Associate Connection Center

Have you ever enjoyed Arnold®, Brownberry® or Oroweat® bread? A Thomas’® English muffin or bagel? Or perhaps snacked on a Sara Lee®, Entenmann’s® or Marinela® cake or donut? If the answer is yes, then you know Bimbo Bakeries USA! More than 20,000 associates in bakeries, sales centers, offices and on sales routes work to ensure our consumers have the freshest products at every meal. In addition to competitive pay and benefits, we provide a safe and inclusive work environment that appreciates diversity, promotes development and allows our associates to be their authentic selves. #LI-NP1 Come join the largest baking company in the world and our family of 20,000 associates nationwide! Top Reasons to Work at Bimbo Bakeries USA: Salary Range: $56,500 - $73,400 Annual Bonus Eligibility Comprehensive Benefits Package Paid Time Off 401k & Company Match Position Summary: The Associate Manager, Consumer Relations – Sales Ticketing & Quality Oversight is responsible for end-to-end management, governance, and quality assurance of the Sales Ticketing process. This role ensures accurate case handling, proper bakery assignment, and timely resolution of customer issues, while maintaining high standards of data integrity, compliance, and customer communication. This position plays a critical role in safeguarding brand reputation by overseeing quality alerts, internal complaint processes, and customer response communications, while holding cross-functional partners accountable for timely and effective follow-up. Key Responsibilities: Sales Ticketing Process Management Own and manage the end-to-end Sales Ticketing workflow, including intake, prioritization, routing, escalation, and closure Ensure tickets are accurately assigned to the correct bakery, OSL/MSL, or responsible party Monitor SLA adherence and ensure escalation protocols are followed for unresolved tickets (e.g., 48-hour escalation standards) Maintain complete visibility and reporting across all ticket activity, trends, and outcomes Identify process gaps and implement improvements to streamline execution and reduce errors Quality Assurance & Front-Line Oversight Review and audit work completed by front-line Consumer Relations associates to ensure: Accurate case categorization Correct bakery assignment Proper documentation and case notes Develop and maintain quality standards and audit processes to minimize errors Partner with training teams to reinforce standards and address recurring issues Quality Alerts & Risk Monitoring Monitor complaint trends and identify patterns requiring escalation Issue quality alerts when thresholds are met (e.g., repeated complaints or product issues) Partner with bakeries, QA, and operations teams to drive root cause analysis and corrective actions Track and report on quality alert outcomes and resolution effectiveness Internal Complaint Management Oversee the creation, submission, and tracking of internal complaints for quality-related issues Ensure compliance with internal processes and documentation standards Facilitate cross-functional communication between Consumer Relations, Quality, Operations, and Sales Drive timely resolution of complaints and ensure appropriate follow-up actions are completed Customer Correspondence & Response Letters Create customer response letters related to quality concerns based on bakery responses Ensure all communications are: Accurate and fact-based Consistent with brand voice Legally and compliance-approved when required Oversee high-risk or escalated customer communications Ensure all letters are tracked, documented, and entered into system appropriately Bakery Accountability & Follow-Up Hold bakeries and internal partners accountable for timely and complete responses to tickets and complaints Monitor response timelines and escalate delays as needed Ensure follow-up actions are completed and properly documented Partner with bakery leadership to improve responsiveness and execution Cross-Functional Collaboration Work closely with: Sales, Marketing, and Operations Quality Assurance and Food Safety teams Legal and Compliance IT/Salesforce teams Ensure alignment on processes, priorities, and escalations Support system enhancements and process improvements tied to Sales Ticketing Leadership Competencies: Education and Work History: Bachelor’s degree or equivalent experience Experience in Consumer Relations/Customer Service Operations Strong understanding of case management systems (e.g., Salesforce) Proven ability to manage high-volume, complex workflows Strong analytical, problem-solving, and decision-making skills Excellent written and verbal communication skills Ability to influence cross-functional teams and drive accountability The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be requested to enable individuals with disabilities to perform the essential functions. Bimbo Bakeries USA is an equal opportunity employer with a policy that provides equal employment opportunity for applicants and employees regardless of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, any other classification protected by law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.