Guest Services Manager

Salad and Go•Phoenix, AZ

1d•Hybrid

About The Position

Salad and Go is seeking a Guest Services Manager who will be responsible for leading a team that provides an outstanding experience to Salad and Go’s thousands of guests. You'll lead a dynamic team of Guest Services Coordinators with the goal of taking our guest support to the next level. As part of our mission, Salad and Go puts special emphasis on community outreach and philanthropic initiatives. Our very own Salad and Go Charities focuses on providing nutritious food to communities in need by donating nutrient-rich foods, supporting local programs that address food insecurity, and educating youth on building lifelong healthy habits. Our one-of-a-kind model is fundamentally changing food systems and igniting a positive, life-changing movement toward better food for all.

Requirements

Lives in Phoenix or Dallas area
3+ years’ leading a guest services team, including managing direct reports.
Work hybrid schedule (3 days per week in office)
Well versed in managing and operating a CX platform (SMG, Qualtrics, Medallia)
Service minded and fanatical about improving the guest experience
Strategic thinker with a passion for using data to inform trends and new opportunities
Organized and have a good working knowledge of help desk software (Zendesk, Zoho, Freshdesk), Office 365 and social media
Ability to multitask in a fast-paced environment
Ability to travel up to 20%

Responsibilities

Compile, analyze and present guest feedback and insights using multiple sources.
Address and resolve guest complaints and concerns.
May provide occasional coverage for escalated guest concerns outside of normal business hours.
Develop and train team members on how to respond and defuse guest situations in a calm, timely and effective manner.
Use data to highlight insights and trends and present findings in key meetings both internally and externally with vendors
Operate with a willingness to grow with a diverse team that has passion for what we do and the impact we are making toward this industry
Assist with managing the relationship with our Guest Experience and Help Desk vendor, including strategy sessions, weekly calls and revising survey content
Demonstrate expertise in all technologies used in the store environment including Olo online ordering, NCR systems, etc.
Inspire trust, teamwork and positive team relationships with other departments.
Commitment and discipline working in a hybrid location, remote as well as dedicated workspace at HQ.
Ensure the security and privacy of guest information through education, compliance, and resolution of issues.
Partner with the FSQA team to ensure food safety continues to be a priority, fostering a culture of compliance and quality throughout operations.