Senior Manager, Guest Experience

Senior Manager Guest Experience

Portland OR (Hybrid: 3 days onsite) Full-time Where empathy meets strategy

At Salt & Straw we believe that a scoop of ice cream can spark wonder and every guest interaction is a chance to create connection generosity and joy.

Now were looking for a Senior Manager of Guest Experience to lead our customer experience function with heart clarity and a relentless drive for improvement. From in-store moments to online orders this role ensures that every guest touchpoint lives up to the unbelievable.

What Youll Do:

• Guide and grow our Guest Experience (GX) team coaching for quality consistency and confidence
• Lead daily operations across all channelsstore eComm deliverywhile managing escalations with empathy and professionalism
• Build CX systemsthat eliminate friction and spark delight
• Analyze trends track KPIs and turn insights into action
• Champion the voice of the guest across the company from shop floors to executive meetings
• Partner with Retail Ops Marketing and Supply Chain to connect customer love with brand magic
• Activate surprise & delight storytelling and service recovery programs that reflect our values

Youre a Great Fit If:

• Youve led customer experience or support teams (5 years) and people still talk about your impact
• Youre fluent in CX tools like Momos Gorgias or Shopify and you know how to make them sing
• You thrive in hospitality-minded environments and know how to balance heart with scale
• Youre calm in the chaos generous with your team and always asking: How can we make this better
• You can turn data into decisions a complaint into a relationship and a guest moment into a story

Why Youll Love It Here:

• Base salary: $89200$102000 (hiring range) - full range is up to $120600
• Time to recharge: Generous Flexible Time Off (FTO) 12paid holidays and Sick Time
• Health andwellness: Comprehensive medical dental and vision coverage plus $1000 annual wellness incentive
• Mental health matters: Onsitefree LCSW sessions plus on-demandaccess tomental health support 24/7/365
• Financial future: 401(k) with company match
• Commuter support: Pre-tax transit benefits and subsidized parking and public transportation
• Tax-free savings: Access to Medical and Dependent Care FSAs to help you save on healthcare and childcare
• Health Savings Account (HSA): Pair with a high-deductible plan to pay for medical expenses nowor save for retirement laterwith pre-tax dollars
• Full coverage on us: Company-paid short- and long-term disability plus basic life and AD&D insurance to support you and your family if the unexpected happens
• Extra peace of mind: Voluntary coverage for accidents critical illness and hospital stays to help with out-of-pocket costs when life throws a curveball
• Pet insurance: Because furry friends are family tooget affordable coverage through FIGO to keep them healthy and happy
• Room to grow: Learning stipends and development pathways to help you evolve in your career
• Delicious perks: Free ice cream (!!) team member discounts and sneak peeks of upcoming flavors
• A culture that lives its values: We lead with kindness curiosity and a whole lot of heart

The Details:

• Full-time exempt role
• Hybrid schedule: 3 days onsite at our Portland Support Center
• Reports to our VP of Marketing

Were not just looking for someone to solve problems. Were looking for someone who turns every challenge into a chance to serve to lead and to surprise.

Join us and help make every guest experience unforgettable.

Our Values

Create the Unbelievable

Show Up Generously

Act with Thoughtful Curiosity

Share Human Kindness

Make It Count

These values are the sprinkles on top guiding us to create happiness through moments of wonder in every scoop smile and shared moment. They form the foundation of our brand and shape the culture of our workplace.

Food Allergy WarningThis position requires working in an environment where common food allergens such as peanuts tree nuts dairy eggs soy wheat and seafood are present. Upon request reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Employment Opportunity (EEO) StatementSalt & Straw fosters an inclusive workplace where all team members and applicants are treated fairly regardless of race color religion sex sexual orientation gender identity national origin disability veteran status age or any other protected status. We are committed to providing equal employment opportunities for all. If you are a U.S. applicant with a disability and need assistance or a reasonable accommodation to apply please contact our Talent team at

Work Authorization and E-VerifyWe participate in E-Verify to confirm work authorization but do not use this process to pre-screen applicants. Qualified candidates with criminal histories are also considered in accordance with applicable laws.