Customer Service Process Improvement Manager

Whataburger • San Antonio, TX

427d • Remote

About The Position

The Customer Service Process Improvement Manager at Whataburger is responsible for managing and enhancing the internal systems that shape the customer experience across various service points, including Drive-thru, Front Counter, and Digital Experience Revenue Ports. This role involves collaborating with cross-functional teams to develop diagnostics materials and reports that drive actionable insights, as well as implementing process improvements that benefit both corporate and franchise locations.

Requirements

• Bachelor's degree or equivalent work experience required
• 7+ years' experience preferably in the restaurant industry
• Proficiency in MS Office (Word, Excel, Outlook, PowerPoint, Visio)
• Proficiency in Workday (as applicable)
• Ability to communicate, influence, and negotiate decisions while motivating assigned staff
• Ability to work in a team environment

Responsibilities

• Organizes and creates the enterprise level roadmap for all customer experience systems.
• Determines and secures all resources needed to implement enhancements for the enterprise.
• Conducts meetings with stakeholders to review existing procedures and identify opportunities for process improvement.
• Validates and enhances procedures, documents, and resources associated with systems to ensure business relevance.
• Manages the development of Key Performance Indicators (KPIs) within the restaurant systems.
• Monitors and coaches on performance, providing detailed overviews for key meetings and events.
• Creates and conducts audits to improve efficiencies and reduce time for maintaining key success factors.
• Publishes communications to support the adoption of processes within systems.
• Assumes additional responsibilities as assigned.

Benefits

• Paid parental leave
• Paid holidays
• Disability insurance
• Health insurance
• Paid time off
• 401(k) matching
• Gym membership
• Life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Food Services and Drinking Places
• Education Level: Bachelor's degree