Senior Manager, People Care

Why choose us?

Are you ready to take the next step in your career? Join us for an exciting opportunity at Albertsons Companies, where innovation and customer service go hand-in-hand!

At Albertsons Companies, we believe that supporting our 285,000+ associates should feel just as seamless, intuitive, and delightful as using your favorite consumer app. We are on a mission to completely reimagine the associate experience, and we’re looking for a high-energy, tech-savvy, customer-obsessed champion to help us build a world-class support engine. If you get a genuine kick out of solving complex problems, hate clunky processes, and believe that great customer service is a superpower, you’re exactly who we’re looking for.

To be clear: you won’t be bogged down in the day-to-day transactional grind of running a call center. Our team is already incredibly efficient and handles the heavy operational lifting. Instead, your mission is to be the ultimate strategic bridge, translator, and empathic listener between our US-side associates, business leaders, and that offshore engine. You’ll listen to on-the-ground feedback, spot the communication or cultural gaps, and translate expectations into seamless, high-quality service. You are the defender of the associate experience—the one who hears a systemic frustration and says, “Let’s make this better.”

We are a team obsessed with tech-forward, systemic solutions. If you’re the kind of person who looks at a repetitive manual task and immediately thinks, “There has to be a smarter, tech-enabled way to automate this,” you’ll fit right in. You will act as a process-improver and a systemic issue-solver, looking for modern ways to eliminate friction before it ever reaches an associate. This is your chance to bring your passion for stellar customer service and your digital-native instincts to a role where you can make a tangible, daily impact on hundreds of thousands of people.

Main responsibilities:

Complex Issue Resolution & Tech-Forward Problem Solving

- Tackle the Issues: Get your hands dirty when it matters most. When a major escalation or highly complex associate issue arises, you will jump in directly to investigate, listen with empathy, and resolve the issue with speed and care.
- Spot the Systemic Trends: Stop playing whack-a-mole with tickets. You will analyze escalation data to identify the root causes of recurring friction and design permanent, digital-first solutions that eliminate the problem at the source.
- Drive Self-Service Optimization: Partner closely with our technology and product teams to turn frequent associate questions into elegant, automated, and tech-enabled workflows, constantly moving toward frictionless, instant resolution for our associates.

Process Optimization & Stakeholder Translation (The “Ticketless” Experience)

- Design a “Ticketless” Front-End: We believe that an associate’s ticket number is their name. You will help us design and champion a support experience where associates never feel like they are “taking a number and waiting in line.” While tickets and workflows are a backend reality for tracking, the front-end experience should feel like instant resolution through smart tech or immediate, on-demand connection to a human expert.
- Listen and Act: Serve as the active listener and translator between US business leaders, HR stakeholders, and our service delivery teams. You will take complex, shifting business expectations and translate them into clear, actionable, and simplified operational processes.
- Ruthlessly Eliminate Friction: Continuously audit and streamline workflows through a customer-experience lens. You will identify redundant steps, simplify complex policies, and optimize support processes so they are intuitive and ready for modern digital enablement.
- Proactive Communication: Ensure that changes in US policies, benefits, or business operations are communicated proactively and seamlessly to our support teams, ensuring they are always equipped to deliver accurate, empathetic support from day one.

Strategic Liaison & Operational Governance

- The Strategic Bridge: Act as the primary US-based liaison and partner to our highly efficient contact center operations. While day-to-day queue management and transactional operations are handled directly within the contact center, you will build strong, collaborative relationships and exercise formal influence to align service delivery with US associate expectations.
- Reporting & Governance: Directly lead a small team of US-based specialists, while maintaining a dotted-line governance relationship with contact center leadership to ensure seamless, end-to-end support and consistent service quality.

How We Measure Success:

We don’t believe in vanity metrics. We don’t care how fast you close a ticket if the associate has to call back three times to get their actual problem solved. Instead, we measure what truly matters: the quality of the experience and the systemic elimination of friction.

- Associate Net Promoter Score (aNPS): This is our North Star. You will be measured on the actual sentiment of our associates. Did we resolve their issue with speed, accuracy, and empathy? Did they feel like a valued person, or just a ticket number?
- Self-Service Migration & Digital Adoption Rate: Success means building solutions that work so well associates prefer to use them. You will be measured on your ability to spot recurring friction trends and partner with tech teams to successfully migrate those issues into elegant, automated, self-service workflows.
- Complex Resolution Quality & Speed: For those issues that require a human touch, you will be measured on your team’s ability to investigate, resolve, and close the loop with high accuracy and zero friction.
- Escalation Deflection with Integrity: We want to reduce escalations because we solved the root cause systemically, not because we made it harder for associates to find help. Your goal is to drive down escalation rates by continuously improving our front-end digital tools and self-service options.
- Cross-Team Trust & Alignment Score: You will be measured on the strength and health of the relationship between US business leaders, HR stakeholders, and our service delivery teams—ensuring seamless communication, cultural alignment, and shared expectations.

Who You Are

We are not looking for a traditional HR policy purist who loves reading compliance manuals. We are looking for an operational leader, a tech-forward problem solver, and a champion for our associates. If your background is in modern Customer Experience (CX), Tech Support Operations, or progressive HR Operations, you’ll feel right at home here.

- Customer Service Obsessed: You have a proven track record (typically 5 plus years) in customer support operations, customer experience (CX), or hospitality-adjacent operations. You know what world-class service looks like, and you are passionate about bringing that same level of care to our internal associates.
- Tech-Forward & Digitally Native: You don’t just use technology; you look for ways to make it work for you. You have experience collaborating with product, tech, or IT teams to build, test, and optimize automated workflows, self-service portals, or digital support tools.
- The Problem Solver: You are comfortable jumping into the weeds to investigate complex, messy escalations. You have a high emotional intelligence (EQ) and are an empathic listener who can de-escalate tense situations and make people feel heard.
- Systemic Thinker: You don’t just close tickets; you kill them at the root. You have experience analyzing support data to spot trends, identify process bottlenecks, and design permanent digital solutions.
- Cross-Cultural Diplomat: You have experience working with global, remote, or offshore service delivery teams. You understand how to build trust, bridge communication gaps, and exercise formal influence across different cultures and time zones without needing direct operational control.
- People Leader: You have experience directly managing and coaching a team (US-based specialists in this role), with a passion for developing talent and fostering a high-energy, collaborative team culture.
- Agile & Adaptable: You thrive in fast-paced environments where change is the only constant. You are comfortable with ambiguity and love being part of a team that is actively rewriting the playbook.

We also provide a variety of benefits including:

- Competitive wages paid weekly
- Access to up to 50% of your earned wages before payday, via our partnership with Stream
- Associate discounts
- Health and financial well-being benefits for eligible associates (Medical, Dental, 401k and more!)
- Time off (vacation, holidays, sick pay). For eligibility requirements please visit myACI Benefits
- Leaders invested in your training, career growth and development
- An inclusive work environment with talented colleagues who reflect the communities we serve

Our Values – Click below to view video: ACI Values

A copy of the full job description can be made available to you.

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