Manager, Guest Experience Operations, Burger King, US&C

Restaurant Brands International•Miami, FL

About The Position

The Manager, Guest Experience leads day to day Guest Care execution and ensures consistent hospitality through Quality, Friendliness, and Efficiency. The role runs key routines that deliver fast, brand right resolution, operates omni-channel quality, and executes AI and automation releases that reduce guest effort. Impact comes from disciplined follow through and close partnership with Product, Engineering, Marketing, Digital, and Operations to improve guest journeys.

Requirements

Bachelor’s degree or equivalent practical experience.
5+ years of experience in guest/customer experience, operations, contact center, or service delivery roles.
Experience managing vendors and/or third-party partners and holding teams accountable to performance metrics.
Strong analytical skills with the ability to use data to make decisions and drive measurable improvement.
Ability to thrive in a fast paced environment, build strong routines, and deliver continuous improvements for guests and franchisees.
Experience with voice/contact center programs and QA calibration routines.
Experience with automation tooling, chatbot programs, or AI-enabled service workflows.
Experience in franchise, retail, or multi-unit operations environments.

Responsibilities

Own daily and weekly KPI management for SLAs, CSAT, first contact resolution, time to resolution, repeat contacts, and escalation rate, and drive corrective actions.
Lead day to day QA operations for human and AI assisted contacts, including evaluations, calibrations, coaching, and tracking tied to Quality, Friendliness, and Efficiency.
Own the guest facing Help Center experience, including content strategy, article creation, and continuous optimization to reduce effort and improve resolution.
Operate agentic AI experiences, including prompt and knowledge updates, tool and workflow orchestration, human handoff tuning, and ongoing monitoring for Quality, Friendliness, and Efficiency.
Align franchisee training and communications with Guest Care programs, ensuring consistent guest recovery standards across channels.
Own execution of the QA Center of Excellence across an omni-channel experience, including scorecards, calibrations, and action tracking.
Build, launch, and maintain programs that improve guest experience and retention, and create consistent You Rule moments across the guest landscape.
Monitor AI voice and chat performance, including intent accuracy, containment, handoff quality, knowledge coverage, and guest friction, and triage issues fast.
Execute AI and automation releases, including UAT, launch readiness, content and knowledge updates, and post launch performance monitoring.
Configure and optimize Guest Care platform workflows, integrations, and routing to reduce handoffs, improve containment, and increase first contact resolution.
Maintain dashboards and deep dives across operational, QA, and AI metrics, and recommend fixes that reduce contact volume and repeat issues.
Support platform and process changes through documentation, training support, and stabilization, and ensure adherence to standard work.
Ensure consistent and compliant guest recovery, including offer application, AI and agent guardrails, and escalation protocols.
Partner daily with Product, Engineering, Marketing, Digital, and Operations to unblock releases, close defects, and improve end to end guest journeys.