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!

The Sr. Specialist Customer Complaints is responsible for the maintenance, coordination, and continuous improvement of Mars Snacking/Accelerator consumer complaint management program, ensuring the accurate collection, analysis, reporting, and utilization of consumer feedback to drive product quality excellence and consumer satisfaction. This role serves as the customer care resource and primary steward of consumer complaint data, metrics, and reporting processes for the Accelerator brands, and transforming consumer insights into actionable recommendations that support quality improvement, risk mitigation, and business decision-making. The position oversees consumer complaint program requirements, including complaint intake processes, data integrity, trend analysis, investigation protocols, performance metrics, and cross-functional reporting to improve Q&FS for the Accelerator brands across Mars Snacking NA region

What will be your key responsibilities?

• 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 analysis of complaint-related samples, production records, ingredient information, and manufacturing data to support investigations.
• Recommend, track, and verify corrective and preventive actions (CAPAs) to address identified root causes and reduce recurring complaints.
• Support ingredient and supplier-related investigations by assessing complaint patterns, ingredient variability, and potential impacts on finished product quality and consumer satisfaction.
• Prepare and communicate routine and ad hoc reports, dashboards, and presentations that summarize consumer complaint performance, trends, risks, and improvement opportunities for management and stakeholders.
• Collaborate with cross-functional teams to implement complaint reduction strategies and continuous improvement initiatives that enhance product quality and consumer experiences.
• Ensure complaint handling practices align with company policies, regulatory requirements, customer expectations, and industry best practices.
• Monitor the effectiveness of complaint management processes and recommend system, process, and reporting enhancements to improve efficiency and decision-making.
• Provide technical expertise and consultation regarding complaint classification, investigation methodologies, root cause analysis, and quality risk assessment.
• Support audits, inspections, and compliance reviews by providing complaint program documentation, metrics, investigation records, and evidence of corrective actions.
• Train and coach stakeholders on consumer complaint processes, data management requirements, investigation standards, and reporting expectations.
• Maintain documentation and records associated with consumer complaint investigations, trend analyses, corrective actions, and program performance in accordance with company and regulatory requirements.
• Leverage consumer complaint insights, quality data, and business intelligence tools to identify opportunities for product, ingredient, packaging, and process improvements that strengthen consumer confidence and brand equity.

What are we looking for?

Minimum Qualifications

• BS degree in Chemistry, Food Science, Food Safety, Engineering or related technical field
• 3 years of food manufacturing experience in a responsible position related to food safety or Quality and food safety management system and or a combination of education and 5+ years demonstrated success in relevant field

Preferred Qualifications

• Advanced degree in Chemistry, Food Science, Food Safety, Engineering or related technical field
• 2 years of food plant experience in a responsible position related to food safety or Quality and food safety management system
• Demonstrated leadership capabilities in leading a team
• Demonstrated leadership of robust internal audit program
• Demonstrated success with Food safety risk, identification and management, HACCP and prerequisite controls
• Proven application of quality tools, food science, and statistics
• Demonstrated capability to manage multiple priorities
• Proven leadership within a team and demonstrated ability to lead change
• Exhibited understanding of GMP, GLP, food allergens, pest control, sanitation, and food safety regulations
• Expert knowledge of Food Safety Standards, procedures and legislation
• Ability to work effectively in cross functional teams
• Strong written and verbal communication skills. Strong presentation Skills

Preferred:

• Demonstrated success with Food safety risk, identification and management, HACCP and prerequisite controls

• Ability to travel up to 20% of the time

What can you expect from Mars?

• Work with diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• A strong focus on learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

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The base pay range for this position at commencement of employment is between the range listed below, however, base pay offered may vary depending on multiple individualized factors, including but not limited to job-related knowledge, skills, and experience. The total compensation package for this position will include variable pay, medical and dental benefits, participation in 401k plan, and paid time off benefits. Details of participation in these benefit plans will be provided if an applicant receives an offer of employment.