Manager, Voice of Guest, Popeyes

Restaurant Brands International•Miami, FL

8d•Onsite

About The Position

The Manager, Voice of the Guest & Contact Center Insights will own the development of a unified view of the Popeyes guest experience. You'll synthesize signals from surveys, online reviews, and contact center data into a cohesive 360° picture of guest sentiment — and translate that picture into clear, actionable recommendations that move the business. Reporting to the Director of Analytics, this role partners closely with Marketing, Digital, and Operations and has no direct reports at hire. RBI follows a 5 day, in-office work schedule to support collaboration. Candidates should be comfortable working onsite 5 days per week out of our office in Miami, FL.

Requirements

4+ years in customer insights, VOC programs, or guest experience roles.
Bachelor’s or Master’s degree in Business Analytics, Data Science, Statistics, Operations Research, or a related field.
Proficiency in SQL and Snowflake for querying large operational datasets, building data pulls independently, and partnering with data engineering on pipeline and schema needs.
Experience building and maintaining dashboards in Tableau or Power BI, including the ability to design executive-ready visualizations and self-serve reporting tools for cross-functional stakeholders.
Experience with sentiment analysis tools and VOG platforms.
Strong data storytelling skills with demonstrated experience presenting insights to senior, non-technical audiences.

Nice To Haves

Background in hospitality, retail, or QSR industries preferred.

Responsibilities

Design the end-to-end Voice of the Guest measurement framework — spanning CSAT/NPS surveys, Google and third-party review platforms, and contact center feedback.
Establish consistent KPIs and reporting cadences (weekly, monthly, quarterly) that track guest satisfaction across channels and market segments.
Identify gaps in current listening coverage and recommend new data sources or methodologies to close them.
Lead sentiment and text analytics across unstructured guest data — contact center transcripts, open-ended survey responses, and review text — to surface root causes of dissatisfaction.
Deliver guest satisfaction readouts for all major product launches, menu tests, and operational pilots, partnering with the relevant test teams from design through post-launch.
Build and maintain dashboards and automated reports in Tableau or equivalent platforms; work with data engineering on underlying data infrastructure as needed.
Support the transition to a new guest care platform, ensuring data capture standards, tagging taxonomies, and escalation workflows are integrated with the broader guest analytics stack.
Develop recurring reporting on contact center volume, issue drivers, and resolution quality to inform both operational and product priorities.
Provide sentiment and text analysis across unstructured guest data to uncover root causes of dissatisfaction.
Partner with marketing, digital, and operations teams to create narratives that influence product and service improvements.
Present findings to cross-functional leaders and senior executives in clear, compelling formats — translating data into stories that inspire action, not just awareness.
Serve as the internal expert on guest sentiment methodology and best practices, educating partners on how to interpret and act on guest data.