Senior Manager, Customer Experience

TheSenior Manager CustomerExperienceleads the daily operations performance and evolution of Restaurant Technologies Customer Care Centerand Retention Team.This roleis responsible fordeliveringhigh-quality responsive and proactive customer experience that strengthens retention supports field operations and protects revenue.

This leader drives service excellence through performance management data-driven decision making and cross-functional collaboration; ensuringthecustomerexperienceis not just reactive but a strategic contributor to long-term growth.

Location

This is a fully remote position. The candidate must be located within the continental US.

Compensation
The base salary range for this position is $100000 - $140000 annually plus a 20% bonus opportunity. Please note that the base salary will vary within this range and is based on candidate experience and qualifications geographic location and market conditions.

Core Responsibilities

1. Strategic Leadership:

• Develop and implement strategic initiatives to enhance customer care operations and elevatethe customerexperience.
• Set performance goals and KPIs for the Customer Care Centerand Retention Specialists.
• Providestrategic guidance on process improvements and technology adoption tooptimizecustomer service deliveryand customer retention.
• Lead Salesforce Sales Cloud ownership driving system optimization data integrity and workflow enhancements.

2. Operational Leadership:

• Serve as the Product Owner forTalkdesk overseeing strategy configuration governance and cross-functional alignment to ensure a seamless and scalable telephony experience.
• Oversee daily Customer Care Centerand Retention teamperformance across phone email and digital channels.
• Proactivelyreview and share weekly and monthly reporting to support data driven decision making
• Lead workforce planning scheduling and forecastingbased on call volumes andoptimizeresource allocation inclusive of 3rdparty resources during peak periods and off hours.
• Effectively and efficientlyidentifyand resolve complex customer issues and problems.
• Facilitate the development and implementation of processes that deliver excellent customer satisfaction.
• Work with depot staff and regional operations managers to ensuretimelyand effective implementation of customer service.
• Ensure service level adherence (SLA) quality standards and escalation management.

3.Team Leadership & Development

• Lead and develop supervisors and frontline care representatives.
• Establish clear performance expectations and accountability.
• Drive a culture of service excellence urgency and ownership.
• Improve employee engagement and retention within the care center.
• Monitor team performance provide feedback and implement coaching and development plans.

4.Customer ExperienceImpact:

• Proactivelyidentifyand address customer pain points and opportunities for service improvement.
• Champion acustomerallinculture within the Customer Care Center and across the organization.
• Interact with various departments within Restaurant Technologies to provide customers withoptimalsolutions within establishedtime framesand resources.

Qualifications/Key Competencies:

• Education:Bachelors degreepreferred.
• Computer Skills:Advancedproficiencyin Microsoft Excel and PowerPoint as well as experience with CRM and call center software (e.g. Oracle).
• Experience:5 years of related experience including 3 years in acustomer care/call centerleadershiprole. Experienceleadingteam of 25is.
• Strategic Leadership:Ability to develop and execute strategic plans drive organizational change and inspire teams to achieve ambitious goals.
• Customer Experience Management:Deep understanding of customer service principles and best practices with a focus on exceeding customer expectations.Proventrack recordof improving customer experience and retention.
• Coaching and team developmentProven ability to mentor coach and develop high-performingremoteteams.
• Operational Excellence:Strong analytical and problem-solving skills with a focus on process improvement and efficiency.
• Conflict resolution & escalation managementManages customer situations; Responds promptly to customer needs;Solicitscustomer feedback to improve service; Responds to requests for service andassistance; Meets commitments.
• Communication and Collaboration:Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions;Participatesin meetings.Collaborate effectively with cross-functional teams.
• Motivation:Sets and achieves challenging goals;Demonstratespersistence and overcomes obstacles; Measures self against standard of excellence.
• Data-driven decision making:Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.