Consumer Relations Supervisor

About Amys

At Amys Kitchenweremore than just a food companywerea family-owned proudly independent organic and vegetarian food company on a mission. As a Certified B Corporation our purpose is clear: to make it simple and enjoyable for everyone to eat well.

Werecommitted to crafting authentic mouthwatering dishes using only the finest organic ingredients sourced with care. From farm to table we ensure top-notch quality in every bite making healthy eating accessible and convenient for all. At Amyswerenot just serving meals;wereserving up a taste of goodness one delicious dish at a time.

Perksare as delicious as our meals!

Comprehensive health plans with Medical Dental and Visioncoverage plus Flexible Spending health support with Modern Health to nourish your and your familysmentalwell-being.401(k) Retirement Plan with employer match and Financial Wellness support at no costto plan for the future. Referral Rewards and Scholarship Program to celebrate and invest in our teams. Tuition Reimbursement Program to fuel your educational pursuits. Paid parental leave for new parents. Paid Time Off for vacations and sick days with 9 paid US Holidays annually to savor those special moments. Amys product discount reimbursement to keep your pantry stocked plus remote gym discounts to keep you moving and grooving! Join us and indulge in a career where the benefits are as fulfilling as our food!

Compensation range: $

*This range is for the San Francisco Bay area; other locations may be subject to a lower range.

As Supervisor Consumer Relations you will lead a dedicated team responsible for protecting and promoting Amys Kitchens brand reputation across all consumer-facing touchpoints. Your leadership will shape how we respond to sensitive consumer issues including those related to food safety product quality and public sentiment ensuring every interaction is timely compliant empathetic and aligned with our brand voice. You will work cross-functionally with teams such as Legal Marketing and Manufacturing using strong judgment and communication skills to manage risk and inform internal stakeholders. This role requires strategic agility a strong sense of audience and communication channel nuances and the ability to make informed real-time decisions.

Team Leadership & Development

• Support the day-to-day supervision of the Consumer Relations team providing guidance coaching and oversight to ensure timely accurate and brand-aligned responses to consumer inquiries.
• Set service-level standards and empower coordinators to make informed brand-aligned decisions in their interactions with consumers.
• Lead team response strategies during high-impact scenarios such as product recalls social media escalations or food safety concerns.

Brand & Channel Expertise

• Serve as the internal authority on consumer communications across all platforms including phone email social media and e-commerce sites ensuring tone content and timing reflect brand values and legal/compliance requirements.
• Act as a brand ambassador in all consumer touchpoints applying a nuanced understanding of audience expectations and channel dynamics.
• Adapt messaging based on platform (e.g. private vs. public digital vs. phone) while maintaining brand voice and regulatory compliance.

Cross Functional Collaboration & Risk Management

• Partner proactively with Legal and Food Safety & Sensory teams to resolve consumer issues identify risks and develop aligned responses.
• Clearly and succinctly communicate emerging consumer trends food safety risks or reputational issues to internal stakeholders.
• Oversee the consumer insurance claims process including initiating claims gathering documentation and providing recommendations to insurance carriers regarding potential liability.
• Act as the primary liaison with Legal and insurance representatives for sensitive consumer concerns.

Insights & Reporting

• Develop and maintain regular consumer feedback reports and dashboards for Senior Leadership Marketing and Manufacturing teams.
• Develop and oversee knowledge base resources response templates website FAQs and training materials to maintain consistency and quality.
• Identify and escalate emerging risks or reputational issues based on real-time consumer feedback from digital social and direct channels.
• Present findings in a clear actionable format tailored to different internal audiences including executive leadership.

It is the responsibility of all employees to uphold the mission of the Amys Food Safety and Quality Policy. This includes following all Food Safety and Sustainability programs and participating in all required training.

Supervisory Responsibilities

This role supervises a team of non-exempt Consumer Relations Coordinators.

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education: Bachelors degree in Communication Public Relations Food Science or a related field preferred or equivalent combination of training and experience.

EXPERIENCE:

• 6-8 years of experience in consumer relations customer service or communications within a CPG company preferably food or beverage.
• 2--4 years in a team leadership or people management role.
• Experience with insurance claims consumer risk mitigation and cross-functional collaboration in a regulated industry.

LANGUAGE SKILLS:

• Ability to read analyze and interpret the most complex documents.
• Ability to read and understand complex information related to nutrition food allergens ingredients product certifications product labeling and recall events.
• Strong writing and editing skills with demonstrated ability to communicate clearly and empathetically across diverse audiences.

MATHEMATICAL SKILLS:

• Ability to calculate figures and amounts such as percentages interest and discounts.
• Ability to apply concepts of basic math

REASONING SKILLS:

• Deep understanding of consumer communication platforms including email phone and social media.
• Familiarity with food safety regulations consumer protection policies and relevant regulatory agencies (e.g. FDA USDA).
• Strong organizational and decision-making skills; able to act quickly and calmly in fast-moving situations.

WORKING CONDITIONS

The working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sit for prolonged periods. Understand and respond to a diversity of individuals. Able to answer phones and work on the computer within the confines of a cubicle work environment.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level is usually moderate.

TRAVEL:

None

REMOTE OR HYBRID WORK OPTION:

Remote