRÜ FRÜ, NATURE’S BAKERY, RXBAR, EGGO, POP-TARTS and RICE KRISPIE TREATS. Combining the scale of Mars with the agility of a start-up, our Division has the ambition to accelerate the future of snacking by delivering products consumers love today, discovering category-shaping innovations for tomorrow and developing entrepreneurial teams whose impact will last for generations.
We’re looking for passionate talent who dare to dream big, agile collaborators who talk straight and decide fast, and driven performers with a growth mindset. We’re proudly part of Mars, while also building something boldly different. If this inspires and energizes you, you’ve found the right place where you can do cool things with fun people for one of the biggest snacking companies in the world!

• Lead the administration, coordination, and continuous improvement of the company's consumer complaint management program to support quality objectives, consumer satisfaction, and regulatory compliance.
• Maintain and oversee consumer complaint databases, systems, and processes to ensure the accuracy, completeness, integrity, and consistency of complaint data.
• Analyze consumer complaint data, metrics, and trends to identify emerging issues, recurring concerns, and opportunities for product, ingredient, process, and packaging improvements.
• Develop, maintain, and report key performance indicators (KPIs) related to consumer complaints, including complaint rates, trend analyses, resolution timelines, severity classifications, and corrective action effectiveness.
• Serve as the primary quality representative for consumer complaint investigations, ensuring timely assessment, prioritization, escalation, and resolution of complaints.
• Lead root cause investigations related to product quality, ingredient performance, sensory concerns, packaging defects, manufacturing deviations, foreign material allegations, and consumer experience issues.
• Partner with Manufacturing, Quality, Research & Development, Procurement, Supply Chain, Regulatory, Consumer Affairs, and Supplier Quality teams to identify, investigate, and resolve product and ingredient-related concerns.
• Lead the administration, coordination, and continuous improvement of the company's consumer complaint management program to support quality objectives, consumer satisfaction, and regulatory compliance.
• Maintain and oversee consumer complaint databases, systems, and processes to ensure the accuracy, completeness, integrity, and consistency of complaint data.
• Analyze consumer complaint data, metrics, and trends to identify emerging issues, recurring concerns, and opportunities for product, ingredient, process, and packaging improvements.
• Develop, maintain, and report key performance indicators (KPIs) related to consumer complaints, including complaint rates, trend analyses, resolution timelines, severity classifications, and corrective action effectiveness.
• Serve as the primary quality representative for consumer complaint investigations, ensuring timely assessment, prioritization, escalation, and resolution of complaints.
• Lead root cause investigations related to product quality, ingredient performance, sensory concerns, packaging defects, manufacturing deviations, foreign material allegations, and consumer experience issues.
• Partner with Manufacturing, Quality, Research & Development, Procurement, Supply Chain, Regulatory, Consumer Affairs, and Supplier Quality teams to identify, investigate, and resolve product and ingredient-related concerns.
• Evaluate complaint trends and supporting quality data to determine potential risks to product quality, food safety, brand reputation, and consumer trust.
• Coordinate the collection, review, and…