Senior Manager, Customer Experience

The Senior Manager, Customer Experience leads the daily operations, performance, and evolution of Restaurant Technologies' Customer Care Center and Retention Team. This role is responsible for delivering high-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; ensuring the customer experience is 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 $100,000 - $140,000 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 elevate the customer experience.
• Set performance goals and KPIs for the Customer Care Center and Retention Specialists.
• Provide strategic guidance on process improvements and technology adoption to optimize customer service delivery and customer retention.
• Lead Salesforce Sales Cloud ownership, driving system optimization, data integrity, and workflow enhancements.

2. Operational Leadership:

• Serve as the Product Owner for Talkdesk, overseeing strategy, configuration governance, and cross-functional alignment to ensure a seamless and scalable telephony experience.
• Oversee daily Customer Care Center and Retention team performance across phone, email, and digital channels.
• Proactively review and share weekly and monthly reporting to support data driven decision making
• Lead workforce planning, scheduling, and forecasting based on call volumes and optimize resource allocation, inclusive of 3rd party resources during peak periods and off hours.
• Effectively and efficiently identify and 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 ensure timely and 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 Experience Impact:

• Proactively identify and address customer pain points and opportunities for service improvement.
• Champion a customer all in culture within the Customer Care Center and across the organization.
• Interact with various departments within Restaurant Technologies to provide customers with optimal solutions within established time frames and resources.

Qualifications/Key Competencies:

• Education:Bachelor's degree preferred.
• Computer Skills:Advanced proficiency in 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 a customer care/call center leadership role. Experience leading team of 25+ is required.
• 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. Proven track record of improving customer experience and retention.
• Coaching and team development Proven ability to mentor, coach, and develop high-performing remote teams.
• Operational Excellence:Strong analytical and problem-solving skills, with a focus on process improvement and efficiency.
• Conflict resolution & escalation management Manages customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Communication and Collaboration:Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings. Collaborate effectively with cross-functional teams.
• Motivation:Sets and achieves challenging goals; Demonstrates persistence 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.