Manager, Guest Care (Contact Center)

Panda Restaurant Group•Rosemead, CA

39d•Hybrid

About The Position

The Manager, Guest Care (Contact Center) is responsible for leading the day-to-day operations of the company's customer contact center, which supports guest interactions across phone, chat, email, and social media channels. This leader ensures high performance, operational efficiency, and a consistently excellent guest experience that reflects our brand values. Reporting to the Executive Director of Guest Care, the Manager oversees an internal team and external vendor partners, driving KPIs such as first contact resolution, service levels, CSAT, and adherence to quality standards. This position is responsible for conducting analyses on all guest care data and identifying trends to improve our guest experience.

Requirements

Bachelor’s degree in Business, Communications, Operations, or related field.
5+ years of experience in contact center operations, including managing teams and vendor partners, preferably in a nationwide multi-location retail or restaurant environment
Successful completion of initial and periodically required trainings
Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position.

Responsibilities

Leads Daily Operations: Manages the contact center’s day-to-day functions across all customer support channels. Monitors real-time performance to ensure SLAs are met. Maintains high levels of customer satisfaction by continuously improving call quality, resolution rates, and escalation handling.
Vendor Oversight: Partners with third-party contact center vendors to ensure alignment with company expectations, SOPs, budget and quality standards.
Training & QA: Coaches, develops, and inspires a team of contact center supervisors and agents. Delivers regular feedback, career development, and performance reviews. Oversees agent onboarding, training, and quality assurance programs to maintain consistent and high-quality service delivery.
Performance Reporting: Uses dashboards and analytics tools to track contact center KPIs and delivers insights to leadership on trends, gaps, and opportunities.
Process Optimization: Identifies, recommends, and implements process and technology improvements to drive efficiency and scalability in the contact center.
Crisis Management: De-escalates crisis situations and leads the contact center’s response to peak periods, outages, and other urgent situations with speed and clarity. Partners with cross-functional teams as appropriate to ensure company-wide response on high-profile matters.
Team Development: Works closely with the Executive Director of Guest Care to recruit, select and develop internal associates to elevate their capabilities & support career advancement.