Job Description
Senior Customer Experience Manager – Remote
Full time
job requisition id
HB345073
Here at Shake Shack, we take care of each other first and foremost so that we can make raves for our guests, community, suppliers, and investors. After all, teamwork makes the dream work. We work our buns off, but we play hard too, with a Team Appreciation Day, unlimited meal discounts, volunteer opportunities, and so much more. If you’re looking for a deeply fulfilling, financially rewarding, and really fun career, you’re in the right place.
The Senior CX Manager will ensure the success of the Hospitality Team by overseeing the team and optimizing the systems, tools and processes we use to respond to our guests inquires. Responsibilities include identifying operational bottlenecks and helping to build scalable solutions within our CRM, reporting on guest feedback trends, and collaborating with various departments to ensure guest issues are addressed quickly in the moment and operationally within the company, leading to loyal guests and future success.
Key Responsibilities
- Act as an internal project manager for our CRM, including custom, technical solutions and integrations for the hospitality team, partnering closely with Marketing and IT Digital Product Team & CRM Administrator to enable Chat, Text, Voice and enhanced Self-Service for our guests.
- Provide robust and detailed scheduled and ad hoc reporting on Guest Feedback, including ordering platform bugs and suggestions, Limited Time Offerings, Marketing Promotions, and new SSE Initiatives, as well as key metrics on the hospitality teams’ inquiries and success.
- Partner with Marketing Digital Product Team and 3rd party partners to ensure the best possible guest experience for digital orders, from time of order to any needed follow-up.
- Identify new trends in guest inquiries and create hospitable templated responses, while searching for new technical and in-Shack solutions to resolve issues.
- Oversee the Guest Support Manager and Hospitality Reps and ensure SLAs are consistently being achieved, escalating any issues preventing them from being met. Identify opportunities to train Reps and optimize efficiency and implement accordingly.
- Evaluate and improve success of Hospitality Teams recovery strategies and channels by tracking offer redemption rates and the impact of CX team on guest frequency, including A/B testing of solutions.
Skills, Knowledge, & Experience
- Bachelor’s Degree in Business, Communications, or related field
- 5+ Years of experience in digital customer service operations, including overseeing a customer service team and a CRM with system integrations and multi-channel points of contact (chat, email, voice, and text preferred).
- 3+ years of managing a team with varied work responsibilities
- Knowledge and familiarity with CX strategy methods & tools, including A/B testing and data analysis to develop data-driven recommendations
- Experience participating in or leading cross-department projects as a Customer Service SME
- Experience working through change management and ability to adapt and work well under pressure
- Excellent critical thinking skills and attention to detail
- Excellent written and verbal communication and presentation skills, with a high level of initiative, judgement, and ability to be influential.
Benefits include:
- Medical, Dental, and Vision Insurance
- Transit Discount Program
- 401K Plan with Company Match
- Paid Time Off Program
- Flexible Spending Accounts
- Employee Dining Program
- Referral Bonus
- Online Training Program
- Career Development
- Corporate Fitness Discount Programs
- Choice of Global Cash Card or Direct Deposit
In order to be eligible to work in our NYC Home Office, you must be able to provide proof of full COVID-19 vaccination upon hire. Accommodations due to disability or religious reasons will be evaluated in compliance with the law.
About Us
Beginning as a hot dog cart in New York City’s Madison Square Park, Shake Shack was created by Danny Meyer, Founder and CEO of Union Square Hospitality Group and best-selling author of Setting the Table. Shack Fans lined up daily, making the cart a resounding success, and donating all proceeds back to the park beautification efforts. A permanent stand was eventually builtand the rest is Shack history! With our roots in fine dining and giving back to the community, we are committed to high quality food served with a high level of hospitality. Our team members enjoy a positive work environment that is deeply committed to the philosophy they we “Stand for Something Good.”
Shake Shack is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, age (over 40), disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status.
Our company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable laws.