What’s Our Dish

Announced in May 2018, Peapod Digital Labs (PDL) is an Ahold Delhaize USA company that powers the eCommerce and digital strategies for the Great Local Brands of Ahold Delhaize USA. Accelerating growth in digital and personalization capabilities, PDL is an innovation lab focused on meeting the changing needs of customers, regardless of when, where, and how consumers choose to shop.

Browse The Aisles

The Private Brands Product Concern Coordinator will be responsible for monitoring all customer concerns for the Private Brands portfolio across all Great Local Brands. The primary focus of this role is to maintain the integrity of PB products by engaging suppliers to investigate product concerns to provide root cause analysis and corrective actions, track, and monitor trending issues, develop reports, and offer recommendations to consider further actions to support Private Brands Product Integrity initiatives. This position works collaboratively with PB CoEs, including PB Product Management, category, retail, RBS Customer Care Center, RBS Recall Coordinator, AUSA Distribution, label and packing design and third-party organizations such as suppliers.

Recipe for Success - What's “in store” for the role 

Supports Private Brands Product Integrity

• Key team member responsible for identifying product concerns and trends that could damage customer perception when food safety and quality implications are present and following up with suppliers on these issues for accountability, root cause findings and corrective action measures
• Leads the investigation, reporting, and resolution of customer complaints and deviations provided through multiple channels including Customer Contact Center (CCC), Leadership, Store Operations, Team members and social media
• Ensures customer concerns are properly acknowledged and completed in a given timeframe
• Leads the continuous improvement work with supplier to resolve quality issues
• Identifies complaints that require escalation as a potential reportable event based on established criteria and applicable regulations and notifies management within specified timeframe
• Lead contact with multiple areas of PB, category, retail, RBS CCC, and suppliers as it pertains to quality concerns
• Initiates communication and interaction cross-functionally on a regular basis regarding customer concerns
• Works closely with Private Brands Category Development members and Quality Assurance to recommend and implement appropriate corrective and preventive actions
• Stays up to date on information and knowledge in the food safety field, specifically Good Manufacturing Practices, SQF, HACCP, Recalls and other food safety initiatives. Attends industry events and participates in educational opportunities to gain broader depth of knowledge in the field of food safety
• Subject matter expert and Private Brands representative for product concerns generated from loyal customers, category, retail, distribution, and suppliers relating to product safety and quality in both internal and external contexts
• Provides ongoing training to company personnel regarding the appropriate use of Private Brand complaint handling process around quality management principles, tools, techniques, and best practices

Supports Private Brands Quality Reporting Initiatives

• Supports reporting processes as a means to monitor progress toward maintaining of product quality, elevates risks as appropriate, and develops proposals to overcome issues
• Analyzes data and prepares periodic reports relating to complaints, product problems, etc.
• Creates required reports ensuring they are prepared and approved according to internal procedures, that proper team members are informed, and the reports are maintained as part of the complaint file
• Acts as a key contributor during annual internal and external audits of reported product quality concerns
• Leads the development of tracking and reporting process relating to product safety and quality for the full Private Brands item assortment
• Collaborates on baseline data collection for emerging initiatives and works to build and implement processes to effectively capture relevant information on new metrics within existing processes

The Essentials In Your Cart - The required ingredients

• Bachelor's degree or equivalent combination of education and related work experience
• 2+ years of related experience

Extra Spices - What you should bring to the table 

• Ability to formulate responses to common inquiries or complaints from customers and regulatory agencies
• Ability to review, analyze, summarize, and interpret data; draw conclusions and make appropriate recommendations and decisions; write reports; and give oral presentation

• Strong analytical and problem-solving skills with willingness to take appropriate action on information
• Has attention to detail, ability to understand data structures and work with complex data sets
• Experience with database management and/or development
• Ability to see both big picture and implications of detailed specifics when problem solving
• Strong communication skills, including oral, written and presentation skills, with ability to communicate cross-functionally, drive, and adapt to change
• Passion for customer focus and ability to self-direct own work
• Ability to multitask and work on multiple projects at once

Join Us at Our Table

Peapod Digital Labs is a forward-thinking company with a strong legacy of innovation. We recognize who powers our progress – our people! We offer a great variety of benefits and perks to our employees, including: great health care options, including PPO and HSA plans (with company contributions), dental, vision, flexible spending accounts, a 401k with strong company match and immediate vesting, and generous and flexible paid time off.

We are an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.

Job Requisition: 12271_external_USA-MA-Quincy