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As the Manager of Guest and Employee Experience Support and Implementation at Chipotle, you will play a pivotal role in enhancing the overall experience for both guests and employees. This position involves planning, organizing, and evaluating cross-functional projects from their inception to successful implementation. You will be tasked with identifying efficiencies in workflows and processes, leveraging current technology to improve these through automation. A significant aspect of your role will be leading a team that provides training, knowledge management, and quality assurance for the IT Service Center Business Process Outsourcers (BPO) call center agents. Your leadership will ensure that service levels are met for knowledge creation, that training topics are prioritized effectively, and that quality expectations are consistently met or exceeded. In this role, you will partner with senior leaders to identify, co-lead, and support the implementation of key strategic projects, ensuring that they align with organizational goals and priorities. You will develop, maintain, and manage comprehensive project plans, timelines, and status reports, proactively identifying potential project risks and delays while implementing contingency plans to mitigate challenges. Your responsibilities will also include mentoring the Trainer, Knowledge Writer, and Quality Analyst team to ensure the accuracy and relevance of knowledge resources, as well as overseeing the creation of training materials and quality assurance processes focused on enhancing end-user experience and satisfaction. You will set and monitor service level agreements for knowledge creation tasks, ensuring that all content is accurate, up-to-date, and delivered on time. Continuous evaluation and improvement of service delivery methods based on stakeholder feedback and evolving business needs will be crucial. Additionally, you will identify, prioritize, and drive the creation of relevant training topics, ensuring thorough coverage, education, and compliance with completion requirements. Utilizing data analytics and insights will be essential in informing and driving project priorities and processes, optimizing workflows, improving efficiency, and enhancing overall project outcomes.
