Manager, Guest Experience, LAC

Restaurant Brands International • Miami, FL

16d • Onsite

About The Position

Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world. Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories. RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities. RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc. The Manager, Guest Experience, is responsible for overseeing the Guest Services function across Multiple Brands within Restaurant Brands International (RBI) in the LAC region. The role involves managing all aspects of the Guest Service program to ensure an exceptional guest experience while driving process improvements and operational excellence. RBI follows a 5 day, in-office work schedule to support collaboration. Successful candidates will be expected to work onsite 5 days per week.

Requirements

• Bachelor’s degree required, ideally in Business Management or Hospitality
• 3+ years of experience in Guest Services and restaurant operations.
• Ability to distill and analyze large amounts of data, extracting actionable insights.
• Advanced proficiency in Microsoft Excel, with skills in PowerPoint, Word, and Outlook.
• Self-starter with strong time management skills and the ability to handle multiple projects effectively.
• Strong presentation and communication skills.
• Results-oriented with a strong sense of ownership and accountability.
• Highly curious and eager to identify innovative solutions for enhancing the guest experience.
• Collaborative team player with a proactive and positive attitude.
• Excels under time pressure and is highly motivated to deliver exceptional results.
• This position requires conducting business operations across the Latin America region.
• To perform the essential functions of this role, fluency in both English and Spanish is required.

Nice To Haves

• MBA preferred.

Responsibilities

• Manage the Guest Service program, including digital and printed survey feedback, call center operations, and social media complaint resolution.
• Oversee Guest Services vendors, ensuring smooth integration with new vendors and adherence to defined SLAs and KPIs.
• Identify and implement improvements to macros and reporting systems to optimize program performance across our brands.
• Collaborate cross-functionally with teams such as Digital, Marketing, Nutrition, Supply Chain, and Retail to align guest feedback with business strategies.
• Analyze guest sentiment data and present insights on major initiatives, campaigns, and programs to the Leadership Team.
• Develop and maintain vendor and restaurant-facing training programs focused on Guest care and hospitality.
• Lead the identification of process and program improvement opportunities to ensure timely and effective handling of guest inquiries.

Benefits

• Benefits at all of our global offices are focused on physical, mental and financial wellness.
• We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees