Guest Experience In-Restaurant Recovery + Experience Program Manager

KFC•Plano, TX

3d•Hybrid

About The Position

This fun and fast-paced position within the Guest Experience team will own Taco Bell's in-restaurant guest recovery programs and tools. Working closely with Digital, Technology, Restaurant Integrations, and other cross-functional partners, this role will ensure restaurants have the systems, resources, and support they need to confidently recover guest issues while creating exceptional guest experiences every day. This role will lead the evolution of Taco Bell's in-restaurant recovery ecosystem, driving enhancements to recovery tools, technologies, and restaurant programs that make it easier for teams to deliver meaningful guest recovery. In addition to strengthening recovery capabilities, this role will identify proactive opportunities to improve the in-restaurant guest experience through new initiatives and efforts that help create memorable guest moments before issues occur. Success in this role requires strong project management skills, creative problem solving, and the ability to influence across multiple teams to bring ideas from concept through execution. The ideal candidate enjoys building relationships, thinking strategically, and finding innovative ways to help restaurants deliver exceptional guest experiences while fostering a culture that values guest feedback and continuous improvement. This individual must be passionate about the restaurant business and our brand. Taco Bell is seeking someone who enjoys collaborating across teams, challenging the status quo, and helping restaurants create experiences that build guest loyalty.

Requirements

5+ years of experience in project management, program management, customer experience, client success, account management, restaurant operations, or a related field.
Proven ability to lead cross-functional initiatives from concept through execution.
Strong project management, organizational, and communication skills.
Creative thinker with a passion for improving guest experiences.
Employment eligibility to work with Taco Bell in the U.S. is required as the company will not pursue visa sponsorship for this position.

Nice To Haves

BA/BS in Business, Marketing, Communications, Hospitality, or a related field preferred.
Experience partnering with Digital or Technology teams is preferred.
Restaurant, hospitality, or guest experience background is a plus.

Responsibilities

Lead the management, and evolution of Taco Tabs, including new card concepts, program enhancements, inventory planning, and marketplace expansion to help restaurants create meaningful guest moments, support guest recovery, and strengthen community engagement.
Own Taco Bell's in-restaurant guest recovery tools and programs, ensuring restaurants have the resources, communications, and best practices needed to confidently recover guest issues.
Monitor program performance, gather restaurant feedback, and continuously improve recovery programs to maximize adoption and effectiveness.
Partner with Digital and Technology teams to define business needs and enhance restaurant systems that support guest recovery and offer redemption.
Support cross-functional initiatives from concept through implementation, piloting new solutions that strengthen restaurant recovery and proactively improve the guest experience.
Own restaurant guest feedback and complaint actioning programs, ensuring restaurants have the insights, tools, and guidance needed to take meaningful action.
Develop initiatives that promote a guest-first mindset, helping restaurants leverage guest feedback to improve operations, reduce complaints, and create better guest experiences.

Benefits

Hybrid work schedule (onsite expectation Tues, Wed, Thurs) and year-round flex day Friday
Onsite childcare through Bright Horizons
Onsite dining center and game room (yes, there is a Taco Bell inside the building)
Onsite dry cleaning, laundry services, and carwash
Onsite gym with fitness classes and personal trainer sessions
Up to 4 weeks of vacation per year plus holidays and time off for volunteering
Generous parental leave for all new parents and adoption assistance program
401(k) with a 6% matching contribution from Yum! Brands with immediate vesting
Comprehensive medical & dental including prescription drug benefits and 100% preventive care
Discounts, free food, swag