Position Title:  Manager Product Care and Sustainability

Be a part of a revolutionary change! 

At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future. 

With huge change, comes huge opportunity. So, if you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. Our success depends on people who are committed to our purpose and have an appetite for progress.  

Our beautiful HQ in Stamford, CT is just steps away from the Stamford Metro-North Train Station and easily accessible from NYC.  

The Product Care & Sustainability Manager is responsible for leading the development, execution, and optimization of product care programs and sustainability initiatives across the business. This role is pivotal in ensuring that product care services—such as diagnostics, product replacements, and trade-in programs—are effectively managed and meet customer expectations. The role also encompasses driving sustainability initiatives and ensuring that all programs are aligned with regulatory requirements and organizational goals. Working cross-functionally with teams such as IT, legal, product, and operations, the Product Care & Sustainability Manager will leverage data insights and continuous improvement processes to enhance customer satisfaction, optimize operational efficiency, and drive innovation in product care and sustainability programs.

Your ‘day to day’:

• Lead the design of product care programs, including diagnostics, product replacements, and trade-in programs, ensuring they meet customer needs and business goals.
• Design and implement sustainability programs, focusing on driving environmental and social impact in line with company and regulatory requirements.
• Collaborate with cross-functional teams (product, IT, legal, operations) to ensure that all programs are seamlessly integrated and aligned with organizational objectives.
• Oversee the execution of product care and sustainability initiatives across multiple channels, ensuring smooth and timely delivery, customer satisfaction, and compliance with quality standards.
• Develop strategies for self-service device replacements, creating a seamless, digital-first experience that reduces customer effort and increases service efficiency.
• Monitor and optimize the performance of product care, sustainability, and trade-in programs by using data insights to drive continuous improvement.
• Design and implement new features or tools to enhance customer engagement in product care and sustainability programs.
• Collaborate with internal stakeholders to identify new platforms, tools, and digital care solutions that improve customer satisfaction and align with evolving market needs.
• Analyze the effectiveness of digital care solutions and self-service platforms, using insights to propose and implement enhancements that improve user experience and business outcomes.
• Drive innovation in product care processes, identifying opportunities to streamline operations and improve scalability, while maintaining cost-effectiveness.
• Manage vendor relationships, ensuring external partners meet deliverables, maintain high-quality standards, and comply with program goals.
• Lead vendor contract negotiations, ensuring agreements align with business objectives and compliance requirements.
• Serve as a liaison between internal stakeholders (product, IT, legal, operations) and external vendors to ensure alignment, transparency, and timely execution of programs.
• Coordinate cross-functional teams to ensure successful execution and monitoring of sustainability initiatives, and to ensure program goals are met within timelines and budgets.
• Ensure that all product care and sustainability programs comply with local and state-specific regulations, as well as corporate and environmental standards.
• Work with legal teams to monitor changes in laws and regulations, adjusting program designs and operations as needed to remain compliant.
• Implement adjustments to product care and sustainability programs based on regulatory requirements, ensuring compliance is maintained across all touchpoints.
• Oversee the budgeting and financial management of all product care and sustainability programs, ensuring cost-effective allocation of resources.
• Work with cross-functional teams to ensure financial targets are met, optimizing resources and managing costs effectively.
• Monitor and report on the financial performance of product care and sustainability programs, adjusting ensure alignment with business goals.
• Provide transparent and consistent reporting on the status, performance, and results of product care and sustainability programs.
• Collaborate with internal teams (e.g., product, IT, operations, legal) to ensure clear communication regarding the progress and challenges of initiatives.
• Present updates and key insights to senior management and other stakeholders, ensuring programs align with strategic business objectives.
• Lead cross-functional program execution, ensuring alignment across teams like IT, legal, product, and operations for seamless program deployment.
• Work with internal and external stakeholders to manage product care and sustainability programs, ensuring that all parties are engaged, informed, and aligned with program goals.
• Facilitate the integration of feedback from various teams into product care and sustainability initiatives, continuously enhancing service offerings.

Who we’re looking for:

• Bachelor’s degree in Business Administration, Sustainability, Environmental Science, or a related field.
• Master’s degree in Business Administration, Sustainability, or a related field is a plus
• 7+ years of experience in program management, product care, sustainability initiatives, or a similar role.
• Experience in managing cross-functional programs with a focus on customer care, product lifecycle management, and sustainability efforts.
• Proven vendor management experience, with the ability to negotiate contracts, manage relationships, and ensure timely program execution.
• Experience in compliance management, with a strong understanding of legal regulations related to product care, sustainability, and customer experience.
• Proven experience working with digital solutions and tools (e.g., self-service platforms, customer experience software) to improve customer engagement and operational efficiency.
• Experience managing budgets and financial resources, ensuring cost-effective execution of programs while meeting business goals.
• Legally authorized to work in the U.S. now and in the future without sponsorship

Annual Base Salary Range: $140,250 - $187,000

What we offer  

• We offer a competitive base salary, annual bonus (applicable based on level of position), great medical, dental and vision coverage, 401k with a generous company match, incredible wellness benefits, commuter benefits, pet insurance, generous PTO, and much more!  
• We have implemented Smart Work, a hybrid model of working that promotes flexibility in the workplace. 
• Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.
• Be part of an inclusive, diverse culture where everyone’s contribution is respected; Collaborate with some of the world’s best people and feel like you belong.
• Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.
• Take pride in delivering our promise to society: To improve the lives of millions of smokers.

PMI is an Equal Opportunity Employer. 

PMI is headquartered in Stamford, Conn., and its U.S. affiliates have more than 2,300 employees.  

PMI has been an entirely separate company from Altria and Philip Morris USA since 2008. PMI’s affiliates first entered the U.S. market following the company’s acquisition of Swedish Match in late 2022. 

Philip Morris International and its U.S. affiliates are working to deliver a smoke-free future. Since 2008, PMI has invested $12.5 billion globally to develop, scientifically substantiate and commercialize innovative smoke-free products for adults who would otherwise continue to smoke with the goal of transitioning legal-age consumers who smoke to better alternatives. In 2022, PMI acquired Swedish Match – a leader in oral nicotine delivery – creating a global smoke-free champion led by the IQOS and ZYN brands. The U.S. Food and Drug Administration has authorized versions of PMI’s IQOS electronically heated tobacco devices and Swedish Match’s General snus as Modified Risk Tobacco Products and renewal applications for these products are presently pending before the FDA. For more information, please visit www.pmi.com/us and www.pmiscience.com.